Return & Refund Policy

At Aurazy, we stand behind the quality of our products. For your convenience, approved refund or replacement claims are processed directly without requiring you to ship the physical item back to us.

Refunds or replacements for physical product orders are available only when an issue arises from our end (e.g., delivery failure, damaged product, missing or incorrect items) under the conditions outlined below:

Note: Refunds or replacements are not issued for buyer’s remorse, change of mind, or customer selection errors (such as selecting the wrong item, size, or color).

a. Order delays

If an order shows no updated tracking information, remains pending, or exceeds the following delivery windows from the shipping date:

  • United States: 45 days
  • Brazil: 110 days
  • Rest of the World: 60 days.

Aurazy will, at its discretion, resend the product or issue a full refund.

b. Delivered orders

If tracking indicates that your package was delivered, a refund or replacement cannot be automatically processed. If you have not received your order despite a "Delivered" status:

  • Please verify with household members, neighbors, or your local delivery carrier.
  • To process a missing package claim, proof of a carrier claim resolution or written confirmation of non-receipt from your local post office is required.

c. Damaged products

A full refund or replacement will be issued if items arrive damaged or defective.

  • Reporting Window: Must be reported within 30 days of delivery.
  • Evidence Required: You must provide clear photos or a short video demonstrating the defect or damage, along with an image of the shipping label.
  • Packaging Note: Refunds apply exclusively to damaged or non-functional products. Minor cosmetic wear or damage to outer protective packaging during transit is not eligible for a refund if the item inside remains intact and fully functional.

d. Incorrect or missing products
A full refund or replacement will be issued for incorrect or missing items.

  • Reporting Window: Must be reported within 7 days of delivery.
  • Evidence Required: You must submit clear photos of the received items, the original packaging, and the shipping label, clearly showing the discrepancy (e.g., incorrect SKU, color, or quantity).

e. Order Cancellation
A full refund is available if an order cancellation is requested before processing begins (within 1–3 business days). Once an order has entered processing or fulfillment, it can no longer be canceled unless another issue arises regarding the product or shipment.

f. Refund eligibility window
Refunds/replacements are only possible if payment was made within 90 days prior to the refund request.

Any order older than 90 days is automatically ineligible, regardless of the reason.