Refund policy
At Aubrica, we want every customer to feel confident when placing an order with us. We stand behind the quality of our products and aim to make our refund process clear, fair, and easy to understand.
Please read this policy carefully before requesting a refund or return.
Our Refund Promise
Aubrica offers a 30-day money-back guarantee on eligible orders.
If you are not satisfied with your purchase, you may request a refund within 30 days of receiving your order, subject to the conditions outlined below.
To begin a refund request, please contact us at:
Please include your order number, the email address used at checkout, and a brief reason for your request.
Refund Eligibility
To be eligible for a refund, your request must be submitted within 30 days of delivery.
Refunds may be approved for:
- Orders requested within the 30-day refund window
- Products that arrive damaged or defective
- Incorrect items received
- Orders affected by an error made by Aubrica
- Eligible satisfaction guarantee claims
Aubrica reserves the right to request photos, proof of damage, product packaging, tracking details, or additional information before approving a refund.
Satisfaction Guarantee Conditions
Our 30-day money-back guarantee is designed to give customers a fair opportunity to try Aubrica.
For supplement and consumable products, the guarantee applies to the first opened item only.
If your order contains multiple units, bundles, or promotional items, any additional unopened products may need to be returned before a refund is approved.
For example, if you purchased a multi-pack offer, we may refund the eligible portion of your order once the unopened items are returned and inspected.
This helps us keep the policy fair and prevent misuse of the guarantee.
Non-Refundable Items
The following items are not eligible for refund:
- Refund requests made more than 30 days after delivery
- Products that have been fully used or consumed
- Multiple opened items from the same order
- Items damaged due to misuse, improper storage, or customer negligence
- Orders returned without prior approval
- Items marked as final sale or non-refundable
- Gift cards or store credit
- Shipping protection, handling fees, or priority processing fees, where applicable
- Packages lost due to an incorrect or incomplete shipping address entered by the customer
Aubrica reserves the right to refuse refunds where we believe the policy is being abused, including repeated refund requests, excessive returns, or suspicious activity.
Return Authorization Required
Please do not send any items back without contacting us first.
All returns must be approved by Aubrica before being shipped back. If your return is approved, we will provide instructions on where and how to send your item.
Items returned without approval may not be accepted or refunded.
Return Shipping
Customers are responsible for return shipping costs unless the return is due to an error made by Aubrica, such as:
- Wrong item received
- Defective product
- Product damaged during shipping
We recommend using a trackable shipping service. Aubrica is not responsible for returned items that are lost in transit or delivered to the wrong address without tracking confirmation.
Original shipping fees are non-refundable unless the refund is due to an error made by Aubrica.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us at aubrica@outlook.com within 7 days of delivery.
Please include:
- Your order number
- A clear photo of the item
- A clear photo of the packaging
- A description of the issue
Once reviewed, we may offer a replacement, store credit, partial refund, or full refund depending on the situation.
Refund Processing Timeline
Once your refund request or returned item has been received and approved, we will process your refund to the original payment method.
Please allow 5–10 business days for the refund to appear in your account after it has been processed. The exact timing may depend on your bank, card provider, or payment platform.
Refunds can only be issued to the original payment method used at checkout.
Partial Refunds
In some cases, Aubrica may issue a partial refund instead of a full refund.
Partial refunds may apply when:
- Only part of the order is eligible for refund
- A bundle or multi-pack was partially used
- Items are returned damaged, incomplete, or without original packaging
- A discount, promotion, or free item was applied to the original order
- The customer chooses to keep part of the order
If a partial refund applies, we will confirm the amount before processing where appropriate.
Bundles, Discounts, and Promotional Offers
If your order was purchased as part of a bundle, discount, free gift, “Buy More Save More,” or promotional offer, the refund amount may be adjusted to reflect the actual price paid.
If a free item, bonus item, or promotional product was included with your order, it may need to be returned unused and unopened before a refund is issued.
If it is not returned, its value may be deducted from your refund.
Order Cancellations
If you need to cancel an order, please contact us as soon as possible at:
If your order has not yet been processed or shipped, we may be able to cancel it and issue a refund.
Once an order has been processed, packed, or shipped, it cannot be cancelled. In that case, you may need to wait for the order to arrive and then request a return under this policy.
Incorrect Shipping Addresses
Customers are responsible for entering the correct shipping address at checkout.
Aubrica is not responsible for orders that are delayed, lost, returned, or delivered incorrectly due to an incorrect or incomplete address provided by the customer.
If a package is returned to us due to an incorrect address, refused delivery, or failure to collect the package, we may offer a reshipment or refund where possible. Additional shipping costs may apply.
Refused Deliveries
If a customer refuses delivery of an order, any refund will be issued at Aubrica’s discretion.
Shipping costs, return shipping fees, handling fees, and any carrier charges may be deducted from the refund.
Lost or Stolen Packages
If tracking shows that your package has been delivered but you have not received it, please contact the shipping carrier first and check with household members, neighbours, building management, or your local post office.
Aubrica is not responsible for packages that are lost or stolen after being marked as delivered by the carrier.
Where possible, we may assist with a carrier investigation, but refunds or replacements are not guaranteed for packages marked as delivered.
Late or Missing Refunds
If your refund has been approved but you have not received it yet, please first check your bank account again.
Then contact your credit card company or payment provider, as it may take several business days before the refund is officially posted.
If you have completed these steps and still have not received your refund, please contact us at:
Exchanges
We may offer exchanges or replacements for damaged, defective, or incorrect items.
Exchanges are subject to product availability and approval by Aubrica.
If an exchange is not available, we may offer a refund, partial refund, or store credit depending on the situation.
Policy Abuse
Aubrica reserves the right to refuse refund requests that appear fraudulent, excessive, abusive, or outside the intended purpose of this policy.
This includes, but is not limited to:
- Repeated refund claims from the same customer or household
- Claims involving fully consumed products
- Multiple opened items
- False damage claims
- Chargeback abuse
- Attempts to receive both a refund and keep all products
Consumer Rights
This policy does not limit any rights you may have under applicable consumer protection laws.
Contact Us
For refund, return, or order-related questions, please contact us at:
Our team will be happy to assist you.