Refund policy
At Auriva, your satisfaction is our priority. This policy explains your options if you are not fully satisfied with your purchase. By placing an order with us, you agree to the terms below.
Customer Support Hours: 9:00 AM – 5:00 PM EST, Monday – Saturday Support Email: info@aurivamain.com Website: aurivamain.com
30-Day Satisfaction Guarantee
If you are not completely happy with your purchase, contact us within 30 days of receiving your item and we will work with you to make it right through a replacement or store credit. To be eligible, items should be unused, in their original condition, and (where applicable) in their original packaging. Proof of purchase, such as your order number, is required.
How to Start a Return or Claim
Email us at info@aurivamain.com with the following:
- Your full name
- Your order number
- A description of the issue
- Clear photos of the item and/or packaging (when reporting damage or an incorrect item)
Our team will respond with next steps. Please do not return any item before receiving return instructions from us.
Lost or Missing Orders
Auriva is not responsible for lost or missing orders that are marked as delivered by the carrier. If tracking shows your package was delivered but you cannot locate it, please take these steps before contacting us:
- Check with household members, neighbors, or building management who may have accepted the package.
- Verify the shipping address on your order.
- Contact your local carrier or post office with the tracking number for additional delivery details.
If you still cannot locate the package after these steps, reach out to us and we will do our best to assist. Please note that refunds are not issued for orders marked as delivered by the carrier.
Damaged Orders
If your order arrives damaged, contact us within 15 days of delivery. Retain all packaging materials and provide clear photos of the damage and the shipping box, as these are required to process a claim. Claims submitted after 15 days may not be eligible for a replacement or refund.
Incorrect Orders
If you receive the wrong item, email info@aurivamain.com within 15 days of delivery with your name, order number, a description of the issue, and a photo of the item received. We will arrange to send the correct product. Refunds are not issued for incorrect orders; we will replace the item instead.
Late Arrival of Orders
While we strive to deliver every order promptly, delays may occur due to circumstances beyond our control (carrier delays, weather, customs, peak seasons). We cannot guarantee delivery by a specific date and do not offer refunds for items that do not arrive in time for a holiday, event, or special occasion. Once an order has shipped, it cannot be edited or canceled.
Order Cancellations
Orders may be canceled only before they have shipped. To request a cancellation, contact us as soon as possible after ordering. Once an order is processed or shipped, it can no longer be canceled.
Sale Items
Items purchased on sale or with a discount are final sale and are not eligible for refunds or replacements unless they arrive damaged or incorrect.
International Orders
All international orders are final sale and cannot be returned. In the rare event that an international order is confirmed lost in transit by the carrier, a replacement will be issued. International customers are responsible for any customs duties, taxes, or import fees.
Refunds & Store Credit
Where a refund or store credit is approved, it will be issued to your original payment method or as Auriva store credit, as applicable. Approved refunds are typically processed within 5–10 business days, though the time for funds to appear depends on your bank or payment provider. Original shipping charges are non-refundable unless the return is due to our error.
Contact Us
If you have any questions or need further assistance, please contact our customer service team:
Email: info@aurivamain.com Hours: 9:00 AM – 5:00 PM EST, Monday – Saturday
Thank you for choosing Auriva. We appreciate your support and look forward to serving you again.
Sincerely, The Auriva Team