Refund policy

Return policy

Aura Viva sells personalised products: every piece of jewellery contains an NFC chip encoded exclusively for your order. For this reason, our products fall outside the 14-day statutory right of withdrawal that applies to non-personalised items.

However, as a sign of our commitment to your satisfaction, we voluntarily offer a return guarantee of 14 calendar days from the receipt of your order, with no need to give a reason. This guarantee is Aura Viva's own commercial policy and may be modified or suspended at any time, without affecting orders already placed.

The item must be in the same condition in which you received it: unused, with its tags and in its original packaging. You will also need the receipt or proof of purchase. We reserve the right to refuse the return or to apply a deduction proportional to the value of the product if it shows signs of use, wear or handling that are not attributable to a manufacturing defect.

Before issuing the refund, we reprogramme the NFC chip of the returned piece and delete any personal content linked to your original order.

To start a return, please contact us at contact@auraviva.shop. We will provide you with the return address once your return has been approved. Never send it before obtaining approval. - addressed to Aura Viva Digital S.L

To start a return, please contact us at contact@auraviva.shop stating your order number and the reason for the return. Once we have received your request, we will review it and confirm whether it has been accepted.

If it is accepted, we will give you the address to which you must send the item together with the necessary instructions. Shipping is arranged and paid for by the customer, except where the return is due to a manufacturing defect or an error attributable to Aura Viva, in which case Aura Viva will cover the shipping cost.

Items returned without having requested and received our prior confirmation will not be accepted. Once we receive the parcel, we will let you know and will inspect it before approving the refund.

For any queries about returns, write to us at contact@auraviva.shop.

Damages and issues

Please check your order as soon as you receive it and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can assess the problem and put it right.

Exceptions / non-returnable items

All our products are personalised and are therefore not subject to the 14-day statutory right of withdrawal. They are, however, covered by our voluntary 14-day return guarantee described above.

Gift cards cannot be returned or refunded once purchased.

Where an order has been paid for in whole or in part with a gift card, the amount corresponding to that part of the payment will be refunded as store credit or a new gift card, and not through the original payment method.

Exchanges

The fastest way to make sure you get what you want is to return the item you have and, once the return has been accepted, place a separate order for the new item.

Refunds

We will let you know once we have received and inspected your return and will tell you whether the refund has been approved. If it is approved, you will be refunded to your original payment method within a maximum of 14 calendar days from the receipt and verification of the returned product. Please remember that your bank or card issuer may need some additional time to make the refund available in your account.

If more than 14 calendar days have passed since we approved your return and you have not received the refund, please contact us at contact@auraviva.shop.