Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at aulivex.support@gmail.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at aulivex.support@gmail.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at aulivex.support@gmail.com.
1. Overview
At Aulivex, customer satisfaction is important to us. If you experience a problem with your order, please contact our support team before returning any product.
Support Email: aulivex.support@gmail.com
Do not return any item without receiving written return instructions from our support team.
2. Return Eligibility
You may request a return within 30 days of receiving your order if:
- The product arrived damaged.
- You received the wrong product.
- The item has a manufacturing defect.
- The product is significantly different from its description.
To qualify for a return:
- The item must not be intentionally damaged or altered.
- You may be asked to provide clear photos or videos of the issue.
- Proof of purchase (order number or receipt) is required.
3. Products That Cannot Be Returned
For hygiene, safety, or supplier restrictions, the following items may not be eligible for return unless they arrive damaged or defective:
- Personal care products
- Beauty items
- Customized or personalized products
- Gift cards
- Clearance or final sale items
- Perishable goods (if offered)
4. Return Authorization
Do not send any product to any address shown on the package.
Our products may be fulfilled from different suppliers or warehouses.
After your return request is approved, we will provide the correct return instructions and return address if a return is required.
Unauthorized returns may not be accepted.
5. Damaged or Defective Products
If your product arrives damaged or defective:
Please contact us within 48 hours of delivery.
Include:
- Your order number
- Clear photos of the product
- Photos of the packaging
- A short description of the issue
After review, we may offer:
- Replacement
- Refund
- Store credit (where appropriate)
6. Wrong Item Received
If you receive an incorrect product:
Contact us within 7 days of delivery.
Once verified, we will arrange an appropriate solution, which may include a replacement or refund.
7. Lost Packages
If tracking indicates that your order has not been delivered within a reasonable time, please contact us.
We will investigate the shipment with the shipping carrier and supplier before determining the appropriate resolution.
8. Order Cancellation
Orders may be cancelled before they enter processing.
Once an order has been processed or shipped, cancellation may no longer be possible.
9. Change of Mind
If you simply change your mind after receiving your order:
- Return requests may be reviewed individually.
- The item must be unused and in its original condition.
- Return shipping costs may be the customer's responsibility unless otherwise required by applicable law.
10. Refund Process
Approved refunds will be issued to the original payment method.
Processing times vary depending on your payment provider.
Banks and payment providers may require additional time before funds appear in your account.
11. Non-Refundable Costs
Unless required by law:
- Original shipping charges are generally not refundable.
- Return shipping costs may not be refundable.
12. Fraud Prevention
To protect customers and our business, Aulivex reserves the right to refuse fraudulent, abusive, or excessive refund requests.
Requests containing false information or manipulated evidence may be declined.
13. Contact Us
For any questions regarding returns or refunds:
