Return & Refund Policy

By Aurellian Return & Refund Policy

Last Updated: October 2025

This Return & Refund Policy applies to all purchases made through the By Aurellian online store.

Contact Details

For any inquiries regarding returns or refunds, please reach out to our customer support team through the following channels:

Email: support@byaurellian.com
Contact Page: byaurellian.com/pages/contact
Mailing Address: Maarseveensestraat 9, 2574 RW, The Hague, South-Holland, The Netherlands
Phone: +31 6 40755132

Eligibility and Timeframe

Customers located in Australia have the right to return their purchase within 30 calendar days from the delivery date, with no obligation to provide a reason.

How to Start a Return

Notify Us: Email support@byaurellian.com including your order number and reason for the return.
Approval & Instructions: Once reviewed, we’ll provide detailed return instructions and, if applicable, a prepaid return label.

Packaging & Shipping Guidelines

Place the item securely in its original packaging with all tags and labels attached.
Include the return authorisation slip and any supporting documents or images.
Attach the provided return label before sending the package back.

Return Shipping Costs

Product Faults or Errors: If your item is faulty, incorrect, or damaged during transit, return shipping is free of charge.
Customer-Initiated Returns: For returns due to personal preference or purchasing mistakes, return shipping costs will be the customer’s responsibility.

Conditions for Refunds and Returns

Change of Mind: You may return items within 30 days of delivery, provided they are unused, undamaged, and in their original packaging.
Defective Products: Contact our team immediately. We’ll cover all return shipping costs and offer a replacement or full refund.
Damaged on Arrival: Email us photos of the damage within 48 hours. We’ll review and cover return costs if required.
Wrong Product Received: Contact us, and we’ll arrange for the correct item to be sent and cover the return costs.
Item Never Arrived: If your order hasn’t arrived, contact us so we can investigate. If lost, we’ll offer a replacement or refund.
Order Cancellation: You may cancel your order before it ships. Once dispatched, the standard return process applies.

Defective or Damaged Products

For faulty or damaged items, contact our support team within 48 hours of delivery and include clear photos of the defect. After assessment and approval, we’ll issue a replacement or refund.

Returns for Non-Faulty Items

If you’ve changed your mind, you can return the unused product within 30 days as long as it’s in its original, unopened packaging and suitable for resale.

Return Processing Timeline

Report Window: Notify us and ship the item within 30 days of receiving it.
Payout Timeline: After approval, refunds are processed within 7 business days to your original payment method.

Refund Method

Refunds are issued via the same payment method used during checkout.

Items Not Eligible for Return

The following items cannot be returned:

Custom-made or personalised products
Hygiene-sensitive products (e.g. underwear, socks), unless sealed and unused

Return Shipping Address

Please send all authorised returns to:
Maarseveensestraat 9, Ground Floor, 2574 RW, The Hague, The Netherlands

Shipping Method & Fees

Courier Service: Australia Post or DHL with Track & Trace
Restocking Fee: $0 (no fee)

Legal Notice

This policy does not override your statutory consumer rights under applicable Australian law.

Need Help?

Visit our Contact Page or email us at support@byaurellian.com for assistance. You can also track your return through our Track Your Order page.