Aureza Gift Shop Refund & Return Policy

At Aureza Gift Shop, we want you to love every gift you purchase. We strive to provide high-quality, thoughtfully curated products that bring joy to you and your loved ones. However, if you are not completely satisfied with your order, we are here to help.

1. Return Window

You may return eligible items within 14 days of receiving your order (delivery date).

If 14 days have passed since delivery, we unfortunately cannot offer a refund or exchange.

For personalized or custom-made gifts (e.g., engraved items, photo-printed products, or made-to-order jewelry), returns are not accepted unless the item arrives damaged or defective.

2. Eligibility for Returns & Refunds

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

• Be in its original, unused condition (no signs of wear, use, or damage caused by the customer).

• Be in the original packaging with all tags and labels attached.

• Include the original receipt or proof of purchase (order number).

Non-returnable items include:

• Personalized or customized products (unless damaged/defective).

• Sale, clearance, or discounted items (unless faulty).

• Gift cards, digital downloads, or perishable items (if any).

• Items that have been opened, used, or altered after delivery.

• Hygiene-sensitive products (e.g., certain bath & body items, if applicable).

3. Refunds & Exchanges

• Full Refund: If the returned item is approved, we will issue a refund to your original payment method.

• Partial Refund: We may deduct shipping costs or restocking fees in certain cases (e.g., if return shipping was originally free).

• Exchange: We happily offer exchanges for a different size, color, or similar item, subject to availability.

• Gift Purchases: If the item was marked as a gift and shipped directly to the recipient, we will issue a gift credit or store credit for the value of the return (no cash refund to the original purchaser).

Refunds are usually processed within 5–7 business days after we receive and inspect your return. The time it takes for the money to appear in your account depends on your payment provider (banks/cards usually take 3–10 business days).

4. Damaged or Defective Items

If your item arrives damaged, defective, or not as described, please contact us immediately (within 48 hours of delivery) with clear photos and your order number.

We will arrange a free return (where possible), full refund, or replacement at no extra cost to you.

5. How to Initiate a Return

1. Contact us via email at [support@aurezagiftshop.co.ke] or through our website contact form. Include your order number and reason for return.

2. We will provide you with return instructions and a Return Authorization (if required).

3. Ship the item back to us at the address we provide. Note: Customers are responsible for return shipping costs unless the item is damaged or defective. We recommend using a trackable shipping service.

Once we receive and inspect the item, we will notify you via email about the approval or rejection of your refund.

6. Shipping Costs

• Original shipping fees are non-refundable, except in cases of damaged or incorrect items.

• We do not cover return shipping unless the return is due to our error.

7. Important Notes

• All decisions regarding returns and refunds are at the sole discretion of Aureza Gift Shop.

• We reserve the right to refuse returns that do not meet our policy conditions.

• This policy applies to purchases made directly on our website. Orders from third-party platforms may follow different rules.

If you have any questions about our Refund Policy, please feel free to reach out to our customer support team. We’re always happy to assist!

Thank you for shopping with Aureza Gift Shop — making gifting meaningful and memorable.