Return & Cancellation Policy

At AURA EXIMIA UG (haftungsbeschränkt) , we are dedicated to ensuring your experience is as exquisite as our scents. Below, you will find our guidelines for cancellations, returns, and exchanges.

 

1. Order Cancellations

We process orders quickly to ensure you receive your products without delay.

• Timeframe: You may cancel your order at any time before it has been dispatched from our warehouse.

• How to Cancel: Please contact us immediately at contact@auraeximia.com, via the live chat on our website, or via WhatsApp at +49 151 5857 8977.

• Note: Once an order has been handed over to our courier, we cannot cancel the shipment. In this case, you will need to follow the Return procedure below.

 

2. Sample Orders

To ensure hygiene and safety standards, returns are not accepted for Sample products once they have been opened or tested.

 

3. Returns (Withdrawals)

If you are not completely satisfied with your purchase, you have the right to return your order within 14 days of receiving it.

Conditions for Return:

• Strict Hygiene Rule: Due to the nature of our products, items must be returned in their original, unopened condition. The protective cellophane wrap must be completely intact. We cannot accept any returns of opened, tested, or used fragrances.

• Shipping Costs: The customer is responsible for paying the shipping costs for returning the item. Shipping costs are non-refundable.

• Safe Transit: As you are arranging the return shipping, you are responsible for the safe arrival of the product. We strongly recommend using a trackable shipping service and packing the glass flacons carefully. AURA EXIMIA UG (haftungsbeschränkt)  cannot issue refunds for items that arrive broken or damaged due to poor packaging.

 

The Return Process:

1. Notify Us: Email contact@auraeximia.com within 14 days of receipt to request a return authorization.

2. Ship the Item: Once authorized, please mail the item back to the address provided by our support team.

3. Refund: Upon inspection at our warehouse (verifying the item is sealed and undamaged), we will process your refund for the product value within 14 days to your original payment method.

 

4. Damaged or Defective Items

We take immense care in packaging our flacons, but accidents during transit can happen.

• Upon Delivery: Please inspect the package immediately. If the box appears tampered with or heavily damaged, we recommend signing for it as "Damaged" or refusing delivery.

• Reporting a Fault: If you open your package and find a damaged or defective product, please email contact@auraeximia.com within 48 hours of delivery to ensure a quick resolution.

• Required Evidence: Please attach clear photos of the damage (packaging and product) and your order number.

• Resolution (Exchange):

  • Defective/Incorrect Item: We will provide instructions on how to return the unit. Upon receipt, we will dispatch a replacement.

  • Broken Glass/Leaking: In the event of shattered glass or leaking liquid, please do not mail the broken item back to us due to safety and courier regulations. Clear photographic evidence is sufficient. Once verified, we will immediately dispatch a brand-new replacement to you.

 

5. International Returns (Non-EU)

For customers residing outside the European Union, returns are accepted under the same conditions as above (unopened and sealed).

• Please note that in addition to shipping costs, any customs duties, taxes, or import fees incurred during the return process will be deducted from the final refund amount.

 

 

General Terms and Conditions (GTC)

 

1. Scope The following GTC apply to all orders via our online shop by consumers and entrepreneurs. A consumer is any natural person who concludes a legal transaction for purposes that are predominantly neither commercial nor self-employed professional activities. An entrepreneur is a natural or legal person or a partnership with legal capacity who, when concluding a legal transaction, acts in the exercise of their commercial or self-employed professional activity.

 

2. Contracting Parties, Conclusion of Contract The purchase contract is concluded with AURA EXIMIA UG (haftungsbeschränkt) . The presentation of the products in the online shop does not constitute a legally binding offer, but a non-binding online catalogue. You can initially place our products in the shopping basket without obligation and correct your entries at any time before submitting your binding order by using the correction aids provided in the ordering process. By clicking the order button, you place a binding order for the goods contained in the shopping basket. The confirmation of the receipt of your order is sent by email immediately after submitting the order. The purchase contract is concluded with our separate Order Confirmation email or by the delivery of the goods.

 

3. Contract Language, Contract Text Storage The language available for the conclusion of the contract is English. We save the text of the contract and send you the order data and our GTC by email. You can also view the GTC at any time here on this page.

 

4. Delivery Conditions

4.1 Shipping Costs Standard delivery is free of shipping costs.

4.2 Delivery Options We ship the products to the delivery address specified in the ordering process. We only deliver via shipping. Collection of the goods in person is not possible. We do not deliver to parcel stations.

4.3 Customs, Duties, and Taxes (International Orders) For deliveries to countries outside the European Union (e.g., USA, UK, Switzerland, UAE), additional costs may arise which are not included in the purchase price or shipping costs. These include, for example, costs for money transfers by credit institutions (e.g., transfer fees, exchange rate fees) or import duties or taxes (e.g., customs duties). Such costs are to be borne exclusively by the purchaser. The customer acts as the importer of record and must comply with all laws and regulations of the destination country. AURA EXIMIA UG (haftungsbeschränkt)  is not responsible for delays caused by the customs department in the destination country.

 

5. Payment The following payment methods are available in our shop:

• Credit Card: Your card will be charged immediately after placing the order.

• Apple Pay: The payment transaction is carried out immediately after placing the order.

• Google Pay: The payment transaction is carried out immediately after placing the order.

• PayPal: The payment transaction is carried out by PayPal immediately after placing the order.

 

6. Retention of Title The goods remain the property of

AURA EXIMIA UG (haftungsbeschränkt)  until full payment has been received.

 

7. Warranty and Guarantees

7.1 Statutory Warranty Rights The statutory warranty rights (Mängelhaftungsrecht) apply.

7.2 Customer Service For questions, complaints, and claims, our customer service is available by email at contact@auraeximia.com or via the chat function on our website.

 

8. Liability For claims based on damages caused by us, our legal representatives, or vicarious agents, we are always liable without limitation:

• in case of injury to life, body, or health,

• in case of intentional or grossly negligent breach of duty,

• in the case of guarantee promises, if agreed, or

• insofar as the scope of the Product Liability Act is opened. For breach of essential contractual obligations, the fulfillment of which enables the proper execution of the contract in the first place and on the compliance of which the contractual partner may regularly rely (cardinal obligations) due to slight negligence by us, our legal representatives, or vicarious agents, the liability is limited in amount to the damage foreseeable at the time of conclusion of the contract, the occurrence of which must typically be expected. Otherwise, claims for damages are excluded.

 

9. Dispute Resolution The European Commission provides a platform for online dispute resolution (OS), which you can find here: https://ec.europa.eu/consumers/odr/. We are neither obliged nor willing to participate in a dispute resolution procedure before a consumer arbitration board.

 

10. Applicable Law and Place of Jurisdiction

10.1 Applicable Law The law of the Federal Republic of Germany shall apply to all legal relationships between the parties, excluding the laws on the international purchase of movable goods (CISG).

10.2 Place of Jurisdiction If the customer is a merchant, a legal entity under public law, or a special fund under public law, the sole place of jurisdiction for all disputes arising from this contract is our place of business in Germany.