Refund policy
RETURN & REFUND POLICY
Order Cancellations
If you need to cancel your order, please contact us immediately at info@aurasilque.com. We can only cancel orders that have not yet been shipped. Once an order has shipped, you will need to follow our return process once you receive the item.
Return Window
We accept returns within 14 days of the delivery date (as confirmed by tracking) for unopened and unused products in their original packaging. The return must be initiated within this timeframe, though the product does not need to arrive back to us within 14 days.
Return Shipping Costs
Customers are responsible for return shipping costs unless the product arrived damaged, defective, or we sent the wrong item. In those cases, we'll provide a prepaid return label or reimburse reasonable return shipping costs.
International Returns (Canada/US)
For returns from the United States to Canada (or vice versa): Customers are responsible for all return shipping costs, including any customs fees, duties, or brokerage charges incurred during the return process. We cannot refund customs duties or taxes paid on the original order unless the return is due to our error.
Please note that international returns may take longer to process due to customs clearance. We recommend using a trackable shipping method with insurance for international returns.
Eligible Returns
- Unopened products in original, sealed packaging
- Products with intact safety seals
- Items in resalable condition
Partial Refunds
We may issue partial refunds in the following cases:
- Products returned without original packaging or documentation
- Products showing signs of use beyond inspection
- Products returned after the 14-day window but within 30 days (at our discretion)
We will notify you if a partial refund applies before processing.
Non-Returnable Items
Due to health and safety regulations, we cannot accept returns on:
- Opened skincare or beauty products
- Products with broken seals
- Sale, clearance, or final sale items marked as non-returnable (unless damaged, defective, or we sent the wrong item)
- Gift cards or promotional items
Damaged, Defective, Wrong, or Missing Items
If you receive a damaged, defective, wrong, or incomplete order, contact us at info@aurasilque.com within 7 days of delivery with photos and your order number. We'll arrange a free return (if needed) and provide a full refund, replacement, or send the missing items at no additional cost.
How to Initiate a Return
1. Email info@aurasilque.com with your order number and reason for return
2. Wait for return authorization and instructions
3. Ship the item back using a trackable shipping method
4. Keep your tracking number for reference
Refund Processing
Once we receive and inspect your return (typically 5-7 business days after delivery to us), we'll process your refund to the original payment method. Refunds typically appear within 5-10 business days depending on your financial institution.
Your refund will include the product price. Original shipping costs are non-refundable unless the return is due to our error (wrong item, damaged, or defective product). If duties and taxes were collected at checkout and the product is returned unopened and in resalable condition, we will refund those amounts as well.
We do not charge restocking fees for eligible returns.
Exchanges
We don't offer direct exchanges. Please return the unwanted item for a refund and place a new order for the product you'd like instead.
Questions?
Contact us at info@aurasilque.com or call 604-499-1109.