Return Policy
Our Commitment to Quality
At AURVOA, we want customers to have a clear and straightforward return experience.
AURVOA is a beauty brand dedicated to creating thoughtfully designed makeup products that support modern beauty routines. Our collections include lipstick, foundation, eyeliner, and other beauty products. We focus on combining elegant design, practical functions, and quality materials to make everyday makeup routines easier and more enjoyable.
This Return & Refund Policy applies to eligible purchases made through aurvoa.com.
1. 30-Day Return Window
Customers may request a return within 30 days after confirmed delivery of an eligible order.
Before returning any product, please contact our customer support team at:
Our team will review your request, confirm eligibility, and provide the applicable return instructions and return address.
Please do not send products back without contacting us first.
Returns sent without prior authorization or to an unauthorized address may experience delays or may not be processed.
2. Return Eligibility
Unless a product was received damaged, defective, incorrect, incomplete, or is otherwise eligible for a remedy under applicable law, returned products should generally be:
- Unused or in like-new condition
- Free from customer-caused damage
- Unaltered
- Returned with all original components
- Returned with included accessories
- Returned with product inserts or instructions where included
- Returned in the original protective packaging where reasonably possible
Proof of purchase, such as an order number or order confirmation, may be required.
Because some AURVOA products contain delicate cosmetic containers, applicators, brushes, mirrors, or other sensitive components, returned products should be packaged carefully to prevent damage during transit.
We may inspect returned products before approving a refund.
3. Opened or Used Products
Opening a product does not automatically make it ineligible for return.
However, where permitted by applicable law, preference-based returns of opened or used products may be subject to inspection.
Returned products should not show signs of:
- Excessive use
- Misuse
- Customer-caused scratches, stains, leakage, breakage, or other damage
- Unauthorized repair
- Modification
- Missing accessories or components
- Damage caused by improper cleaning, storage, handling, or use
For lipstick, foundation, eyeliner, and other beauty products subject to hygiene-related return restrictions, return eligibility may depend on whether the product has been opened, used, applied, or brought into contact with the body, subject to applicable law and any product-specific return conditions disclosed before purchase.
4. Non-Returnable Items
Where permitted by applicable law, certain products may not be eligible for preference-based returns, including:
- Personalized or customized products
- Gift cards
- Products clearly marked as final sale
- Opened or used products subject to hygiene-related return restrictions where disclosed before purchase
- Products damaged through misuse or improper handling
- Products modified or repaired without authorization
5. Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your AURVOA order promptly after delivery.
This is particularly important for beauty products such as:
- Lipstick
- Foundation
- Eyeliner
- Cosmetic containers
- Applicators and brushes
- Other delicate beauty products
If your order arrives broken, damaged, defective, incorrect, or incomplete, please contact us as soon as reasonably possible.
To help us review the issue, please provide:
- Your order number
- Product name
- Clear photographs of the product
- Photographs of the packaging
- A short video showing the issue where relevant
After reviewing the information, we will provide the appropriate next steps based on the circumstances, our applicable policies, and applicable consumer law.
6. Basic Product Checks Before Return
For certain product issues, our customer support team may first provide reasonable product checks or guidance.
For lipstick, foundation, eyeliner, and other beauty products, these may include:
- Checking whether the product has been opened or used correctly
- Checking whether the product packaging is intact
- Confirming whether the product condition matches the reported issue
- Reviewing product information and care instructions
- Providing photographs or additional information when necessary
You are not required to continue using any product that appears damaged, defective, or unsuitable for use.
7. Return Shipping Costs
For preference-based returns, including:
- Change of mind
- Incorrect product selection by the customer
- No longer wanting the product
- Product not matching personal beauty preferences
- Other reasons not caused by an error on our part
Customers are generally responsible for return shipping costs where permitted by applicable law.
If AURVOA confirms that a product was:
- Damaged during delivery
- Defective
- Incorrectly supplied
- Incomplete
- Otherwise eligible under applicable law
We will provide the appropriate return or resolution instructions.
Please do not independently purchase expensive international return shipping before receiving instructions from our customer support team.
8. Original Shipping Charges
Original shipping charges are generally non-refundable for preference-based returns unless:
- Otherwise expressly stated by AURVOA
- The return results from an error on our part
- The product was defective, damaged, or incorrectly supplied
- Applicable law requires reimbursement
9. Return Address
Return addresses may vary depending on:
- Product type
- Fulfillment location
- Customer destination
- Warehouse location
- Logistics arrangements
- Nature of the return
Please do not return products to our registered corporate address unless our customer support team specifically instructs you to do so.
The correct return address will be provided after your return request has been reviewed and approved.
10. Return Packaging
AURVOA products may include delicate cosmetic containers, applicators, brushes, mirrors, and other beauty product components.
Customers should package returned products carefully to reduce the risk of damage during return transportation.
Where reasonably possible, please include:
- The main product
- Applicators or brushes
- Protective covers or cases
- Included accessories
- Product inserts or instructions
- Original protective materials
- Original product packaging
Delicate products should be securely protected against leakage, breakage, or impact inside the package.
11. Missing Accessories or Components
Where permitted by applicable law, a refund may be reduced if returned products are missing components originally supplied with the order.
Examples may include:
- Applicators
- Brushes
- Protective covers
- Included accessories
- Product packaging
Any deduction will be based on the circumstances of the return and applicable law.
12. Return Inspection
Once a returned product is received, we may inspect it to confirm:
- Product identity
- Return eligibility
- Product condition
- Reason for return
- Included accessories
Approval of a return request does not necessarily mean a refund has been approved before the returned product has been received and inspected.
13. Refunds
If a return is approved after inspection, the refund will generally be issued to the original payment method.
Once AURVOA issues the refund, your bank, card issuer, or payment provider may require additional processing time before the funds appear in your account.
Processing times vary and are controlled by the relevant financial institution or payment provider.
14. Refund Deductions
Where permitted by applicable law, an appropriate deduction may be made for material loss in value resulting from:
- Missing accessories
- Missing components
- Excessive use
- Customer-caused damage
- Unauthorized modification
- Improper handling
Any deduction will be assessed based on the individual circumstances of the return.
15. Exchanges
Exchange availability depends on current product availability and inventory.
Because AURVOA products may be offered in different:
- Colors
- Shades
- Finishes
- Product variations
The preferred replacement may not always be available.
16. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible after placing it.
Email: service@aurvoa.com
We will make reasonable efforts to assist before fulfillment begins.
However, we cannot guarantee cancellation once the order has entered:
- Processing
- Picking or packing
- Fulfillment
- Shipping preparation
- Dispatch
If the order has already shipped, you may need to follow the applicable return procedure after delivery.
17. Refunds for Canceled Orders
If we successfully cancel an order after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the applicable payment provider.
Your financial institution may require additional processing time before the refund appears.
18. Refused or Unclaimed Deliveries
Refusing delivery does not automatically qualify an order for a full refund.
If a package is refused, unclaimed, or returned to the sender, please contact us so we can review:
- Shipment status
- Carrier charges
- Product condition
- Return eligibility
- Other relevant circumstances
Where permitted by applicable law, reasonable shipping or return costs may be deducted from a preference-based refund if such costs resulted from refusal or failure to accept an otherwise valid delivery.
19. International Returns
International returns may involve additional:
- Shipping costs
- Customs procedures
- Carrier requirements
- Documentation
- Transit time
Beauty products such as lipstick, foundation, and eyeliner may require additional protective packaging for international return transportation.
Please contact us before sending any international return.
20. Consumer Rights
This Return & Refund Policy supplements and does not replace consumer rights provided by applicable law.
Depending on your country, state, province, or region, you may have additional statutory rights relating to:
- Defective products
- Product conformity
- Damaged products
- Returns
- Refunds
- Cancellation rights
Nothing in this policy is intended to waive or restrict rights that cannot legally be excluded.
21. Contact Us
If you have questions regarding a return, refund, exchange, damaged product, defective product, or cancellation, please contact us:
Brand: AURVOA
Website: aurvoa.com
Legal Entity:
Shanxi Junzenan Technology Co., Ltd.
Company Address:
Shanxi Province, Taiyuan City, Wanbolin District, Yingze West Street No. 125, Gongyuan Times City Building 3, Floor 8 East Area (Shanxi Xingchi Business Secretary Co., Ltd. 0332) Cluster Registration.
Unified Social Credit Code:
91140109MAEF7JU07R
Customer Support Email:
service@aurvoa.com
Phone:
+86 15604626054
For order-related inquiries, please include your order number and the email address used at checkout.
For damaged lipstick, foundation, eyeliner, or other beauty products, please also include clear photographs of the product and packaging.
Please do not send complete credit card information, CVV/security codes, or account passwords by email.
aurvoa.com is operated by Shanxi Junzenan Technology Co., Ltd.