Refund policy

We stand behind Aurvie with a 90-day risk-free guarantee, which means you have 90 days after receiving your item to request a return for a full refund, even if you have used it.

To start a return, contact us at hello@aurvie.com with your order number. 

If your return is accepted, we will send you instructions on how and where to send your package. Customers are responsible for the cost of return shipping, and we do not charge any restocking fees. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at hello@aurvie.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.

Two-year warranty
Every Aurvie device is covered by a two-year warranty against manufacturing faults from the date of delivery. If your device stops working as it should under normal use, contact us at hello@aurvie.com with your order number and a short description of the fault, and we will repair or replace it. The warranty does not cover accidental damage, water damage, misuse or normal wear.

Order never arrived
If your tracking shows delivered but you have not received your order, or your order has not arrived within the expected delivery window, contact us at hello@aurvie.com within 7 days. We will investigate with the carrier and put it right with a replacement or a full refund.

Cancellations
If you need to cancel an order, contact us at hello@aurvie.com as soon as possible. If your order has not yet been dispatched, we will cancel it and issue a full refund. Once an order has been dispatched it cannot be cancelled, but you can return it under our 90-day guarantee.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants) and custom products (such as special orders or personalized items). 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 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. Please return the item in the same condition you received it, with 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 hello@aurvie.com.

Contact
Aurvie, 85 Great Portland Street, London W1W 7LT, United Kingdom.
Email: hello@aurvie.com
Phone: +44 7868 262933