Exchanges, Returns and Refunds Policy

Thank you for shopping with AURA Maison.

We want your experience with us to be simple and transparent. This policy applies to purchases made through our online store, without prejudice to consumers’ statutory rights.

Right of withdrawal

For online purchases, consumers generally have 14 days to notify us of their decision to withdraw from the contract, without giving a reason.

As a rule, this period begins on the day the consumer, or a third party designated by the consumer who is not the carrier, takes physical possession of the product.

To exercise this right, please contact us at aura.maison@outlook.com and clearly state that you wish to return your order.

Return conditions

The product should be returned in a condition that allows it to be inspected and, where appropriate, resold.

Where possible:

• the item should be returned in its original packaging;
• all accessories, components and other items supplied with it should be included;
• proof of purchase should be provided.

Consumers may handle the product only to the extent necessary to establish its nature, characteristics and functioning.

If the product shows signs of use beyond what is necessary for this purpose, the consumer may be liable for any resulting reduction in its value.

Time limit for returning the product

After notifying us of their decision to withdraw, consumers have 14 days to return the product to AURA Maison.

Return instructions and the return address will be provided after you contact us.

Please do not send any item back before contacting AURA Maison.

Return costs

Unless expressly stated otherwise, the consumer is responsible for the direct cost of returning the product.

We recommend using a tracked shipping method, especially for higher-value items.

AURA Maison is not responsible for returned parcels lost in transit when the return method has been chosen and arranged directly by the consumer.

Refunds

After receiving notice of withdrawal, we will reimburse the payments received in accordance with applicable law.

Where possible, the refund will be made using the same payment method used for the purchase.

The cost of the least expensive standard delivery method offered for the order will also be refunded. If the customer voluntarily chose a more expensive delivery method, the additional cost of that option does not have to be refunded.

AURA Maison may withhold the refund until:

• we receive the returned product; or
• we receive evidence that it has been sent back,

whichever occurs first.

Personalised products

The right of withdrawal may not apply to products that are:

• made to the consumer’s individual specifications;
• personalised with names, inscriptions or other details requested by the customer;
• made in special sizes or configurations specifically requested for that order.

This exception applies only when the product is genuinely personalised according to the customer’s specifications.

The mere fact that an item is made after an order is placed does not, in itself, mean that it is personalised.

Sale items

Products purchased on sale or at a discount remain subject to the statutory rights applicable to distance purchases.

A price reduction does not, in itself, remove the right of withdrawal or the consumer’s rights regarding the conformity of the product.

Exchanges

If you would like to exchange an item for another variant, colour or model, please contact us at aura.maison@outlook.com.

Exchanges are subject to the availability of the requested product.

If the exchange is not due to a defect or an error by AURA Maison, return and new delivery costs may apply.

Damaged, incorrect or defective products

If you receive:

• a damaged product;
• an item different from the one you ordered; or
• a product that appears to be defective or lacking in conformity,

please contact us as soon as possible at aura.maison@outlook.com.

Where possible, please send photographs of:

• the product;
• the defect or damage;
• the inside of the packaging;
• the outside of the packaging; and
• the shipping label.

In these cases, the matter will be assessed in accordance with statutory rights relating to the conformity of goods.

In Portugal, sellers are generally liable for any lack of conformity that becomes apparent within three years of delivery of the goods.

Depending on the circumstances and the applicable legal requirements, the consumer may be entitled to have the goods brought into conformity, a replacement, a price reduction or termination of the contract.

Orders damaged in transit

If the packaging shows visible damage at the time of delivery, we recommend reporting it to the carrier where possible.

Then contact us with photographs of the packaging and the item so that we can assess what happened.

Gifts

If an item was sent directly as a gift, any return or refund request will be assessed in light of the payment method used for the original order.

Unless otherwise agreed, refunds will be made to the original payment method.

Refunds not yet received

After you receive confirmation that a refund has been issued, the time it takes to appear in your account may vary depending on the bank, card issuer or payment provider.

If the time frame indicated by the payment provider has passed and you still have not received the money, please contact us at aura.maison@outlook.com.

Contact

To request a return or exchange, or to ask any question about an order, please use:

Email: aura.maison@outlook.com

Return instructions and the return address will be provided after you contact us.