How to Do a Return/Refund

At Aurazy, we want your experience to be completely hassle-free. Because we process approved claims directly, you never need to ship items back to us!

If your order arrived damaged, incorrect, or hasn't arrived within our guaranteed delivery windows, follow the 3 simple steps below to request a replacement or full refund. (Be sure to read our full Return & Refund Policies for more information).

Step 1: Check Your Eligibility

Before reaching out, please ensure your request meets our policy windows:

  • Damaged / Defective Items: Report within 30 days of delivery.
  • Incorrect / Missing Items: Report within 7 days of delivery.
  • Order Cancellations: Request before processing begins (within 1–3 business days).

Delivery Delays: If an order shows no tracking information, remains pending or in transit, or expires beyond:

  • 45 days (U.S. orders)
  • 60 days from the shipping date (rest of the world)

Note: Our policy does not cover buyer’s remorse, change of mind, or customer selection errors (such as choosing the wrong item, size, or color).


Step 2: Gather Your Proof

To process your request quickly without back-and-forth emails, please have the following ready:

  1. Your Order Number (e.g., #AZ1001)
  2. Clear Photos / Video:

    For damaged/defective items: Capture images and/or videos displaying the defect clearly (e.g., the product not working), plus a clear photo of the shipping label on the box/bag.

    For incorrect/missing items: Photos of the items received, the original packaging, and the shipping label. Indicate what part of the order was incorrect (e.g., SKU, color, or size).

    For missing delivered packages: Proof of a carrier claim resolution or written non-receipt confirmation from your local post office.

Step 3: Send Us an Email

Send your request to aurazyshop@gmail.com using one of the email templates below. Our support team typically reviews and processes claims within 24–48 business hours.

Copy & Paste Email Templates

Option A: Damaged or Defective Item (Within 30 Days)

Subject: Claim: Damaged Item - Order [Your Order Number]

Email Body:

Hi Aurazy Shop Team,

I received my order [Your Order Number], but my item arrived damaged/defective.

  • Item Name: [Name of the product]
  • Description of Issue: [Briefly describe the damage/defect]

I have attached the required evidence to this email:

  1. Clear photo/video showing the defect.
  2. Photo of the shipping label on the package.

Please let me know if you can send a replacement or issue a full refund.

Thank you,

[Your Full Name]

Option B: Incorrect or Missing Item (Within 7 Days) 

Subject: Claim: Incorrect/Missing Item - Order [Your Order Number]

Email Body:

Hi Aurazy Shop Team,

I received my order [Your Order Number], but there is an issue with the contents.

  • Issue: [Select one: Received incorrect item / Item missing from order]
  • Details: [Specify what was missing or what incorrect item you received]

I have attached the required photos:

  1. Photos of all items received in this shipment.
  2. Photos of the original packaging and the shipping label.

Please advise on sending the correct item or issuing a refund.

Thank you,

[Your Full Name]

Option C: Delayed or Undelivered Package

Subject: Claim: Package Not Received - Order [Your Order Number]

Email Body:

Hi Aurazy Team,

I am contacting you regarding my order [Your Order Number].

  • Status: [Select one: Order delayed over 45 days (USA) or 60 days (Rest of the world) / Marked as Delivered but not received]
  • Tracking Number: [Your Tracking Number]

(If marked as "Delivered" but missing): I have checked with my household members and neighbors. Attached is my proof of carrier claim resolution / written confirmation from my local post office confirming non-receipt.

Please review my order status and issue a reshipment or refund.

Thank you,

[Your Full Name]

Option D: Order Cancellation Request (Before Fulfillment)

Subject: Request: Cancel Order [Your Order Number]

Email Body:

Hi Aurazy Team,

I placed order [Your Order Number] on [Date] and would like to request a cancellation before processing/shipping begins.

Please confirm if the order can be canceled and a full refund issued.

Thank you,

[Your Full Name]