Refund policy

Last updated: August 9, 2026

IMPORTANT — ALL SALES ARE FINAL

Except for an Eligible Order Issue described in this Policy or where applicable law requires otherwise, all sales are final. AURENOIRE does not accept returns, exchanges, or refunds for skincare, cosmetic, sample, promotional, gift, or digital products, including products that remain unopened, unused, or sealed.

Because our products are personal-care goods and we maintain strict hygiene, safety, and quality-control standards, products that leave our controlled fulfillment process are not accepted back into saleable inventory.

Cancellation requests must be submitted within 30 minutes after the order-confirmation time and are not guaranteed. Please review your products, quantities, contact information, and shipping address carefully before completing checkout.

1. SCOPE OF THIS POLICY

This Return and Refund Policy applies only to products purchased directly from AURENOIRE. Purchases made through an authorized or unauthorized third-party seller are governed by that seller's policies and must be addressed with that seller.

In this Policy, “AURENOIRE,” “we,” “us,” and “our” mean Aurenoire LLC. “You” and “your” mean the customer or purchaser. An “Eligible Order Issue” means a verified issue involving a product that arrived damaged, was materially defective, was not the product ordered, was missing from the shipment, or was lost in transit, subject to the requirements and deadlines below.

2. FINAL-SALE PRODUCTS AND NON-RETURNABLE CIRCUMSTANCES

Unless an Eligible Order Issue exists or applicable law requires otherwise, we do not accept a return, exchange, replacement, store-credit request, or refund for any of the following:

  • a change of mind, buyer's remorse, accidental order, duplicate order, or failure to cancel within the cancellation-request window;

  • an unopened, unused, sealed, opened, unsealed, tested, or used skincare or cosmetic product;

  • dissatisfaction with scent, texture, color, viscosity, packaging appearance, feel, absorption, or other personal preferences;

  • dissatisfaction with results, a result taking longer than expected, or a product not meeting a customer's subjective expectations;

  • incompatibility with a customer's skin type, personal sensitivity, or an adverse reaction that is not shown to have resulted from a product defect, contamination, mislabeling, or other legal nonconformity;

  • normal and non-material variation between batches, including minor variations caused by ingredients of natural origin;

  • damage caused after delivery, including damage caused by misuse, improper storage, exposure to excessive heat or cold after delivery, alteration, contamination, neglect, or use contrary to the product directions;

  • products purchased on sale or with a promotional code, limited-edition products, sets, systems, rituals, bundles, samples, free gifts, gift cards, and digital products; or

  • shipping charges, expedited-shipping charges, gift-wrapping charges, duties, taxes not refundable by law, or other order-related fees, except as expressly stated in this Policy.

We do not offer routine product exchanges. If a verified Eligible Order Issue can be resolved through replacement, the replacement will be for the same product, subject to availability.

3. ORDER CANCELLATIONS AND CHANGES

Orders begin processing shortly after checkout. To request a cancellation, you must email contact.aurenoire@gmail.com within 30 minutes after the time shown on your order confirmation. Use the subject line “CANCEL ORDER — [ORDER NUMBER]” and include the purchaser's full name and order number.

The timestamp showing when your complete request reaches our designated support inbox determines whether the request was submitted within the 30-minute window. A cancellation request is only a request; it is not guaranteed, even when submitted within 30 minutes. We can approve it only if the order has not already been accepted, released to production, entered fulfillment, or otherwise become non-cancellable.

After the 30-minute window expires, or once processing or fulfillment begins—whichever occurs first—we cannot guarantee cancellation or changes to products, quantities, shipping method, recipient, or delivery address. Not receiving an immediate response from us does not extend the window. If we successfully cancel the order, we will confirm the cancellation by email and initiate the applicable refund to the original payment method.

We reserve the right to cancel an order before shipment for reasons including suspected fraud, payment failure, inventory unavailability, pricing or listing error, shipping restriction, regulatory concern, or inability to fulfill the order. If we cancel an order after payment and before shipment, we will issue the refund required by applicable law.

Nothing in this section limits any cancellation or refund right that applies when we cannot ship within a promised or legally required timeframe.

4. ELIGIBLE ORDER ISSUES AND CLAIM DEADLINES

You must inspect the shipment promptly after delivery. To give us a reasonable opportunity to verify the issue with our fulfillment and delivery partners, a complete claim must be submitted within the following timeframes:

  1. Transit damage, leakage, breakage, incorrect product, or missing item: no later than 72 hours after the carrier's recorded delivery time.

  2. A material manufacturing defect not reasonably discoverable during the initial delivery inspection: no later than 14 calendar days after delivery.

  3. A package marked “delivered” but not received: no later than 5 calendar days after the carrier's delivery scan.

  4. A shipment that appears lost in transit and has no delivery scan: no later than 14 calendar days after the latest estimated delivery date shown in the tracking record.

A product is not defective merely because a customer dislikes it, does not obtain a desired or advertised non-guaranteed result, experiences a personal sensitivity, or observes a normal, non-material variation in color, scent, texture, or viscosity.

Claims submitted after the applicable deadline may be denied where the delay prevents reliable verification or recovery from the responsible carrier or fulfillment provider, except to the extent applicable law requires otherwise. Recall notices, serious safety concerns, and non-waivable legal rights are not limited by these administrative claim deadlines.

5. HOW TO SUBMIT A CLAIM

Email contact.aurenoire@gmail.com with the subject line “ORDER ISSUE — [ORDER NUMBER]”. Your claim must include, as applicable:

  • the purchaser's full name, order number, order email address, and delivery address;

  • a clear description of the issue and when it was first discovered;

  • clear, unedited photographs of the affected product from multiple angles;

  • photographs of the exterior and interior shipping packaging, shipping label, protective materials, and all products received;

  • a clear photograph of the product name, lot or batch code, and any visible seal or label;

  • for a missing-item claim, one photograph showing the complete contents of the shipment together; and

  • any additional information reasonably necessary for us or the carrier to verify the claim, which may include a short video, carrier case number, written declaration, or confirmation of the delivery address.

Keep the affected product, all packaging, the shipping carton, labels, and inserts for at least 14 calendar days after submitting the claim, or until we confirm in writing that they may be discarded. Do not alter, dispose of, return, or send the product elsewhere while the claim is under review unless we instruct you to do so. Failure to preserve reasonably requested evidence may prevent verification and may result in denial of the claim where permitted by law.

Submitting information does not automatically establish eligibility. We may verify the information with the carrier, fulfillment provider, payment processor, or other service provider involved in the order.

6. RETURN AUTHORIZATION REQUIRED

Do not mail or return any product unless AURENOIRE first provides written return authorization and return instructions. The address shown on a shipping label may be a logistics address that is not authorized to receive customer returns.

Unauthorized, unsolicited, refused, or misdirected returns are not accepted and do not create a right to a refund, credit, or replacement. We are not responsible for loss, destruction, disposal, or additional shipping costs associated with an unauthorized return, except where applicable law provides otherwise.

If we require an authorized return for an Eligible Order Issue caused by us, we will provide the applicable instructions and, where appropriate or legally required, a prepaid return label. Unless our written authorization states otherwise, the authorized package must be given to the designated carrier within 7 calendar days after authorization. The authorization expires after that period.

Returned items must include all products, components, packaging, gifts, and documentation specified in the authorization. For safety reasons, do not ship a leaking, contaminated, or otherwise unsafe product unless we give specific written instructions.

7. REVIEW AND AVAILABLE REMEDIES

We may inspect the evidence, ask reasonable follow-up questions, require carrier cooperation, request an authorized return, and investigate the order before deciding a claim. To the extent permitted by law, AURENOIRE determines whether the claim is verified and which remedy reasonably resolves it.

For a verified Eligible Order Issue, the first remedy will ordinarily be one of the following:

  • replacement of the affected product with the same product;

  • reshipment of an item verified as missing or lost; or

  • correction of an incorrect shipment.

If the same product is unavailable, a replacement cannot reasonably cure the issue, or applicable law requires a monetary refund, we may issue a refund for the affected product. Store credit may be offered as an option but will not replace a monetary remedy where the law requires a monetary refund.

Unless the issue materially affects the entire order, any replacement, credit, or refund is limited to the affected product or missing quantity. A defect or damage affecting one product in a set, system, ritual, or bundle does not automatically make the remaining products eligible for return or refund. Any refund for an affected item purchased as part of a promotion or bundle will be based on the net amount actually paid and reasonably allocated to that item, plus any refundable tax.

A discretionary accommodation, courtesy replacement, or credit does not admit liability, does not waive this Policy, and does not create an obligation to provide the same accommodation in another case.

8. REFUND METHOD AND TIMING

When a monetary refund is approved, AURENOIRE will initiate it to the original payment method. We do not send refunds to a different card, bank account, person, or payment method. Refunds for purchases made wholly or partly with a gift card may be returned to the gift card or issued as otherwise required by law.

We generally initiate an approved refund within 7 business days after final approval or, if a return is required, after the authorized return is received and inspected. Your bank, card issuer, or payment provider may require additional time to post the credit to your account. That external posting time is outside AURENOIRE's control.

For an approved partial refund, the refund is limited to the net amount paid for the affected product and applicable refundable tax. Original shipping or expedited-shipping charges are not refundable unless the entire order is cancelled before shipment, our verified error materially affected the entire shipment, or applicable law requires otherwise.

Promotional discounts, loyalty value, free gifts, samples, and gift-with-purchase items have no cash value and are not independently refundable.

9. DELIVERY, ADDRESS ERRORS, REFUSED PACKAGES, AND RETURN-TO-SENDER ORDERS

You are responsible for providing a complete and accurate shipping address and for ensuring that the recipient can receive the package. An order is not eligible for a refund merely because it was delayed, refused, unclaimed, or returned to sender due to an incorrect or incomplete customer-provided address, recipient unavailability, failure to collect the package, failure to pay customer-responsible import charges, or another circumstance outside AURENOIRE's reasonable control.

If such a package is physically returned and remains available and suitable for reshipment, we may, at our discretion, offer one reshipment after the customer pays the new shipping charge and any carrier return fee. Reshipment is not guaranteed. Products and original shipping charges remain nonrefundable to the extent permitted by law when delivery failed because of customer-provided information or customer action.

A carrier's “delivered” scan does not automatically entitle the customer to a refund or replacement. We may require the customer to check the delivery location, household members, building management, neighbors, and carrier records; open a carrier investigation; and provide a written non-receipt confirmation. AURENOIRE is not responsible for theft or loss occurring after valid delivery to the address provided at checkout, except where applicable law requires otherwise.

If the carrier confirms that the package was lost or misdelivered through no fault of the customer, the matter may qualify as an Eligible Order Issue under this Policy.

10. PRODUCT REACTIONS AND SAFETY REPORTS

Individual sensitivities can vary. Follow the product directions and discontinue use if irritation or another concerning reaction occurs. Seek appropriate medical advice when necessary.

A sensitivity or adverse reaction does not, by itself, establish that a product is defective and does not automatically create refund eligibility. Refund eligibility remains subject to this Policy and applicable law. This does not limit any right or remedy involving a verified defect, contamination, mislabeling, recall, or other legal nonconformity.

Safety concerns may be reported at any time to contact.aurenoire@gmail.com. Include the order number, product name, lot or batch code, a description of how the product was used, when the issue occurred, and reliable contact information. Safety reports are reviewed separately from refund eligibility. We may retain and disclose information about a report to our manufacturers, safety professionals, insurers, service providers, or government regulators when reasonably necessary or legally required.

11. FRAUD, ABUSE, AND DUPLICATE RECOVERY

We may deny a claim to the extent permitted by law if evidence is materially altered, fabricated, inconsistent, duplicated, or withheld after a reasonable request; if the reported product or order cannot be matched to our records; or if account activity indicates return, refund, promotion, or payment-dispute abuse. We may restrict future purchases, suspend an account, preserve relevant records, and refer suspected fraud to service providers, carriers, payment processors, insurers, regulators, or law enforcement.

A customer may not receive duplicate recovery for the same issue, such as both a replacement and a refund or both a merchant refund and a payment-dispute credit. If a chargeback or payment dispute is already pending, we may pause our internal refund process while the payment provider determines the dispute, to prevent duplicate reimbursement. Nothing in this section prohibits a customer from exercising a lawful payment-dispute right.

12. NON-WAIVABLE RIGHTS AND POLICY UPDATES

This Policy does not exclude, restrict, or waive any consumer right or remedy that cannot lawfully be excluded, restricted, or waived. If applicable law gives you a right that conflicts with a provision of this Policy, the applicable law controls only to the extent of that conflict.

The version of this Policy in effect when an order is placed generally governs that order. We may update this Policy prospectively by posting a revised version and a new “Last updated” date. A prospective update does not retroactively reduce a right that had already vested under applicable law.

13. CONTACT

For cancellation requests, order-issue claims, or questions about this Policy, contact:

Aurenoire LLC, doing business as AURENOIRE
Email: contact.aurenoire@gmail.com