Return Policy

Returns, Exchanges & Refunds

AURAPECO offers premium skincare products, including cleansing oils, makeup removers, serums, and targeted skincare treatments. We want you to understand the options available if a purchase does not meet your expectations or an order arrives with a problem.

The following terms explain how we handle return requests, exchanges, refunds, delivery-related damage, incorrect or incomplete orders, and cancellations.

01 — Starting a Return

Request window: 30 days after confirmed delivery

You may submit an eligible return request within 30 days of the date your order is confirmed as delivered.

To begin, email service@aurapeco.com before sending anything back. Our support team will assess your request, determine the applicable return eligibility, and provide instructions together with an authorized return address.

Important Note: Please obtain approval before shipping your return. Parcels returned without authorization or delivered to an address that our team has not designated may experience delays, be rejected, or be unable to be processed.

We may ask for your order number, order confirmation, or another form of purchase verification.

02 — Returning an Item Because of Personal Preference

Unless an item is damaged, defective, incorrect, or incomplete, or applicable consumer law provides otherwise, a preference-based return should generally meet the following requirements:

• The product is unused, unopened, and remains in like-new condition.

• There are no visible signs of wear, customer-caused damage, or tamper-evident seal breakage.

• Bottles, droppers, pumps, and containers are free from leakage, cracks, scratches, or deformation caused after delivery.

• The product formula has not been contaminated, diluted, or altered without authorization.

• All parts originally supplied with the product are included (e.g., caps, spatulas, pump locks, droppers).

• Supplied accessories, promotional samples, and sets are returned intact.

• Instructions, ingredient leaflets, and product inserts are included where applicable.

• Original protective packaging, safety seals, and exterior boxes are used whenever reasonably possible.

Skincare products include delicate glass bottles, precision droppers, hygiene seals, and formulated liquids/emulsions. Please handle and package these components carefully.

Returned merchandise may need to be inspected before a refund is approved.

If the Packaging Has Been Opened

Opening the outer shipping packaging does not, by itself, make a product ineligible for return. However, due to hygiene and safety standards for personal skincare, opening primary product seals or using the formula directly impacts return eligibility.

Where the law allows, we may inspect products that have been unpacked, handled, or tested before being returned for personal-preference reasons.

Items should not show evidence of:

• Open safety seals or broken hygiene packaging

• Excessive use, testing, or visible reduction in product volume

• Misuse or application contrary to the supplied instructions

• Customer-caused breakage, cracking, or container deformation

• Damage resulting from unsuitable storage, extreme temperatures, or exposure to moisture/sunlight

• Unauthorized tampering or alterations to the skincare formula or dispenser

• Missing parts, spatulas, or accessories

• Damage sustained after delivery

Eligibility may depend on the extent of handling or use and the condition in which the item is returned. Any product-specific restriction remains subject to applicable law and the information disclosed before purchase.

Where permitted by law, a refund may be reduced to reflect a measurable loss in value resulting from handling beyond what was reasonably necessary to inspect the product.

Items That May Have Return Restrictions

Certain products may be excluded from preference-based returns where applicable law permits. These may include:

• Opened, unsealed, or used skincare products (due to health and hygiene reasons)

• Personalized, custom-formulated, or special-order products

• Gift cards

• Items clearly identified as final sale

• Products or gift sets subject to specific return restrictions disclosed before purchase

• Items damaged through misuse or improper handling/storage

• Products modified or tampered with without authorization

• Items missing essential components or accessories because of customer handling

• Other products expressly identified as non-returnable before purchase

Relevant product-specific exclusions will be indicated on the product page or communicated during the return review before approval. Any restriction requiring disclosure before purchase will apply only where that disclosure was made.

These exclusions do not remove any statutory consumer rights that cannot legally be excluded.

03 — Problems With a Delivered Order

Please check your AURAPECO order as soon as reasonably possible after it arrives.

Depending on the skincare product purchased, pay particular attention to:

• Glass bottles, jars, and main containers

• Droppers, pumps, caps, spatulas, and dispensing nozzles

• Protective hygiene seals and tamper-evident bands

• Outer retail boxes and protective sleeves

• Serum liquids, cleansing oils, and formulas (checking for leakage or unusual separation)

• Expiration dates, batch codes, and product labeling

• Missing components, accessories, or bundled items from skincare sets

Contact us promptly if the product arrives broken, cracked, leaking, spilled, defective, incorrect, or incomplete. Please also report missing accessories, missing samples, or a product variation that differs significantly from what you ordered.

Information That Helps Us Review the Issue

Our team may request:

• Your order number

• The product name and batch/lot code

• Clear photographs of the item and affected area (e.g., leak, crack, broken seal)

• Photographs of the internal protective packaging

• Photographs of the outer shipping parcel

• A photograph of the shipping label

• A short video if it helps show the reported problem (e.g., a malfunctioning pump dispenser)

Photographs or videos can be especially helpful when reviewing leaking bottles, cracked droppers, damaged outer boxes, broken hygiene seals, missing components, or issues involving dispensers.

Safety Warning: Do not apply or use a visibly damaged, contaminated, or leaking product.

After reviewing the information, we will explain the appropriate resolution based on the circumstances, this policy, and applicable consumer law.

04 — Product Checks Before a Return

For certain concerns, our support team may suggest reasonable checks before arranging a return.

Depending on the product and the reported issue, these may involve:

• Reviewing the usage, application, or storage instructions

• Confirming that pump mechanisms, twist locks, or caps have been unlatched or primed correctly

• Checking the selected variant, size, or formula type against your order confirmation

• Checking whether protective seals or transport clips are affecting the dispenser function

• Verifying that product storage conditions meet recommended guidelines

Any check should follow the product instructions. You are not expected to dismantle pump mechanisms, open sealed dispenser housings, or carry out repairs.

If a skincare bottle appears cracked, leaking, contaminated, or otherwise unsuitable for safe use, we may request photographs or further details. You are not required to use an item that appears damaged or unsafe.

05 — Shipping Charges and Return Destinations

Return Shipping for Preference-Based Requests

Where allowed by applicable law, customers generally pay the return shipping costs when the reason is personal preference.

Examples include:

• Changing your mind

• Selecting a skin type formula or volume unsuitable for your routine

• Choosing an unwanted product variant

• No longer needing the product

• Finding that the skincare formula does not suit your personal texture preference

• Other circumstances unrelated to an error by AURAPECO

If we confirm that an item was damaged in transit, defective, supplied incorrectly, incomplete, or otherwise qualifies for seller-paid return shipping under applicable law, our team will provide the appropriate arrangements and instructions.

Please contact us before purchasing unusually expensive return services or independently sending a product back.

Original Delivery Fees

For preference-based returns, the original shipping charge is generally non-refundable unless:

• AURAPECO agrees to reimburse it

• The return is necessary because of an error by AURAPECO

• The item arrived damaged, leaking, or defective

• An incorrect product was supplied

• Applicable law requires reimbursement

Where to Send Your Return

Return destinations may differ according to the product, fulfillment location, customer destination, warehouse arrangements, logistics requirements, and reason for return.

Our registered company address is not an automatic return address. Do not send merchandise there unless our support team specifically instructs you to do so.

Once your return request is approved, we will provide the authorized destination and the relevant shipping instructions.

06 — Preparing Your Return Parcel

Please pack AURAPECO skincare products securely to help protect them during transportation.

Where reasonably possible, include everything that originally accompanied the item, including:

• The main product container (cleansing oil, makeup remover, serum, etc.)

• Cap, pump head, lock ring, dropper, or spatula

• Unbroken protective packaging, safety seals, and outer retail boxes

• Product leaflets, ingredients list, and instructions

• Any complimentary samples or bundled items included in the original order

Fragile glass bottles, precision droppers, delicate pumps, and liquid formulas should be protected against:

• Impact and breakage

• Leaking or fluid spillage

• Crushing and pressure on pumps/caps

• Excessive movement inside the parcel

• Moisture and heat exposure

• Scratches and friction

For preference-based returns, the customer is responsible for packaging the product appropriately before dispatch.

Incomplete Returns

Where applicable law permits, a refund may be reduced when a returned product is missing items originally supplied with it.

Missing items may include accessories, spatulas, droppers, caps, complimentary samples, product leaflets, outer protective packaging, or other included parts.

Any adjustment will depend on the individual circumstances and applicable legal requirements.

07 — Inspection and Refund Decisions

When your parcel reaches the authorized return location, the product may be inspected to verify:

• That it is the correct item

• Whether the return meets the eligibility requirements

• Its overall condition and seal integrity

• The reason for return

• Whether accessories and supplied components are present

• The condition of the primary bottle, cap, pump, or jar

• Whether the liquid volume remains intact and unused

• The condition of surface labels and batch markings

Authorization to send an item back is separate from approval of a refund. A final refund decision may be made after the returned product has been received and assessed.

Adjustments for Loss of Value

Where legally permitted, a reasonable deduction may apply if the returned product has lost value because of:

• Missing accessories, spatulas, or components

• Evidence of opening, unsealing, or usage

• Visible wear or customer-caused leaks, cracks, and scratches

• Customer-caused staining or contamination

• Unsuitable storage or handling

• Damage occurring after delivery

We consider any adjustment individually, taking account of the product’s condition, the circumstances of the return, and applicable law.

08 — How Refunds Are Issued

Once a return has passed inspection and the refund is approved, payment will generally be refunded to the original payment method.

After AURAPECO submits the refund, your bank, card issuer, payment processor, payment provider, or another financial institution may require additional time to complete the transaction.

The time needed for a refund to appear varies between providers and is outside AURAPECO’s direct control.

09 — Requesting an Exchange

Exchanges depend on available inventory.

AURAPECO products may be offered in different formulas, skin-type options, volumes, packaging sizes, and product variations. Availability can change, so the exact replacement you request may not always be in stock.

If a direct exchange is unavailable, you may need to follow this process:

1. Submit a return request for the eligible item.

2. Complete the approved return procedure.

3. Place a separate order for your preferred skincare product, formula, or size.

Please speak with our support team before returning a product for exchange.

10 — Cancelling a Purchase

If you want to cancel an order, email service@aurapeco.com as soon as possible after placing it.

We will make reasonable efforts to accommodate cancellation requests before fulfillment begins. However, cancellation may no longer be possible once the order has entered processing, picking, packing, protective packaging, fulfillment, shipment preparation, or dispatch.

If the order has already shipped, you may need to receive it first and then follow the applicable return procedure.

Refunds After a Successful Cancellation

When an order is successfully cancelled after payment has been processed, the applicable amount will generally be refunded to the original payment method or another method permitted by the relevant payment provider.

Your financial institution may require additional processing time before the amount appears in your account.

11 — Refused or Uncollected Parcels

Refusing delivery does not automatically entitle an order to a full refund.

If a parcel is refused, remains unclaimed, or is returned to the sender, please contact AURAPECO. We will review the delivery status, carrier charges, parcel condition, product condition, return eligibility, and other relevant circumstances.

Where permitted by law, reasonable shipping or return costs may be deducted from a preference-based refund if those expenses resulted from refusing or failing to accept an otherwise valid delivery.

12 — Sending a Return Internationally

International returns may involve return postage, customs procedures, carrier requirements, supporting documentation, liquid shipping restrictions, and longer transit times.

Glass bottles, precision droppers, liquid serums, and delicate packaging require careful protective packaging for international transportation.

Please contact AURAPECO before arranging an international return.

Except where liability cannot legally be excluded, AURAPECO is not responsible for unnecessary customs charges, additional shipping fees, or other expenses caused by returning an item without following the instructions supplied by our support team.

13 — Your Statutory Consumer Rights

This policy supplements applicable consumer protection laws and does not replace them.

Depending on your country, state, province, or region, you may have additional rights concerning defective or non-conforming goods, damaged products, replacements, returns, refunds, cancellations, or withdrawal from a purchase.

Nothing in this policy waives, removes, or restricts consumer rights that cannot lawfully be excluded.

If mandatory consumer law gives you greater protection than the terms stated here, those statutory rights continue to apply.

14 — Get in Touch

For assistance with returns, exchanges, refunds, cancellations, damaged bottles, defective dispensers, leaking formulas, incorrect products, or incomplete orders, please contact our support team.

• Brand: AURAPECO

• Website: aurapeco.com

• Customer Support: service@aurapeco.com

• Legal Entity: Shenzhen Baoyunlai Technology Co., Ltd.

• USCC / Unified Social Credit Code: 91440300MAE9B66217

• Registered Address:

  Room 1002, No. 3, Row 1, Tangwei Mianqianling, Tangwei Community, Fenghuang Subdistrict, Guangming District, Shenzhen

For order-related questions, include your order number and the email address used at checkout.

If your request concerns a damaged bottle, broken dropper, leaking cleansing oil, malfunctioning pump, defective seal, or another product issue, please also include clear photographs of the item and its packaging.

Security Note: For your security, never email complete credit card numbers, CVV codes, banking passwords, or other sensitive account credentials.

aurapeco.com is operated by Shenzhen Baoyunlai Technology Co., Ltd.