Return & Refund Policy

Last Updated: September 8, 2026

At AURVIDO, we want customers to have a clear and reliable shopping experience.

If you are not satisfied with your purchase or there is a problem with your order, please contact us so that we can review your request and provide appropriate assistance in accordance with this policy and applicable law.

1. Contact Us Before Returning an Item

Please contact us at service@aurvido.com before sending any product back.

Do not send a return to an address shown on the shipping label or an address obtained from another source unless our customer service team has provided return instructions.

This helps us identify and process your return correctly.

2. Return Eligibility

Unless otherwise stated on the product page or required by applicable law, a return may generally be accepted when:

• The product is unused and in its original condition

• The product is returned with applicable original packaging and components

• The item has not been damaged, altered, or misused by the customer

• The return request is made within the applicable return period

Certain products may not be eligible for return due to their nature, hygiene considerations, customization, personalization, or other lawful restrictions.

Where applicable law provides mandatory consumer rights, those rights will not be limited or excluded by this policy.

3. Statutory Consumer Rights

Nothing in this Return & Refund Policy is intended to limit any consumer rights that cannot legally be excluded under applicable law.

For consumers in the European Union and other jurisdictions where a statutory right of withdrawal or similar cancellation right applies, additional rights may be available.

For example, where the EU statutory right of withdrawal applies to an online purchase, eligible consumers generally have the right to withdraw from the contract within 14 days without giving a reason, subject to applicable exceptions and conditions.

Certain products and circumstances may be excluded from statutory withdrawal rights under applicable law, including certain personalized or customized products and other legally recognized exceptions.

Where a statutory withdrawal or cancellation right applies, the applicable legal requirements will take precedence over any conflicting provision of this policy.

4. Damaged, Defective, or Incorrect Items

If you receive a product that is damaged, defective, or different from what you ordered, please contact us as soon as reasonably possible.

Please provide:

• Your order number

• A description of the issue

• Photos or videos showing the product and relevant packaging, where appropriate

We will review the information provided and determine the appropriate resolution.

Depending on the circumstances and applicable law, the resolution may include a replacement, repair where applicable, refund, or another appropriate remedy.

5. Change-of-Mind Returns

If you simply change your mind about a purchase, return eligibility may depend on:

• The product purchased

• The condition of the product

• Your destination

• The applicable return period

• Applicable consumer protection laws

• Any applicable statutory exceptions

Please contact customer service before returning the item.

For voluntary change-of-mind returns that are not required to be covered by applicable law, the customer may be responsible for return shipping costs unless otherwise stated on the product page or agreed by AURVIDO.

6. Refunds

Once an approved return has been received and reviewed, we will process the applicable refund in accordance with this policy and applicable law.

Refunds are generally issued to the original payment method used for the purchase.

The time required for a refund to appear in your account may depend on your payment provider, card issuer, bank, or other financial institution.

Where applicable law requires a refund within a specific period, we will comply with the applicable legal requirements.

7. Partial Refunds

In certain circumstances, a partial refund may be appropriate, where permitted by applicable law.

For example, this may apply where a product has been used, damaged, altered, or returned with missing components beyond what is permitted for inspection or other purposes under applicable law.

Any applicable deduction will be communicated to the customer where required.

8. Return Shipping

Return shipping instructions and the applicable return address will be provided by our customer service team when a return is approved.

Please do not ship a return before receiving the appropriate instructions.

For defective, damaged, incorrect, or otherwise eligible returns where AURVIDO is responsible for the issue, return shipping arrangements or reimbursement may be provided as appropriate and in accordance with applicable law.

For voluntary change-of-mind returns, the customer may be responsible for return shipping costs unless applicable law provides otherwise.

9. Non-Returnable or Excluded Items

Certain products may not be eligible for return where permitted by applicable law, including products that:

• Are customized or personalized according to the customer's specifications

• Cannot reasonably be returned for hygiene or health protection reasons after opening, where such exclusion is permitted by applicable law

• Have been used, damaged, altered, or misused beyond what is permitted by applicable law

• Are otherwise excluded from return or withdrawal rights by applicable law or the specific product listing

Any applicable statutory consumer rights remain unaffected.

10. Order Cancellations

If you wish to cancel an order, please contact us as soon as possible.

We will make reasonable efforts to accommodate cancellation requests received before an order has been processed or shipped.

Once an order has been processed or shipped, cancellation may no longer be possible, and the request may need to be handled under the applicable return or withdrawal process.

Where applicable law provides a statutory cancellation or withdrawal right, that right will remain available subject to the applicable legal requirements and exceptions.

11. Refunds for Shipping Charges

Where a refund is issued, the treatment of original shipping charges will depend on the reason for the refund, the shipping option selected, and applicable law.

Where applicable law requires reimbursement of qualifying standard delivery charges, we will provide such reimbursement as required.

Additional charges resulting from a customer's choice of an expedited or premium delivery method may not be refundable where permitted by applicable law.

12. Contact Us

For return, refund, cancellation, or other after-sales questions, please contact us:

Email: service@aurvido.com

Phone: +1 3015970032

Brand Name: AURVIDO

Legal Operator: Shenzhen Tongjun E-commerce Co., Ltd.

Registration Number: 91440300MA5G7JWB4Q

Business & Return Address:
Room 501, Building 7, Jinheyuan, No. 353 Xinzhou 9th Street, Xinhua Community, Shatou Subdistrict, Futian District, Shenzhen, China