Refund policy
REFUND AND RETURN POLICY
AuraFem is a brand operated by Hollmann OÜ, registry code 17589770, registered at Sepapaja tn 6, 15551 Tallinn, Estonia.
14-Day Return Policy
Customers may request a return within 14 days of receiving their order, subject to the conditions below.
To be eligible for a return, the product must be:
- unopened,
- unused,
- undamaged,
- in its original packaging,
- with any protective seal or tamper-evident packaging fully intact, and
- in a condition suitable for resale.
Proof of purchase may be required.
To request a return, please contact us at support@aurafem.eu before sending any product back. We will provide the applicable return instructions and return destination. Products sent back without prior return authorization may not be accepted.
European Union Right of Withdrawal
Consumers in the European Union generally have a statutory right to withdraw from an online purchase within 14 days from the day they, or a third party designated by them, receive the goods, without providing a reason, subject to applicable legal exceptions.
To exercise this right, you must notify us at support@aurafem.eu within the 14-day withdrawal period.
Where permitted by applicable law, the direct cost of returning the goods is borne by the customer unless the product is defective, damaged, incorrectly supplied, or we agree otherwise.
Opened, Used or Damaged Products
Due to the nature of our consumable products, we do not accept voluntary returns of products that have been:
- opened,
- used or consumed,
- damaged after delivery,
- removed from their original packaging in a way that prevents resale, or
- unsealed where the seal is intended to protect the product for health or hygiene reasons.
Products with a broken, removed or otherwise compromised protective seal are not eligible for a voluntary return where applicable health or hygiene rules permit such an exclusion.
This does not affect your statutory rights where a product is defective, damaged upon arrival, incorrectly supplied, or otherwise does not conform to the purchase contract.
Damaged, Defective or Incorrect Orders
Please inspect your order as soon as possible after delivery. If your product arrives damaged, defective, incorrect, or materially different from what you ordered, contact us at support@aurafem.eu as soon as reasonably possible.
Please include your order number and, where relevant, photographs or other information that can help us assess the issue.
Where applicable consumer protection law requires a replacement, repair, refund or other remedy, those rights remain fully available to you.
Exchanges
We do not currently offer direct exchanges. If an eligible return is accepted, you may place a new order separately.
Refunds
Once an eligible returned product has been received and inspected, we will notify you whether the refund has been approved.
Approved refunds will be issued to the original payment method. Any processing time required by your bank, card issuer or payment provider is outside our control.
Where the statutory EU right of withdrawal applies, refunds will be processed within the time limits required by applicable law. Where legally permitted, we may withhold reimbursement until we have received the returned goods or you have provided evidence that the goods have been sent back, whichever occurs first.
Return Shipping
Unless the product is defective, damaged, incorrectly supplied, or applicable law requires otherwise, the customer is responsible for the direct cost of returning an eligible product.
Return Address
Please do not return products to our registered office unless we specifically instruct you to do so.
Contact support@aurafem.eu before returning any product. We will provide the correct return instructions and return destination for your order.
Contact Information
AuraFem is a brand operated by Hollmann OÜ.
Registry code: 17589770
Registered address: Sepapaja tn 6, 15551 Tallinn, Estonia
Email: support@aurafem.eu