Refund policy

Last updated: March 25, 2025

We hope you are happy with your purchase, but if you wish to return an item, this returns policy will guide you through the process.

14-day return policy for all products (exceptions noted). Returns are the responsibility of the customer, unless the product is defective.

1. Right of Return
1.1 You have the right to return your item within 14 days of receiving your order.
1.2 Returned items must be unused, in their original condition and packaging, including all labels and accessories.

2. Return Costs

2.1 You have a 14-day return policy from the date of receiving your order.  Please inform our customer service before returning the product. Please note that the customer is responsible for the return shipping costs unless the return is due to a defective or incorrect item. To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

2.2 To start a return, read info about Return Requests. You can then log in https://account.aylure.com and follow the instructions, or contact us at info@aylure.com. Please note that returns must be sent to the address provided when contacting us, which may vary depending on the product supplier's location. 

2.3 If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

2.4 You can always contact us for any return question at info@aylure.com. 

3. Damages and issues
3.1 Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right. Alternatively, we may offer a replacement or refund, on a case-by-case basis.

4. Exceptions / non-returnable items
4.1 Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

 4.2 The following products cannot be returned: Hygiene products (e.g. cosmetics or underwear, if the packaging has been opened)
Customized or personalized products

4.3 Unfortunately, we cannot accept returns on sale items or gift cards.

4.4  If you have any questions about exceptions, please contact our customer service before initiating a return.

5. Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

6. European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

7. Refunds
7.1 We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, the refund will be automatically paid to your original payment method within 7-14 days of approval. Please remember it can take some time for your bank or credit card company to process and post the refund too. 
7.2 If more than 15 business days have passed since we’ve approved your return, please contact us at info@aylure.com.

7.3 We recommend using a shipping method with a tracking number, as we cannot be responsible for lost returns.

8. Return process
8.1 To initiate a return, please contact our customer service:
Email: info@aylure.com
8.2 Our customer service will provide more detailed instructions on how to send the return and the necessary information.

9. Contact information
If you have any questions about returns or require further information, please contact our customer service:
Email: info@aylure.com