Refund policy
Effective date: September 12, 2026
AURZENA is a brand operated by UNOICO LLC. This policy applies to purchases made directly from aurzena.com. Nothing in this policy limits any mandatory consumer rights available under the laws of your country or region.
RETURNS
You may request a return within 30 days after the order is delivered. To be eligible, an item must be unworn, unused, unaltered, and returned with all original tags, protective seals, accessories, and packaging, together with proof of purchase.
Email qtra74@gmail.com with your order number and reason for return before sending anything. If approved, we will provide return instructions and the applicable return address. Returns sent without authorization, to the business address, or cash-on-delivery may be refused. The customer is responsible for using a tracked service and for the item until it is received, except where applicable law provides otherwise.
NON-RETURNABLE ITEMS
For hygiene and safety, earrings and other pierced jewelry cannot be returned after their protective seal or packaging has been opened, unless defective or required by law. Custom, engraved, personalized, made-to-order, and gift-card purchases are not returnable. Items clearly marked final sale are not returnable for change of mind. These exclusions do not apply to defective, damaged, misdescribed, or incorrectly supplied goods, or where mandatory law requires a return.
DAMAGED, DEFECTIVE, OR INCORRECT ITEMS
Inspect your order promptly. Contact us within 7 days of delivery with your order number and clear photos if an item arrives damaged, defective, or incorrect. Keep the item and all packaging while we investigate. If the claim is accepted, we will provide an appropriate remedy, such as replacement, repair, or refund, and cover reasonable return shipping where required. Your statutory rights remain unaffected.
RETURN COSTS AND REFUNDS
For change-of-mind returns, the customer pays return shipping. Original shipping charges, customs duties, import taxes, brokerage fees, and expedited-delivery upgrades are non-refundable, except when the return results from our error or applicable law requires reimbursement.
We inspect returned items before approval. Approved refunds are issued to the original payment method within 10 business days after inspection. Banks and card issuers may require additional processing time. We may reduce a refund where permitted by law if an item has been used, damaged, altered, or handled beyond what is reasonably necessary to inspect it.
EXCHANGES
Contact us before returning an item. Unless we agree otherwise, exchanges are handled as a return followed by a new order. Stock is not reserved until the replacement order is confirmed, and any price difference or shipping charge may apply.
CANCELLATIONS AND ORDER CHANGES
Email us immediately with your order number. We can cancel or change an order only before it enters processing or dispatch, and we cannot guarantee that a request will be received in time. After dispatch, the return rules above apply. We may cancel and refund an order because of stock errors, pricing or listing errors, payment or fraud concerns, shipping restrictions, or events outside our reasonable control.
LIMITED WARRANTY
AURZENA provides a 90-day limited warranty from delivery against manufacturing defects in materials and workmanship. The warranty does not cover normal wear, scratches, accidental damage, misuse, improper storage or cleaning, exposure to chemicals or moisture, loss, theft, unauthorized repair, or the natural fading of plating and finishes. To make a claim, email us with the order number and photos. We may require inspection and may repair, replace, or refund the affected item at our discretion, subject to applicable law. Mandatory legal guarantees, including any longer statutory conformity period, are not limited by this warranty.
EUROPEAN ECONOMIC AREA AND UNITED KINGDOM
Where the statutory right of withdrawal applies, eligible consumers may notify us within 14 days after the final item in an order is delivered and return it within the following 14 days. We will reimburse eligible payments, including the least expensive standard outbound delivery option, within the period required by law; we may withhold reimbursement until the goods are received or proof of return is provided. The consumer normally bears direct return costs. Statutory exceptions, including properly sealed hygiene goods after unsealing and personalized goods, apply.
Contact: qtra74@gmail.com