Refund policy

Return and Refund Policy — Auralys Boutique

At Auralys Boutique, customer satisfaction is a priority. We want to offer you a simple, transparent and pleasant shopping experience. If, for any reason, an item does not suit you, you may request a return in accordance with the conditions described in this policy.

We invite you to carefully read the information below before shipping your package.

1. 15-Day Right of Withdrawal

You have 15 calendar days from the delivery date of your order to contact us and request a return.

Any request made after this period has expired may be refused.

The period begins on the date the package is marked as delivered by the carrier. We therefore recommend checking your order as soon as you receive it and contacting us promptly if you wish to make a return.

Important: simply shipping an item back does not constitute a return request. You must first contact our customer service team to report your request and obtain the proper instructions and return address.

2. Conditions for Accepting a Return

For an item to be eligible for a refund, it must be returned in a condition that allows it to be resold.

The item must:

  • Be in its original condition;

  • Be new, unworn and unwashed;

  • Show no signs of use, damage, alteration or wear;

  • Be returned with its original packaging, when provided;

  • Have all its tags and product labels intact;

  • Be accompanied by all accessories, items or gifts included with the order, if applicable;

  • Be properly packaged to prevent damage during transport.

Any returned item that does not meet these conditions may be refused or ineligible for a refund.

We recommend keeping items in their original packaging until you have decided whether to keep or return them.

3. Return Shipping Costs and Responsibility

Responsibility for return shipping costs depends on the reason for the return.

Change of Mind

If you wish to return an item due to a change of mind, a sizing, color, or style error, personal preference, or any other reason not resulting from an error on our part, return shipping costs are entirely the customer's responsibility.

In this case:

  • Shipping costs incurred to return the item are non-refundable;

  • Original shipping fees associated with the order are non-refundable;

  • The customer is responsible for choosing and paying for the carrier used for the return.

We strongly recommend using a shipping service that allows the package to be tracked.

Defective, Damaged, or Incorrect Item

If you receive a defective or damaged item, or one that does not match what you ordered, please contact our customer service team before proceeding with the return.

After reviewing the situation, if the error or problem is confirmed to be caused by Auralys Boutique, the return shipping costs will be fully covered by Auralys Boutique.

To help us process your request quickly, we may ask you to provide photos or information about the item received.

4. Return Procedure — Step by Step

To make a return, please carefully follow the steps below.

Step 1 — Contact Our Customer Service

Before shipping your item, contact us by email at:

support@auralysboutique.com

In your message, please include your order number and the reason for your return request.

Our team will then provide you with the necessary information, including the address of our sorting center and, when necessary, specific instructions for your return.

Please do not send your package to any address other than the one provided by our customer service team.

Step 2 — Prepare the Package

Carefully pack the item to protect it during transport.

We ask that you return the item with:

  • Its original packaging, when available;

  • Its tags intact;

  • All accessories and items included with the order;

  • Your order number, clearly indicated inside the package.

Adequate packaging reduces the risk of damage during transport and makes it easier for us to process your return upon receipt.

Step 3 — Ship the Package

Once you have received the return instructions, you can drop off your package with the carrier of your choice, unless our customer service team advises otherwise.

For your protection, we strongly recommend choosing a shipping service with tracking and proof of drop-off.

The customer remains responsible for the package until it is received at our sorting center. Auralys Boutique cannot be held responsible for a package that is lost, stolen or damaged during return transit when the shipping costs and shipping are the customer's responsibility.

Keep your proof of shipment and tracking number safe until your return has been confirmed as processed.

Step 4 — Receipt and Inspection

Upon receiving your package, our team will inspect the item to verify that it meets the return conditions outlined in this policy.

Inspection is generally carried out within 48 hours of receiving the package.

We will check, among other things:

  • The item's overall condition;

  • Whether it is new and unused;

  • The presence of tags;

  • The presence of included accessories and items;

  • Compliance with the applicable return conditions.

Once the inspection is complete, we will confirm whether the return has been accepted or refused.

5. Refund Timeline and Method

When your return is accepted, the refund is issued to the original payment method used for your purchase.

After our team validates the return, bank processing time generally takes between 3 and 15 business days before the amount appears in your account.

The actual timeline may vary depending on your financial institution, card provider, or payment method used.

If your refund has been confirmed by Auralys Boutique but the amount does not appear after the expected timeframe, we recommend checking your bank statement and, if needed, contacting your financial institution.

6. Non-Compliant Returns

A return may be refused if the item does not meet the conditions outlined in this policy.

This may include an item that:

  • Has been worn or used;

  • Has been washed or altered;

  • Shows signs of wear or damage caused after delivery;

  • Is missing tags that were originally present;

  • Is returned without the accessories or items included with the order;

  • Is returned after the 15-day window has expired;

  • Is sent without first following the return procedure.

If a return is not accepted, our team will inform you of the situation and the applicable next steps.

7. Important Tips Before Making a Return

To help speed up processing of your request, we recommend that you:

  1. Check that you are still within the 15 calendar day window;

  2. Contact our customer service team before shipping your package;

  3. Keep your order number handy;

  4. Return the item in its original condition;

  5. Use sufficiently protective packaging;

  6. Choose a shipping service with tracking;

  7. Keep your proof of shipment until your return has been received and validated.

8. Contact Us

For any questions regarding a return, refund, or order, our team is available to help you.

Auralys Boutique Customer Service
📧 support@auralysboutique.com

When contacting us about a return, please always include your order number so we can process your request more quickly.

Summary

Situation Return Shipping Cost Refund
Change of mind Customer's responsibility Yes, if conditions are met
Size/color/style error Customer's responsibility Yes, if conditions are met
Defective item Covered by Auralys Boutique after confirmation Yes, subject to validation
Item damaged on arrival Covered by Auralys Boutique after confirmation Yes, subject to validation
Wrong item received Covered by Auralys Boutique after confirmation Yes, subject to validation
Return outside the window — May be refused
Item used, worn or washed — May be refused

Auralys Boutique reserves the right to inspect every return before proceeding with a refund.