Refund policy

RETURN AND REFUND POLICY

Last updated: July 25, 2026

Thank you for shopping at Aurelys, operated through myaurelys.co.

We want our customers to feel confident when placing an order with us. This Return and Refund Policy explains your rights and the conditions that apply to returns, withdrawals, replacements and refunds.

This policy applies to customers located in the European Union, including Portugal, Spain and France.

1. RIGHT OF WITHDRAWAL

In accordance with applicable European Union consumer protection laws, you have the right to withdraw from your purchase within 14 calendar days without providing a reason.

The withdrawal period begins on the day:

  • You, or a person designated by you other than the carrier, receives the product; or

  • You receive the final product, when multiple products from the same order are delivered separately.

To exercise your right of withdrawal, you must contact us before the 14-day period expires at:

Email: support@myaurelys.co
Website: https://myaurelys.co

Your message must clearly state that you wish to withdraw from the purchase and should include:

  • Your full name;

  • Order number;

  • Email address used for the order;

  • Product you wish to return;

  • Date on which the order was received.

You may use the model withdrawal form included at the end of this policy, although its use is not mandatory.

2. RETURN CONDITIONS

To qualify for a return, the product must:

  • Be unused, unopened and in its original condition;

  • Be returned in its original packaging;

  • Include all seals, labels, accessories and promotional items originally supplied;

  • Show no signs of use, damage, alteration or improper storage;

  • Be accompanied by proof of purchase.

Products must be handled only to the extent necessary to establish their nature, characteristics and proper functioning.

You may be responsible for any reduction in the product’s value resulting from handling beyond what is necessary to inspect it.

3. HEALTH, HYGIENE AND SEALED PRODUCTS

For health, safety and hygiene reasons, certain products cannot be returned once their protective seal, packaging or tamper-evident seal has been opened, removed, broken or damaged.

This exception may apply to ingestible products, wellness products, personal-care products and other sealed goods that are unsuitable for return after opening due to health or hygiene considerations.

Opening the exterior delivery box does not automatically prevent a return. However, the product’s individual protective seal and original packaging must remain intact.

Products that have been opened, consumed, partially consumed, tested or used are not eligible for a change-of-mind return, unless the product is defective, damaged, incorrect or otherwise does not conform to the purchase agreement.

4. NON-RETURNABLE ITEMS

Returns may not be accepted for:

  • Products returned after the applicable return period;

  • Products that have been opened, used or consumed;

  • Products with a broken or removed hygiene or security seal;

  • Products damaged due to misuse, negligence or improper storage;

  • Products not purchased directly from myaurelys.co;

  • Gift cards;

  • Personalised or custom-made products;

  • Products likely to deteriorate or expire rapidly;

  • Free gifts, promotional items or samples, unless required by law.

These exclusions do not limit any mandatory legal rights you may have regarding defective, damaged or non-conforming products.

5. RETURN AUTHORISATION

Before returning any product, you must contact our customer support team and request return instructions.

Do not send a product to an address shown on the shipping label without first receiving confirmation from us. The address printed on the original parcel may belong to a logistics or fulfilment partner and may not be authorised to process returns.

Returns sent without prior authorisation may be delayed, refused or returned to the sender.

After reviewing your request, we will provide:

  • Confirmation of whether the return is eligible;

  • The correct return address;

  • Any applicable return instructions;

  • Information about the documents that must be included.

6. RETURN SHIPPING COSTS

When exercising your right of withdrawal because you changed your mind, the direct cost of returning the product is generally your responsibility, unless:

  • We agree to cover the cost;

  • The product is defective, damaged or incorrect;

  • We failed to inform you before purchase that return costs would be your responsibility; or

  • Applicable law requires us to cover the cost.

We recommend using a tracked shipping service and retaining the shipping receipt until your refund has been completed.

Aurelys is not responsible for returned parcels lost or damaged during transportation when the customer arranged the return shipment.

7. DEFECTIVE, DAMAGED OR INCORRECT PRODUCTS

Please inspect your order as soon as it arrives.

Contact us promptly if your order:

  • Arrives damaged;

  • Contains a defective product;

  • Contains the wrong product;

  • Is missing an item;

  • Is materially different from its description.

Please provide:

  • Your order number;

  • A description of the problem;

  • Clear photographs or videos of the product;

  • Photographs of the packaging and shipping label, when applicable.

When a product is confirmed as defective, damaged, incorrect or non-conforming, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include:

  • A replacement;

  • Repair, when appropriate;

  • A price reduction;

  • A full or partial refund.

Customers will not be charged return shipping costs for verified defective, damaged or incorrect products.

Do not discard the product or its packaging until our support team has completed its review.

8. REFUNDS

Once your authorised return is received and inspected, we will notify you whether the refund has been approved.

When you validly exercise your right of withdrawal, eligible payments will be refunded within 14 calendar days from the date on which you informed us of your decision to withdraw.

However, we may withhold the refund until:

  • We receive the returned product; or

  • You provide evidence that the product has been shipped back,

whichever occurs first.

Approved refunds will be issued to the original payment method used for the purchase.

Depending on your bank, card issuer or payment provider, additional processing time may be required before the refund appears in your account.

9. ORIGINAL DELIVERY COSTS

When a valid withdrawal applies, we will refund the standard delivery cost originally paid for the order, where required by law.

If you selected a more expensive shipping option than our least expensive standard delivery method, the additional shipping cost may not be refunded.

Additional charges resulting from an incorrect or incomplete address supplied by the customer are not refundable unless required by law.

10. PARTIAL REFUNDS

A partial refund may be issued where legally permitted if:

  • The product shows handling beyond what was necessary to inspect it;

  • The product has been returned damaged or incomplete;

  • Accessories, packaging, promotional items or components are missing;

  • The product’s value has been reduced due to the customer’s actions.

We will provide an explanation if a deduction is applied.

11. REFUSED OR UNCLAIMED DELIVERIES

If an order is refused, unclaimed or returned because the customer:

  • Provided an incorrect or incomplete address;

  • Failed to collect the parcel;

  • Refused delivery without exercising the right of withdrawal correctly;

  • Failed to pay applicable import charges when properly disclosed,

reasonable shipping or return costs may be deducted from the refund, where permitted by law.

This does not affect the customer’s statutory rights.

12. ORDER CANCELLATIONS

Contact us as soon as possible if you wish to cancel an order.

We may be able to cancel an order before it has been processed or dispatched. However, we cannot guarantee cancellation once fulfilment has begun.

If the order has already been dispatched, you may exercise your applicable return or withdrawal rights after receiving it.

13. EXCHANGES

We do not currently offer direct exchanges.

To obtain another product, size or variation, you should return the eligible original item in accordance with this policy and place a new order separately.

Defective, damaged or incorrect products may be replaced without requiring a new purchase.

14. PROMOTIONAL ORDERS AND BUNDLES

Products purchased as part of a bundle or promotional offer may need to be returned together to qualify for a full refund.

When only part of a bundle is returned, the refund may be recalculated based on the regular price of the products retained by the customer.

Free gifts received as part of a promotion must also be returned unused and unopened. If a promotional gift is not returned, its value may be deducted from the refund where legally permitted.

15. LEGAL GUARANTEE

This policy does not limit or replace the mandatory legal guarantee and consumer rights available under Portuguese and European Union law.

If a product is defective, does not match its description or does not function as reasonably expected, you may be entitled to a repair, replacement, price reduction or refund, as provided by applicable law.

16. CONTACT US

For return, withdrawal or refund requests, contact:

Aurelys
Website: https://myaurelys.co
Email: support@myaurelys.co
Country of registration: Portugal

Please include your order number in all correspondence.

MODEL WITHDRAWAL FORM

Complete and send this form only if you wish to withdraw from your purchase.

To: Aurelys — support@myaurelys.co

I hereby give notice that I withdraw from my contract for the purchase of the following goods:

Product(s):

Order number:

Order date:

Date received:

Customer’s full name:

Customer’s address:

Customer’s email:

Date:

Signature:
Only required when this form is submitted on paper.