Refund policy

Returns and Refunds

At Aurea Luxury Lab, we are committed to ensuring a flawless shopping experience. Should the customer wish to make a return, they may exercise their right of withdrawal within 14 calendar days from the date of delivery of the order. In this case, we invite you to read and carefully comply with the following conditions.

How to request a return

Return requests must be submitted exclusively via the "Start a Return" link available on the official Aurea Luxury Lab website at https://www.aurealuxurylab.com/apps/parcelpanel-returns/

Requests sent via email, social media, or other unauthorized channels will not be considered.

Once a request has been submitted, it will be reviewed by our team and may be approved or rejected based on the conditions outlined in this policy.

Limitations on the right of return

The return or refund policy does not cover items:

• delivered without signature or left unattended (for example, in front of the door, in a building entrance, or with third parties);
• where such delivery methods were requested directly from the courier outside of the official tracking platform;
• shipped or handed over for return without using the tracking number provided by Aurea or the appointed courier.

For this reason, should the customer not be certain they can personally receive the parcel, we strongly recommend opting for delivery to an official pick-up point, given the value of the items concerned.

In the absence of the above conditions, Aurea Luxury Lab reserves the right not to recognize the right of withdrawal, refund, or replacement.

Excluded or restricted items

In the event of serious defects found upon receipt of the product, the customer must report them within 24 hours of delivery, attaching the order number and an unboxing video clearly showing the issue.

For security reasons, assistance will only be provided if the request comes from the same email address used to place the order.

In order to avoid disputes regarding refunds or replacements, we recommend recording an unboxing video within two days of delivery, showing the shipping document, the condition of the packaging, and the product.

Condition of the returned product

To be accepted, the returned product must:

• be in original condition and never worn;
• be complete with original packaging, dust bag, and any accessories;
• bear the intact Aurea Luxury Lab identification seal, which guarantees that the item has not been worn or tampered with.

Returns of items that are used, damaged, or missing the identification seal will not be accepted.

Shipping the return

The return must be shipped at the customer's expense, unless otherwise indicated, via a courier of their choice, preferably trackable and insured, to the following address:

Aurea Luxury Lab – Returns
Via Mascherella 23
41121 Modena (MO) – Italy

The customer remains responsible for the product until it is received at our premises.

Refund timing and procedure

The refund will be issued only after receipt of the return and verification of the product's integrity, including the presence of the Aurea control seal.

Once the return has been approved, the refund will be made to the same payment method used for the purchase within 14 business days. Crediting times may vary depending on the customer's bank or payment provider.

Initial shipping costs, as well as any surcharges for express or customized deliveries, are non-refundable.

For purchases made in part or in full through trade-in (Vendi or Aurea ReBag), in the event of a return, the value of the bag traded in will not be refunded in cash but in the form of a store credit usable on aurealuxurylab.com, valid for 12 months from the date of issue.

Customers outside the European Union (including UK and USA)

For orders shipped outside the European Union, the right of return is recognized under the same conditions set out in this policy, by completing the "Start a Return" form within 14 calendar days of the order's delivery date, at the link https://www.aurealuxurylab.com/en/apps/parcelpanel-returns/

Return shipping costs and any taxes, customs duties, or import charges required for the goods to re-enter Italy are the sole responsibility of the customer and will not be refunded by Aurea Luxury Lab, unless otherwise indicated by our company.

Authenticity and certifications

Aurea Luxury Lab exclusively sells original items, verified through human inspection and advanced authentication technologies. External certifications, where available, are provided as an included accessory service. The absence of an external certification does not constitute valid grounds for return, as the proof of purchase and our internal checks guarantee the authenticity of the product.