Returns & Refunds
You would like to return an item or there is a problem with your order? Here you can find the most important information about returns and refunds at AuraGleam.
Returns Within the Withdrawal Period
For items for which a statutory right of withdrawal applies, you may withdraw from your contract within the statutory 14-day withdrawal period.
The easiest way to exercise your right of withdrawal is by using the “Withdraw from Contract” function in the footer of our website.
Alternatively, you can notify us of your withdrawal, for example, by email at support@auragleamjewelry.com.
You can find all legal details regarding deadlines, requirements and consequences in our Cancellation Policy / Instructions on the Right of Withdrawal.
Where Should I Send My Return?
After exercising your right of withdrawal, please return the relevant items within the statutory period to:
Lyvola UG (haftungsbeschränkt) / AuraGleam
Ammerseestraße 30
82061 Neuried
Germany
Please package the items carefully so that they are adequately protected during return shipping.
Who Pays the Return Shipping Costs?
In the case of a standard withdrawal, for example because you do not like an item, you bear the direct costs of returning the goods.
However, if an item is defective, damaged or you received the wrong item, your statutory warranty rights apply. In this case, please contact us first at support@auragleamjewelry.com so that we can determine the appropriate solution and, where necessary, arrange the return.
In What Condition Can I Return an Item?
You may inspect an item to the extent necessary to establish its nature, characteristics and functioning.
A return is therefore not excluded solely because the packaging has been opened.
However, if an item has been used beyond what is necessary for such inspection and this has resulted in a loss of value, you may be liable for diminished value.
When Will I Receive My Refund?
Following a valid withdrawal, we will generally refund all payments received from you, including the cost of our least expensive standard delivery option offered.
Additional costs resulting from your choice of a delivery method other than our least expensive standard delivery option will not be refunded.
The refund will generally be made using the same payment method that you used for your order.
We may withhold the refund until we have received the returned goods or until you have provided evidence that you have returned them.
Damaged, Defective or Incorrect Items
Please inspect your order after receiving it.
If an item has been delivered damaged, defective or incorrect, please contact us at support@auragleamjewelry.com and, if possible, provide your order number and a brief description of the problem.
Your statutory warranty rights remain fully unaffected. We will bear the necessary transport costs incurred as part of any required remedy in accordance with the statutory provisions.
Mystery Bags
Our Mystery Bags are individually assembled based on the preferred colors selected when placing the order and the personal preferences communicated to us.
For customized Mystery Bag orders, the exception from the statutory right of withdrawal described in our General Terms and Conditions and our Cancellation Policy / Instructions on the Right of Withdrawal applies.
Your statutory rights in the event of defective, damaged or non-conforming Mystery Bags remain unaffected.
Exchanges
We currently do not offer direct exchanges.
Where a right of withdrawal applies to the relevant item, you may return the goods under that right and then place a separate new order for the desired item.
Sale Items
Statutory consumer rights generally also apply to discounted items and sale products. A price reduction alone does not exclude the statutory right of withdrawal.
Any Questions?
If you have any questions about a return or refund, you can contact us at: