Refund & Return Policy

Refund and Return Policy for AUREL

At AUREL, we are committed to ensuring you are completely satisfied with your streetwear and sneaker purchases. If a size doesn’t fit quite right or an item doesn’t meet your expectations, our Refund and Return Policy outlines a clear, transparent process for returns, size exchanges, and refunds.

1. Return & Exchange Window

  • Standard Window: You have 7 calendar days from the date of delivery to request a return or exchange for eligible items.
  • Delivery Verification: The return period begins on the day the shipment is marked as “Delivered” by our courier partner.

2. Eligibility Conditions for Returns & Exchanges

To qualify for a successful return, replacement, or refund, all items must meet strict quality parameters:
  • Apparel (Oversized T-Shirts, T-Shirts, Baggy Pants): Must be unworn, unwashed, odor-free, and free from stain marks or lint, with all original brand tags, neck labels, and packaging intact.
  • Footwear (Sneakers): Must be tried on indoors only. Outer soles must show zero signs of outdoor wear, scuffs, or dirt. Shoes must be returned inside their original branded box placed within a protective outer packing box.
  • Proof of Purchase: Every return request must be accompanied by the original order ID and invoice.
Quality Check (QC): All returned items undergo a thorough physical inspection at our central warehouse before a refund or exchange is approved. Items that fail quality inspection will be shipped back to the customer at their expense.

3. Non-Returnable & Final Sale Items

The following items are strictly non-returnable and non-refundable unless received in a damaged or defective state:
  • Items purchased during “Final Sale,” clearance events, or flash promotions.
  • Customized or personalized streetwear pieces.
  • Socks, caps, or innerwear accessories for hygienic reasons.
  • Products returned without original brand tags or damaged shoe boxes.

4. Refund Methods and Processing Times

Refund methods depend on the payment mode selected during checkout:
Order Payment Type Refund Method Processing Time (Post Quality Approval)
Prepaid Orders (Credit/Debit Card, Net Banking, UPI, Wallets) Original Payment Source 5–7 Business Days
Cash on Delivery (COD) Direct Bank Transfer (NEFT/IMPS) or UPI 3–5 Business Days after collecting account details
Store Credit / Gift Card AUREL Store Voucher Code Issued instantly via email/SMS

Special Note on Cash on Delivery (COD) Refunds:

  • COD convenience fees charged at checkout are non-refundable.
  • For COD orders, a secure link will be emailed/messaged to you upon return approval to submit your verified UPI ID or Bank Account details.

5. Exchanges (Size or Style Swap)

  • Free Size Exchange: We offer one free size exchange per order for the same item/color, subject to stock availability.
  • Alternate Product Exchange: If you wish to exchange for a higher-priced product, you can pay the price difference online. If exchanging for a lower-priced product, the remaining balance will be issued as an AUREL store credit voucher.
  • Subsequent Exchanges: Additional exchanges beyond the first free swap will incur a standard logistics charge of ₹150.

6. Reverse Logistics & Shipping Charges

  • AUREL Error or Defective Items: If you received a defective, damaged, or wrong item, AUREL will arrange a free reverse pickup and cover all shipping fees.
  • Customer Discretion Returns (Buyer’s Remorse): For standard returns or refunds requested due to personal preference, a nominal reverse pickup charge of ₹100–₹150 (depending on weight and pin code) will be deducted from your final refund amount.

7. How to Initiate a Return or Exchange

  1. Submit Request: Visit our online Returns Portal at aurel.in/returns or contact support via WhatsApp/Email within 7 days of delivery.
  2. Provide Details: Enter your Order ID and Mobile Number, select the item(s) you wish to return, and upload clear photographs showing the item’s condition and tags.
  3. Reverse Pickup: Once approved, our courier partner will pick up the parcel from your delivery address within 2–4 business days.
  4. Inspection & Processing: Upon arrival at our warehouse, your package undergoes inspection, and your refund or exchange is processed within the timelines stated above.

8. Damaged, Defective, or Incorrect Deliveries

If your package arrives damaged or you receive an incorrect size/style:
  • You must inform our customer care team within 48 hours of package delivery.
  • Please provide clear unboxing photos/videos showing the outer shipping box, shipping label, and the defective or incorrect garment/shoe.
  • Replacement items will be dispatched immediately upon verification without any extra charges.

9. Customer Support & Assistance

For questions, status tracking, or support regarding your returns, get in touch with us:
  • Brand Name: AUREL
  • Customer Support Email: support@aurel.in
  • WhatsApp Support: +91 [8240589416]
  • Support Hours: Monday to Saturday | 10:00 AM – 7:00 PM IST