Refund policy

30-day guarantee. If you are not satisfied with your product, you have 30 days from the day you receive your order to return it unopened, with its seal intact. Email atencion@theauranova.com with your order number and we will explain the next steps.

Your legal rights. This guarantee is in addition to, and does not limit, your rights as a consumer: the 14-day right of withdrawal in Spain and the European Union, the right of withdrawal in Chile, and the legal guarantee for defective products.

Opened products. Because these are cosmetics applied near the eye or on the skin, for hygiene and health-protection reasons we do not accept returns of opened or unsealed products, unless they are defective. This exception is provided for in European Union consumer law for sealed goods that are unsealed after delivery.

Defective or incorrect products. If you receive a damaged, defective or wrong product, email us with photos within 30 days of delivery. We will send you a replacement or refund you, at no cost to you.

Return shipping. If you return a product because you were not satisfied, return shipping is at your expense. If the return is due to a defect or our mistake, we pay for it. We will email you the return address. Please do not send parcels without contacting us first.

Refunds. Once we approve your return, we will refund the amount to your original payment method within 14 days. For withdrawals, we may wait until we receive the product, or until you send us proof of shipment, before refunding. Depending on your bank, it may take a few more days for the money to appear in your account.

Cancellations. You can cancel your order at no cost as long as it has not shipped. Contact us as soon as possible.