Refund policy

Returns & Refund Policy

Last updated: January 28, 2026

At Aurrelle, we aim to ensure every customer feels confident in their purchase. Please review our return and refund guidelines carefully.

If you need assistance, you may visit our Customer Care or Contact Support.

What Is Your Return Window?

We offer a 30-day return window, which means you have 30 days from the date you receive your item to request a return.

What Items Are Eligible for Return?

Due to hygiene and safety standards, hair devices must remain:

  • Unused

  • Unopened

  • In their original sealed packaging

  • Accompanied by proof of purchase

Returns that do not meet these conditions may be refused.

What Items Are Not Eligible for Return?

The following are not eligible:

  • Opened or used hair devices

  • Products with removed seals or protective films

  • Sale or discounted items

  • Gift cards or promotional items

  • Items damaged due to misuse, improper handling, or normal wear

If you are unsure about your item’s eligibility, please contact returns@aurrelle.com before shipping it back.

How Do I Start a Return?

To request a return, email:

returns@aurrelle.com

Please include:

  • Your order number

  • Reason for return

  • Photos (if reporting damage or defect)

Items sent without prior approval will not be accepted.

For general support questions, you may use our Contact Support

Who Pays for Return Shipping?

  • Customers are responsible for return shipping costs

  • Original shipping fees are non-refundable

  • If the return is due to a verified defect or shipping error on our part, we will cover return shipping

What If My Item Arrives Damaged?

Please inspect your order upon delivery.

If your item is defective, damaged, or incorrect:

  • Contact us within 48 hours

  • Provide clear photos or videos

We will evaluate the issue and offer an appropriate resolution.

How Long Do Refunds Take?

Once we receive and inspect your return:

  • You will be notified of approval or rejection

  • Approved refunds are issued to the original payment method

  • Refunds are processed within 7–14 business days

Bank processing times may vary.

If more than 15 business days have passed since approval, please contact returns@aurrelle.com.

European Union – 14-Day Cooling-Off Period

If your order is shipped to the European Union, you have the right to cancel or return your order within 14 days of delivery, without providing a reason.

However, this right does not apply to sealed goods that are not suitable for return due to health or hygiene reasons once unsealed.

Items must remain unopened and unused to qualify.

Need Further Assistance?

For general information, visit our Customer Care

For inquiries regarding your specific order, please use Contact Support