Refund & Returns Policy

Last updated: 29 June 2026

This Refund & Returns Policy explains how returns, refunds, exchanges and damaged or defective products are handled by Aurezza.

Aurezza is operated by A.G.A. Florio Holding B.V., based in the Netherlands.

If you have any questions about a return or refund, please contact us at:

Email: info@aurezza.shop

Please include your order number when contacting us about an order.

1. Right of Withdrawal

As a consumer, you generally have the right to withdraw from your online purchase within 14 days after receiving your order, without giving a reason.

The withdrawal period starts on the day after you, or a third party appointed by you, receives the product.

To exercise your right of withdrawal, you must inform us within the 14-day period that you wish to cancel your purchase.

You can do this by contacting us at:

info@aurezza.shop

Please include:

your order number;
your full name;
the email address used for the order;
the product or products you wish to return;
the reason for return, if you wish to provide one.

2. Return Period

After notifying us that you wish to withdraw from your purchase, you must return the product as soon as possible and no later than 14 days after notifying us of your withdrawal.

Returns sent after this period may be refused, unless otherwise required by law.

3. Return Conditions

Returned products must be handled with care and returned in a condition that allows us to assess and, where possible, resell the product.

Products should be returned:

unused;
complete;
undamaged;
in the original packaging where reasonably possible;
with all accessories, protective materials, labels and documentation included;
with the hygienic seal intact where applicable.

You may inspect a product in the same way as you reasonably would in a physical store. If the product has been used more than necessary to determine its nature, characteristics or functioning, we may deduct a reasonable amount for loss of value from the refund.

4. Perfumes, Cosmetics and Hygiene-Sensitive Products

For reasons of health protection and hygiene, certain products can only be returned if they are unused, unopened and, where applicable, still sealed.

This applies to products such as:

perfumes;
cosmetics;
skincare products;
hair products;
body care products;
other hygiene-sensitive products.

If the hygienic seal has been broken after delivery, the right of withdrawal may lapse if the product is no longer suitable for return for health protection or hygiene reasons.

Products that have been opened, used, sprayed, tested, damaged or returned incomplete may be refused or may be subject to a reduction in value, depending on the condition of the product and applicable law.

5. Non-Returnable Products

Products may not be eligible for return, or may only be eligible for a partial refund, if:

the hygienic seal has been broken after delivery;
the product has been used, sprayed, tested or opened where hygiene rules apply;
the product is damaged or incomplete;
the original packaging or protective materials are missing or damaged beyond what is necessary to inspect the product;
the return request was made outside the statutory period;
the product is not suitable for return for health protection or hygiene reasons;
the product was custom-made, personalized or otherwise excluded from withdrawal by law.

This applies only to the extent permitted by applicable consumer law.

6. Return Shipping Costs

Return shipping costs are the responsibility of the customer, unless the product was delivered damaged, defective or incorrect.

We recommend returning products with a track & trace shipping method. You are responsible for the return shipment until we have received it.

If a return is lost or damaged during return shipping and no proof of shipment is available, we may not be able to process the refund.

7. Damaged, Defective or Incorrect Products

If your order arrives damaged, defective or incorrect, please contact us as soon as possible at:

info@aurezza.shop

Please include:

your order number;
a description of the issue;
clear photos of the product;
clear photos of the outer packaging;
clear photos of the shipping label;
any other relevant information.

If the product is confirmed to be damaged, defective or incorrectly delivered, we will provide an appropriate solution. Depending on the situation, this may include replacement, refund or another suitable remedy.

In these cases, return shipping costs will not be charged to you if a return is required.

8. Refunds

Once we have received and checked your returned product, we will process your refund as soon as possible.

Refunds are made using the same payment method used for the original order, unless we agree otherwise.

Payments and refunds may be processed through our payment provider, Mollie.

We may wait to issue the refund until we have received the returned product or until you have provided proof that the product has been returned.

If your full order is returned under the right of withdrawal, we will refund the purchase price and the standard delivery cost paid for the original shipment, if applicable. Additional costs for premium or express delivery options may not be refunded.

Return shipping costs are not refunded unless the product was damaged, defective or incorrectly delivered.

9. Partial Refunds and Reduction in Value

We may apply a partial refund or reduction in value if a returned product:

has been used beyond what is necessary to inspect it;
is damaged;
is incomplete;
is missing packaging, accessories or protective materials;
cannot be resold as new due to how it was handled;
has a broken hygienic seal where hygiene rules apply.

We will assess returned products carefully and fairly in accordance with applicable law.

10. Exchanges

We do not always offer direct exchanges.

If you wish to exchange a product, please contact us first. In many cases, the fastest solution is to return the original product and place a new order.

If the product was damaged, defective or incorrectly delivered, we will assess whether a replacement can be provided.

11. How to Register a Return

To register a return, please contact us at:

info@aurezza.shop

Include the following information:

order number;
full name;
email address used for the order;
product or products you wish to return;
reason for return, if applicable;
photos, if the product is damaged, defective or incorrect.

After your return request has been reviewed, we will provide return instructions.

Please do not send products back before receiving return instructions from us.

12. Refused or Unclaimed Deliveries

If a package is refused, not collected from a pickup point or returned to us due to incorrect address details provided by the customer, we may deduct reasonable shipping, return and handling costs from any refund, unless otherwise required by law.

Please always check your delivery details carefully before placing an order.

13. Warranty and Legal Rights

This policy does not affect your statutory rights.

As a consumer, you are entitled to receive a product that conforms to the purchase agreement. If a product is defective, incorrectly delivered or does not match the description, please contact us within a reasonable period.

We will assess the issue and provide an appropriate solution in accordance with applicable consumer law.