Returns and refunds

RETURN POLICY

Our Goal is Your Satisfaction

At Auvia US, your satisfaction is our top priority. We strive to provide you with high-quality products and excellent customer service. If you are not completely satisfied with your purchase, please review our return policy below.

Standard Return Policy

Our standard return policy allows you to return items within 30 days of purchase. If more than 30 days have passed since your purchase, we are generally unable to offer you a refund or exchange.

Eligibility for Returns

To be eligible for a return, your item must meet all of the following conditions:

  • Unused and in the same condition as you received it.
  • In the original packaging.
  • Contain a noticeable defect (not applicable for issues unrelated to product defects, such as problems with your smartphone).

Non-Returnable Items:

  • Perishable products such as gift cards cannot be returned.

Required Documentation

To complete your return, we require a receipt or proof of purchase.

Partial Refunds

In certain situations, only partial refunds are granted:

  • Damaged or Missing Parts: Any item that is not in its original condition, is damaged, or has missing parts for reasons not due to our error.
  • Late Returns: Any item returned more than 30 days after delivery.

Refunds

Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also inform you whether your refund has been approved or rejected.

  • Approved Refunds: If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain number of days.

Late or Missing Refunds

If you have not yet received your refund, please follow these steps:

  1. Check your bank account first as it may take some time before your refund is officially released.
  2. Contact your credit card company, as there may be a delay before your refund is officially posted.
  3. Contact your bank. There is often a processing time required before a refund is posted.
  4. If after completing all of these steps you still have not received your refund, please contact us at info@au-auvia.com.

Exchanges

We will only replace defective or damaged items. If you need to exchange an item for the same product, please email us at info@au-auvia.com.

Returns Process

To initiate a return:

  1. Contact Us: Email us at info@au-auvia.com to notify us of your intention to return the item.

  2. Provide Details: Include your order number and a description of the issue.

  3. Ship the Item: Send the item to the following address:

    Return Address:
    Unit 2A, 17/F, Glenealy Tower
    No.1 Glenealy, Honk Kong
    Email: info@au-auvia.com

Voucher Refunds

When requesting a refund, the buyer will receive a voucher for the value of the order. Refunds in the form of bank transfers, cheques, or cash are not available.

Additional Notes

  • Shipping Costs: You are responsible for paying your own shipping costs to return your item. Shipping costs are non-refundable.
  • Shipping Times: Depending on where you live, the time it takes to receive your exchanged product may vary.
  • High-Value Items: If you are shipping an item worth more than £75, you should consider using a delivery service that allows you to track the shipment or purchase delivery insurance. We do not guarantee that we will receive the item you return.

Additional Notes

  • The reviews on au-auvia.com may have been taken from other sites selling the same product, namely Amazon, Aliexpress, eBay, and Alibaba.

  • Use of the 24k Gold Serum and Collagen Masks in the "Premium Pack" and "Luxury Pack":

    The use of these two products (the 24k gold serum and the collagen masks) may cause burning, itching, allergic reactions, or discomfort if your skin does not support the product.

    Both products should be used with extreme caution and are not suitable for children under 15 years of age, people with sensitive skin, or those who have had a skin problem or disease that could cause an adverse reaction to the product.

    To ensure that your skin is compatible with the products mentioned, you should apply these products to the back of your ear for 30 minutes before using them on the face or any other part of the body for the first time.

Contact Information for Returns and Other Inquiries

Auvia US
Unit 2A, 17/F, Glenealy Tower
No.1 Glenealy, Honk Kong
Email: info@au-auvia.com
Website: au-auvia.com