Return, Refund, Exchange and Promotion Policy

Last updated: Nov 4, 2026

At Auliveth, we want you to be completely satisfied with your purchase. This policy explains when and how you may return a product, request a replacement or obtain a refund, and how returns work on promotional orders.

1. Return request window

You may request a return within 60 calendar days of the delivery date of your order.

To be eligible for a return, the product must be unused and in the same condition in which you received it, with its original seal, cellophane or shrink wrap intact, and in its original packaging.

For reasons of hygiene and product safety, fragrances that have been opened, unsealed, sprayed or otherwise used cannot be returned or exchanged, except where the product is defective or damaged as described in Section 3.

2. Promotional orders (Buy 1, Get More)

Many of our offers are structured as promotional bundles in which you pay for one item and receive one or more additional items at no extra cost.

In these promotions, the free items are part of a single promotional unit together with the paid item. They are not sold separately and have no individual sale price.

As a result:

• The free items cannot be returned on their own for a refund, because no amount was paid for them.

• If you return the paid item for a refund, all free items received with it must be returned as part of the same promotional unit.

• If the free items are not returned together with the paid item, we may deduct from your refund an amount corresponding to the items retained, or refuse the return, as applicable.

3. Defective products

If any item arrives defective, damaged or incorrect, please contact us within 60 calendar days of delivery with your order number, a description of the problem and clear photographs of the product and its packaging.

3.1 Defect in the paid item

If the paid item is defective, we will send you a replacement of the same product at no cost to you. If a replacement is not available, you may choose between a refund of the amount paid or a store credit of equivalent value.

3.2 Defect in one or more free items

If one of the free items received in a promotion is defective, we will send you a replacement of that item at no cost to you. Because no amount was paid for the free items, a cash refund is not available for them. If a replacement of that specific item is not available, we will offer a replacement with another item of similar value or a store credit.

3.3 Defect in more than one item

If more than one item in the same order is defective, please report all of them in a single request. We will assess the order as a whole and propose a replacement of the affected items, a partial refund corresponding to the amount actually paid, or a full refund with return of the complete promotional unit.

4. Exchanges and returns for personal preference

Fragrance is a matter of personal taste, and scent perception varies from person to person. Because our products are sealed cosmetic items, we are unable to accept returns or exchanges based on personal preference, change of mind or a difference between the expected and the perceived scent, once the product has been opened or unsealed.

If the product is still sealed and within the window described in Section 1, you may request a return. In that case, the return shipping cost is your responsibility, as described in Section 6.

Nothing in this section limits any statutory right you may have as a consumer under the law of your country of residence, including any statutory right to cancel, return or receive a refund.

5. Refunds

Once your return is received and inspected, or once a refund has been approved, we will notify you by email and process the refund to your original payment method.

Refunds are generally processed within 7 to 10 business days of approval. The time required for the amount to appear on your statement depends on your bank or card issuer.

Shipping costs paid at checkout are non-refundable, except where the return results from a defect, damage or an error on our part.

6. Return shipping

Where the return results from a defect, damage or an error on our part, we will cover the return shipping cost or, at our discretion, waive the return of the product.

Where the return results from a change of mind or personal preference, the return shipping cost is your responsibility. We recommend using a trackable shipping service, since we cannot guarantee that we will receive your returned item.

7. Replacement limits

Replacements for defective items are limited to one replacement per affected item per order. If a replacement item also arrives defective, we will offer a refund of the amount paid or a store credit instead of a further replacement.

8. Commercial resolutions

In some situations, and at our discretion, we may offer a partial refund, a discount on a future purchase or a store credit as a faster alternative to a return or replacement. Any such offer is made on a case-by-case basis and does not create an entitlement in future orders.

9. Order processing and cancellation

Orders may be cancelled free of charge within 2 hours of being placed, provided that they have not yet entered the fulfilment process.

Our orders enter the fulfilment cycle within 24 to 48 hours of being placed. Once an order has been dispatched, it can no longer be cancelled, and you will need to follow the return procedure described in this policy.

To request a cancellation, contact us immediately with your order number.

10. Delivery-related issues and claims

If your order has not arrived, has been returned to sender or shows no tracking movement for an extended period, please contact us within 60 calendar days of the date of purchase so that we can open an investigation with the carrier.

Where an order is lost in transit, we will send a replacement or issue a full refund of the amount paid, at your choice.

Where a delivery fails because of an incomplete or incorrect address provided at checkout, or because the package was not collected within the carrier's holding period, a new shipping cost may apply for a second dispatch.

11. Contact

To start any request, write to support@auliveth.com or call +1 631-948-2964.

Please include your order number and a clear description of your request.

This policy may be updated at any time without prior notice.