Refund policy

Last updated: August 27, 2026

We want you to feel confident choosing an object from Eastern Aura. This policy explains how returns, refunds, exchanges, and cancellation requests are handled. Nothing in this policy limits any rights you may have under applicable consumer law.

Return window

You may request a return within 30 calendar days after your order is delivered. To start a return, contact us at support@eastern-aura.com and include your order number, the item you wish to return, and the reason for your request.

Your request must be approved before you send an item back. Returns sent without authorization may be refused or take longer to process. We will provide the correct return address and instructions after approval. Please do not return an item to an address shown on the original shipping label unless we confirm that address in writing.

Return eligibility

Unless applicable law provides otherwise, an item must be unused, unworn, unwashed, and in the condition in which it was received. Original tags, accessories, certificates, protective materials, and presentation packaging must be included, and the item must be securely packed for return.

Where permitted by law, we may make a reasonable deduction for any reduction in value caused by handling beyond what is necessary to inspect the nature, characteristics, and condition of the item.

Items that cannot be returned

To the extent permitted by applicable law, we do not accept change-of-mind returns for personalized, made-to-order, or custom-made items; gift cards; items clearly marked “Final Sale” before purchase; or sealed goods that are not suitable for return for health protection or hygiene reasons if the seal has been removed after delivery, including eligible face coverings.

These exclusions do not apply to items that are faulty, damaged, materially different from their description, or otherwise protected by mandatory consumer law.

Return shipping and costs

For an approved change-of-mind return, you are responsible for return shipping and must use a trackable service with insurance appropriate to the value of the item. Except where applicable law provides otherwise, the risk of loss or damage remains with you until the return reaches the approved return location.

If we confirm that an item was sent incorrectly, arrived damaged, or has a covered defect, we will provide an appropriate remedy and, where required, cover reasonable return shipping costs.

Original shipping charges, expedited shipping charges, customs duties, import taxes, brokerage fees, and similar charges are not refundable by Eastern Aura for a change-of-mind return, except where required by law.

Damaged, defective, or incorrect items

Please inspect your order promptly after delivery. If an item is damaged, defective, or incorrect, contact support@eastern-aura.com as soon as reasonably possible—preferably within 48 hours—and provide your order number, a description of the issue, and clear photographs of the item, outer packaging, shipping label, and visible damage. An unboxing video may also be provided if available.

The 48-hour request helps us investigate carrier damage promptly; it does not reduce any non-waivable rights or remedies available under applicable law.

Refunds

After an approved return is received, we will inspect it and notify you of the outcome. If approved, we will initiate the refund to the original payment method within 10 business days after inspection, unless applicable law requires an earlier refund.

Your bank, card issuer, or payment provider may require additional time to post the refund. If 15 business days have passed after we confirm that a refund was issued, please contact us.

If a returned item does not meet the eligibility requirements, we may refuse the refund or make a reasonable deduction for loss in value, to the extent permitted by law. We will explain the decision and any available next steps.

Exchanges

We do not offer automatic exchanges. The most reliable way to obtain another item is to complete an approved return and place a new order. If an incorrect or defective item was supplied, contact us so we can arrange the legally appropriate remedy.

Order cancellation and changes

If you need to cancel or change an order, contact us within 2 hours after placing it and before fulfillment begins. We will make reasonable efforts to help, but orders can enter processing automatically, so cancellation or changes are not guaranteed. Once an order has shipped, it is handled under this policy.

EEA and United Kingdom consumers

If mandatory distance-selling laws in your country apply, you may have a statutory right to withdraw from an eligible purchase within 14 days after receiving the goods, without giving a reason. Notice, timing, refund scope, return costs, exceptions, and liability for diminished value will be handled in accordance with applicable law. This statutory right is separate from, and is not reduced by, our voluntary 30-day return window.

Contact

Email: support@eastern-aura.com
Merchant: Shanghai Fuxin E-commerce Co., Ltd. (上海拂心电子商务有限公司)
Registered address: J, Building 4, Zone B, 925 Yecheng Road, Jiading Industrial Zone, Jiading District, Shanghai, China