Returns & Refund Policy

Every order is covered by our 14-day satisfaction guarantee. If your item arrives damaged, defective, or significantly different from its description, we'll make it right — repair, replace, or refund.

Because each piece is intimate by nature, we follow strict hygiene standards that limit returns of opened items. Please read the conditions below carefully before purchase.

• Items damaged in transit (photo evidence required within 48 hours of delivery)
• Manufacturing defects discovered upon first inspection
• Wrong item shipped (different model, skin tone, or configuration than ordered)
• Order cancelled before dispatch (in-stock items only)

For health, safety, and hygiene reasons, the following are non-refundable:

• Items where the protective hygiene seal has been removed or broken
• Custom or made-to-order pieces (unique skin tones, faces, body modifications)
• Items damaged through misuse, improper cleaning, or modification
• Returns initiated more than 14 days after delivery
• Promotional gifts, accessories, and clearance-tagged items

You have 14 days from delivery to initiate a return claim. Here's how:

1. Email returns@aureliadolls.com with your order number and reason
2. Include clear photos or a short video showing the issue
3. Wait for our return authorization (RA) number — issued within 24 hours
4. Ship the item back using the prepaid label we provide
5. Receive resolution within 5 business days of warehouse receipt

Returns shipped without an RA number cannot be processed.

Once approved, refunds are issued to your original payment method:

Bank processing times are outside our control. Allow one full billing cycle for the credit to appear.

For minor manufacturing defects, we often recommend a free repair or replacement part rather than a full return — it's faster and more sustainable.

For major defects, we ship a full replacement at no cost and arrange free pickup of the original. You won't be without your order during the swap in most cases.

If your return is approved due to a defect or our error, there are no fees — return shipping and refund are 100% covered.

For change-of-mind cancellations after dispatch (where eligible), a 15% restocking fee and original shipping cost are deducted from the refund.

We genuinely want every customer to be happy. If your situation falls outside this policy but feels unfair, please reach out anyway — we review every case individually and often find a solution that works for both sides.

Need help with a return? Email returns@aureliadolls.com or chat with our team — we typically respond within 30 minutes during business hours.