Exchange, Return & Refund Policy

Last Updated: September 13, 2026

This Policy explains customer rights and procedures relating to exchanges, returns and refunds for products purchased from the Aurelia Health online store.

It applies subject to Saudi laws and regulations and does not restrict any statutory consumer right.

1. Products Eligible for Return

  • Unused.
  • Unopened.
  • In original packaging.
  • Undamaged.
  • Complete with original labels, seals and accessories where applicable.
  • Proof of purchase or order number must be provided.

2. Cosmetics and Personal Care Products

Opened or used products are generally not returnable where opening/use affects safety or resaleability, except for defects, damage on arrival, incorrect products, or cases where law requires return/refund.

3. Damaged Products Upon Delivery

  • Contact Customer Service as soon as possible, preferably within 48 hours.
  • Provide order number, product photos, packaging photos, shipping-label photos and a clear description.
  • The Company may request the product be returned or retained for inspection.

4. Incorrect Product

  • If the wrong product is received, contact Customer Service for verification.
  • If Company error is confirmed, the Company may replace the product, send the correct product, or refund the product value.
  • The customer will not bear shipping costs caused by the Company's error.

5. Defective Products

  • Contact the Company with details.
  • The Company may request photos/video, Batch/Lot Number, expiry date, proof of purchase, and other necessary information.
  • After verification, action will be taken according to the defect and statutory consumer rights.

6. Opened or Used Products

Returns due solely to change of mind are not accepted after opening/use where this affects safety or resaleability, subject to statutory rights and defects/non-conformity.

7. Dietary Supplements

Opened or used supplements are generally not returnable due to safety and quality considerations, except where required by law or for defect/non-conformity.

8. Orders Not Yet Shipped

Cancellation may be requested before shipment. If not processed or shipped, the Company will make reasonable efforts to cancel and refund according to the payment method.

9. Orders Already Shipped

Cancellation may require return/refusal of the shipment subject to the carrier's procedures. Customer-related cancellation costs may apply where legally permitted and disclosed.

10. Refunds

Approved refunds are made to the original payment method whenever possible. Bank/payment-provider processing times may vary.

11. Shipping Costs

  • For Company error, incorrect product, damage on arrival, or covered defect, the Company will bear related shipping costs according to the circumstances and applicable rights.
  • For personal reasons, the customer may bear return/shipping costs where legally permitted and disclosed before purchase.

12. Offers and Discounts

Promotional purchases are subject to the offer terms. Discounts do not affect statutory consumer rights.

13. Free Products and Gifts

A return of the main product may require return of a linked promotional gift, subject to the offer terms.

14. Non-Returnable Products

  • Depending on nature and applicable law: opened cosmetics, opened personal care products, opened dietary supplements, and products whose seals have been removed or packaging opened in a way preventing safe resale.
  • This does not affect statutory rights for defects, non-conformity, or legally required returns.

15. How to Submit a Return Request

  • Email: Aureliahealthco@gmail.com
  • Customer Service Phone: 0534103657
  • Provide customer name, order number, product, reason, and photos where required.

16. Inspection of Returned Products

The Company may inspect products before approving return/exchange. A return may be rejected where the product was opened/used in a case where return is not permitted by law or product nature.

17. Return Request Processing Time

Processing depends on request type, inspection needs, carrier, payment provider, bank, and case nature.

18. Delivery Delays

For material delays, the Company will communicate with the customer and take appropriate action under applicable laws and order terms. The Company is not responsible for delays outside its control to the extent permitted by law.

19. Contact

Aurelia Health Company

Returns & Refunds Email: Aureliahealthco@gmail.com

Phone: 0534103657

Address: Riyadh, Saudi Arabia

Notification Email: Aureliahealthco@gmail.com

Last Updated: September 13, 2026