Refund policy
Refund & Returns Policy
At AURVEIL, we want you to be completely happy with your purchase. If something isn't right, we're here to help.
Your Right to Cancel (UK Law)
Under the UK Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item(s), without giving a reason. To exercise this right, please contact us within 14 days of delivery at support@aurveil.co.uk.
Once we confirm your cancellation, we will issue a full refund to your original payment method within 14 days. In most cases, you will not need to return the item — we will confirm this when you contact us.
How We Handle Refunds & Replacements
Because AURVEIL works with fulfilment partners to ship your order, physical returns are generally not required. In most cases, if your item is eligible, we will issue a refund or send a replacement — you keep the original item.
To be eligible, your request must be made within 30 days of delivery (see conditions below).
Non-refundable / non-returnable items:
- Items marked as final sale at the time of purchase
- Personalised or custom-made (Print-on-Demand) items — these cannot be cancelled once the order is placed
- Perishable goods
- Intimate or sanitary goods (for hygiene reasons)
- Digital downloads
How to Request a Refund or Replacement
Email us at support@aurveil.co.uk with:
- Your order number
- A description of the issue
- For damaged or incorrect items: clear photos or a short video showing the problem
We will respond within 2 business days. Please do not attempt to send items back without contacting us first — we will advise whether a return is necessary.
Faulty, Damaged, or Incorrect Items
If you receive a damaged, defective, or incorrect item:
- Contact us at support@aurveil.co.uk within 30 days of delivery
- Include your order number and clear photo or video evidence of the issue
- We will arrange a full refund or replacement at no cost to you
Please note: if packaging is damaged but the product itself is intact and functional, we are unable to process a refund on that basis alone.
Lost or Undelivered Orders
If your order has not arrived within the estimated delivery window, please contact us. We will investigate with our fulfilment partner. Please be aware that for non-delivery claims, resolution may take up to 60 days from the original dispatch date while we investigate with our shipping carrier. We will keep you updated throughout.
Refund Eligibility Window
Refund and replacement requests must be submitted within 90 days of the original order date. Requests outside this window cannot be processed.
Refunds — Timeline
Once your refund is approved, it will be processed to your original payment method within 5–10 business days. Please allow additional time for your bank to process the transaction.
Late or Missing Refunds
If you haven't received your refund after 10 business days, first check your bank account, then contact your card provider. If you've done both and still have not received it, contact us at support@aurveil.co.uk and we will provide a reference number to help trace it.
Your Statutory Rights
Nothing in this policy affects your statutory rights under UK law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.