Here is a structured, clear, and customer-friendly Return and Refund Policy for Aurel, designed specifically for the Pakistani market while accounting for your 7-day window and future product category expansions.

Return & Refund Policy

At Aurel, customer satisfaction is our top priority. We take great pride in the quality and craftsmanship of our products. If you are not entirely satisfied with your purchase, we are here to help.

1. Return & Exchange Window

You have 7 calendar days from the date of delivery to request a return or exchange.

• Notification Period: You must inform our customer support team within 7 days of receiving your package to be eligible. Requests made after 7 days will unfortunately not be accepted.

2. Eligibility Requirements

To be eligible for a return or exchange:

• Items must be unused, unworn, and in the exact condition in which they were received.

• Items must be in their original packaging (including boxes, pouches, certificates, and tags).

• You must provide a proof of purchase (Order Number, Email Confirmation, or Invoice receipt).

3. Non-Returnable & Non-Refundable Items

For safety, hygiene, and custom production reasons, the following items cannot be returned or exchanged:

• Customized or Engraved Items: Any personalized jewelry or custom-made products.

• Pierced Earrings: Due to strict hygiene and health regulations in Pakistan, we cannot accept returns on earrings once the package is opened.

• Clearance / Final Sale Items: Items bought under special promotional clearance sales.

4. Damaged, Defective, or Incorrect Items

We carefully inspect every item before dispatch. However, if you receive a damaged, defective, or incorrect product:

1. Notify Us Immediately: Contact us within 24 hours of delivery.

2. Provide Video/Photo Proof: To process claims quickly, please share a clear video recorded while opening the parcel (unboxing video) along with photos showing the issue.

3. Free Replacement: Once verified, we will dispatch a fresh replacement or issue a full refund at no extra shipping charge to you.

5. Refund Options & Process

Once your returned item is received at our facility and passes quality inspection (usually within 24–48 hours of arrival), we will process your refund:

Payment Method Used	Refund Delivery Method	Processing Time
Cash on Delivery (CoD)	Bank Transfer, EasyPaisa, or JazzCash	2 to 4 Working Days
Credit/Debit Card / Online Gateway	Reversal to original card/account	5 to 10 Working Days (dependent on bank)
Store Credit / Voucher	Digital Code for future purchases	Instant upon inspection

Note: Initial shipping fees are non-refundable unless the return is due to an error on our part (e.g., damaged or wrong item shipped).

6. Return Shipping Fees

• Customer Responsibility: If you are returning or exchanging an item due to personal preference (e.g., change of mind or ordering the wrong size), you will be responsible for sending the item back to our address or covering the reverse courier fee.

• Aurel’s Responsibility: If the return is due to a damaged item or dispatch mistake by Aurel, we will handle all courier pickup/replacement costs.

7. How to Initiate a Return or Exchange

1. Contact Support: Reach out to us via WhatsApp at [Insert WhatsApp Number] or Email at [Insert Support Email] with your Order ID and reason for return.

2. Pack the Item: Securely pack the item in its original Aurel box/packaging.

3. Dispatch the Parcel: Send the parcel back to our return address via any traceable local courier service (e.g., TCS, Leopards, Trax), or wait for our pickup booking if arranged.

8. Contact Us

For any questions regarding returns and refunds, feel free to reach out to our team:

• WhatsApp: 

• Email: 

• Support Hours: Monday – Saturday | 10:00 AM – 6:00 PM (PKT)