Refund policy

Returns and Refunds Policy – Aurora Store

At Aurora Store, we want to ensure customer satisfaction. For this reason, we apply a **14-day** period for returns and refund requests, starting from the date of receipt of the order.

This period is in compliance with European Union consumer protection law and is also applied, by decision of Aurora Store, to customers in the **United Kingdom and Switzerland**.

1. Eligibility Conditions
- The product must be in perfect condition, without signs of use, odors, stains, or damage.
- All labels, original packaging, and any promotional gifts must be included.
- The 14-day period begins from the date the order is received.

2. Returns and Refund Process
- To request a return, the customer must contact us via the site form or by email at **geral@aurora-store-online.com**, indicating the order number.
- Once the returned product is received and verified, we will process the refund to the original payment method used.

3. Return Costs
- Return shipping costs are the responsibility of the customer, except in cases of defective products or incorrect shipments.
- We recommend using a tracked delivery service, as Aurora Store is not responsible for items lost during return shipping.

4. Refund Timeframe
- Refunds will be issued within a maximum of **14 days** after receipt of the returned product.
- If the customer has notified their intention to return but has not yet shipped the item, Aurora Store may withhold the refund until the merchandise is received or proof of shipment is provided.

5. Exclusions
- Returns and refunds do not apply to personal use items (e.g. underwear), hygiene products, and customized or made-to-order items.
- In such cases, the product page will always indicate this information.

6. Contact
For any questions or support related to returns and refunds, please contact us via the site form or by email at **geral@aurora-store-online.com**.

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This policy applies to all Aurora Store customers in Portugal, the European Union, the United Kingdom, and Switzerland.