Return & Refund Policy

Last Updated: August 27, 2026

At Aeravelle, we want you to feel confident when shopping with us. If something is not right with your order, please contact our customer support team and we will do our best to assist you.

Please read this Return & Refund Policy carefully before making a purchase.

1. 30-Day Return Policy

You may request a return within 30 days of receiving your order.

To be eligible for a standard return, the item must generally:

• Be unused and unopened;

• Be in its original packaging;

• Be in the same condition in which you received it;

• Be in resalable condition; and

• Include proof of purchase or a valid order number.

Because many of our products are beauty, skincare, cosmetic, or personal-care items, additional hygiene restrictions may apply.

Please contact us before sending any item back. Returns sent without prior authorization may not be accepted.

2. How to Request a Return

To request a return, please contact us at:

support@aeravelle.com

Please include:

• Your full name;

• Order number;

• Email address used when placing the order;

• Item(s) you would like to return;

• Reason for the return; and

• Clear photos or videos if the item arrived damaged, defective, leaking, or incorrect.

If your return request is approved, our customer support team will provide you with return instructions.

Please do not send your return to the address shown on the shipping package unless our customer support team specifically instructs you to do so.

Items returned without authorization or to an incorrect address may not be eligible for a refund.

3. Beauty, Skincare & Cosmetic Products

For hygiene, health, and safety reasons, certain beauty, skincare, cosmetic, and personal-care products cannot be returned once they have been opened, used, tested, or had their protective seal removed.

Unless otherwise required by applicable law, we generally cannot accept returns of opened or used beauty and personal-care products simply because:

• You changed your mind;

• You no longer want the product;

• You dislike the texture, shade, appearance, scent, or feel of the product;

• The product does not suit your personal preferences; or

• Your individual cosmetic results differ from your expectations.

This restriction does not apply where a product arrives damaged, defective, leaking, contaminated, or materially different from the item ordered, subject to review by our customer support team.

4. Damaged, Defective or Incorrect Items

Please inspect your order as soon as possible after delivery.

If an item arrives:

• Damaged;

• Defective;

• Leaking;

• Broken;

• Incorrect; or

• Significantly different from what you ordered,

please contact us at support@aeravelle.com as soon as possible.

Please provide your order number, a description of the issue, and clear photographs or videos showing:

• The affected product;

• The product packaging;

• The shipping package; and

• The shipping label, where relevant.

We may request additional information where reasonably necessary to review your claim.

Once your claim has been reviewed and approved, we may offer an appropriate solution, which may include a replacement, refund, or other remedy depending on the circumstances and applicable law.

5. Non-Returnable Items

Unless otherwise required by applicable consumer-protection law, we generally cannot accept returns for:

• Opened or used skincare products;

• Opened or used cosmetic products;

• Opened or used personal-care products;

• Products with a removed or broken hygiene or protective seal;

• Products damaged due to misuse, improper use, neglect, or improper storage;

• Products that are not returned in their original condition;

• Items missing original packaging where the packaging is necessary for resale;

• Gift cards;

• Free gifts or promotional items, unless otherwise stated;

• Items marked as final sale, where permitted by law.

If you are unsure whether your item is eligible for return, please contact us before sending it back.

6. Return Shipping Costs

For standard returns that are not caused by an error on our part, customers may be responsible for return shipping costs.

Original shipping charges are generally non-refundable unless:

• The item arrived damaged;

• The item was defective;

• We sent the wrong item; or

• A refund of shipping charges is otherwise required by applicable law.

If we determine that the return is the result of an error on our part, we will provide appropriate instructions regarding return shipping.

Any applicable return shipping costs will be communicated before the return is confirmed.

7. Return Shipping Responsibility

If you are responsible for returning an item, we recommend using a trackable shipping method.

Unless otherwise required by law, Aeravelle cannot guarantee reimbursement for a return package that is lost, misdirected, or damaged before reaching the designated return location when the customer arranged the return shipment.

Please keep your return shipping receipt and tracking information until your return has been completed.

8. Refunds

Once an authorized return has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will normally be issued to the original payment method used for your purchase.

Please allow approximately 5–10 business days after the refund has been issued for your bank, card issuer, or payment provider to process and display the refund.

Processing times are controlled by your financial institution or payment provider and may vary.

If more than 10 business days have passed after we confirm that your refund was issued, please contact your bank or payment provider first. You may also contact us at support@aeravelle.com if you need additional assistance.

9. Partial Refunds

In certain circumstances, where permitted by law, only a partial refund may be issued.

This may apply where an eligible returned product:

• Is not in its original condition;

• Has missing packaging or components;

• Shows damage not caused by Aeravelle; or

• Has otherwise lost value because of handling beyond what was reasonably necessary to inspect the product.

Any applicable deduction will be assessed based on the condition of the returned item and applicable law.

10. Exchanges

We do not guarantee direct exchanges for every item.

If you would like a different product or variant, please contact us at support@aeravelle.com.

Depending on the circumstances, we may ask you to return the eligible item and place a new order.

Damaged, defective, or incorrect items will be handled separately in accordance with this policy.

11. Order Cancellations and Changes

If you need to cancel or modify your order, please contact us as soon as possible at:

support@aeravelle.com

Please include your order number and the requested change.

We will do our best to assist you, but we cannot guarantee that an order can be changed or cancelled once it has:

• Entered processing;

• Been prepared for shipment;

• Been transferred to a fulfillment partner or carrier; or

• Already been shipped.

If we are unable to cancel an order before shipment, you may request a return after receiving it, subject to the eligibility requirements of this policy.

12. Incorrect Shipping Address

Customers are responsible for providing complete and accurate shipping information when placing an order.

If you entered an incorrect or incomplete address, please contact us as soon as possible.

We cannot guarantee that an address can be changed once an order has entered processing or been shipped.

If an order is returned to us because of an incorrect or incomplete address provided by the customer, additional shipping charges may apply before the order can be resent.

Any refund issued in such circumstances may exclude shipping costs where permitted by law.

13. Refused or Unclaimed Packages

If a package is refused, unclaimed, or returned because delivery could not be completed, please contact us.

Where permitted by law, shipping charges or costs associated with returning the package to the sender may be deducted from any applicable refund.

Refund eligibility will depend on the condition of the returned items and the circumstances of the shipment.

14. Lost Packages

If your tracking information shows that your package has been delivered but you cannot locate it, we recommend that you:

1. Check around your delivery location;

2. Ask household members, neighbors, reception staff, or building management;

3. Check the delivery confirmation or tracking details;

4. Contact the shipping carrier; and

5. Contact us at support@aeravelle.com if you still require assistance.

We will review the available shipping information and assist where reasonably possible.

A carrier showing a shipment as delivered does not automatically determine the outcome of every claim, and each case may be reviewed based on its individual circumstances.

15. Packages Lost in Transit

If tracking information indicates that your package may have been lost while in transit, please contact us with your order number.

We may need to investigate the shipment with the carrier before determining the appropriate resolution.

Depending on the circumstances, an approved claim may result in a replacement or refund.

16. Delayed Deliveries

Shipping and delivery estimates are estimates unless expressly stated otherwise.

Delays caused by carriers, customs authorities, weather, public holidays, transportation disruptions, or other circumstances outside our reasonable control do not automatically make an order eligible for a refund.

If your package appears significantly delayed, please contact us and we will assist with reviewing the available tracking information.

17. Customs Duties and Import Charges

International orders may be subject to customs duties, import taxes, brokerage fees, or other charges imposed by local authorities.

Unless otherwise stated at checkout, these charges are generally the responsibility of the recipient.

Refusing a shipment because of customs duties or import charges does not necessarily qualify the order for a full refund.

If the shipment is returned to us, any applicable refund will be assessed after the returned products are received and inspected, subject to applicable law.

18. Promotional Items and Free Gifts

If your purchase included a promotional item, free gift, or bundle offer, return eligibility may depend on the terms of the promotion.

Where required for a full refund, promotional items or gifts may also need to be returned unused and in their original condition.

If a promotional item is not returned, the value of the item may be deducted from the refund where permitted by law and disclosed as part of the applicable promotion.

19. Final Sale Items

Certain products may occasionally be marked as Final Sale.

Where permitted by law, final-sale products cannot be returned simply because you changed your mind.

This does not limit any rights you may have if the product is damaged, defective, incorrect, or otherwise covered by mandatory consumer-protection laws.

20. Chargebacks and Payment Disputes

If you experience an issue with your order, we encourage you to contact us at support@aeravelle.com so that we have an opportunity to review and resolve the matter.

Nothing in this policy prevents you from exercising any lawful rights available through your payment provider or applicable consumer-protection law.

21. Consumer Rights

Nothing in this Return & Refund Policy is intended to exclude, restrict, or limit any rights that cannot legally be excluded under applicable consumer-protection laws.

Depending on where you live, you may have additional statutory rights relating to defective goods, cancellations, returns, or refunds.

Where mandatory local law provides you with rights that are more favorable than this policy, those mandatory rights will apply.

22. Contact Us

If you have questions about a return, refund, damaged item, incorrect order, or cancellation, please contact:

Aeravelle

Email: support@aeravelle.com

When contacting us about an existing order, please include your order number and the email address used during checkout so that we can assist you more efficiently.

Please do not return any product until you have contacted us and received the applicable return instructions.

Thank you for shopping with Aeravelle.