Return Policy

At Maison Aurenor, we hope that every product becomes a ritual of care and beauty for you. Should this not be the case, returning your order is simple and straightforward.

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1. Cooling-off & Return Period

You have the right to withdraw from your purchase within 14 days after delivery, without giving any reason.

After notifying us of your withdrawal, you have a further 14 days to return the products to us.

2. Conditions for Returns

• Products must be returned unopened, unused and in their original packaging.

• For reasons of hygiene, skincare products can only be returned if the seal remains intact.

• Opened or used products cannot be accepted.

3. Costs of Return Shipping

• The cost of returning products is at your own expense, unless the return is due to an error on our part (e.g. a damaged or incorrectly delivered item).

4. Refunds

• Once we have received and inspected the returned items, we will refund the full purchase amount, including the original shipping costs (where applicable), within 14 days, using the same payment method as the original transaction.

• If only part of the order is returned, the original shipping costs will not be refunded.

5. Exceptions

• Personalised items or special orders cannot be returned.

• Products that are sealed for hygiene or health protection reasons can only be returned if the seal is intact.

6. How to Return a Product

1. Contact us within 14 days after delivery by sending an email to contact@aurenor.com, including your order number and reason for return.

2. We will provide you with return instructions and the return address.

3. Pack the products carefully to prevent damage, and include the packing slip or your order number with the parcel.

4. Always keep your proof of postage until your return has been fully processed.

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We have a 14-day return policy, which means you have 14 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 contact@aurenor.com. Please note that returns will need to be sent to the following address: [Postbus 67027, 1060 JA Amsterdam] 

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 contact@aurenor.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 contact@aurenor.com.