Returns & Exchanges

Thank you for shopping at Aurohaya. We hope you love what you've ordered!

We pride ourselves in our product quality with strict quality control checks in place. To provide you with additional peace of mind, we also offer a comprehensive 14 Day Returns guarantee for orders which were not personalized and for products that are of bad quality or damaged during shipping. Buy with confidence and enjoy a great shopping experience!

If you are not satisfied with the items you received, please don't hesitate to contact us. We will try our best to meet your request. Email: service@aurohaya.com

Your order will be fully refunded if it’s cancelled within 1 hour of purchase. If you decide to cancel or change the order, please email us. We will NOT accept order cancellation requests after 1 hour of purchase.

Please note: Pre-sale products are not allowed to be canceled after placing the order. We have indicated that it is a pre-sale product in the product subtitle and also stated the delivery date. When you place the order, it means that you are aware of this rule, so you are not allowed to cancel the order when we are making the product. If we decide not to make the product, we will give you a refund.

You have 14 days to decide if an item is right for you. If you would like to return or exchange the item, please contact us within 14 days of delivery. Returns are valid within 7 days once the request is approved by the support team.

The following situations are not quality issues:

1. Odor problem (some fabrics are specially treated and may have some odor, which will generally disappear after washing)

2. Color difference between the picture and the actual product (display settings may vary)

3. Thread ends not cleaned up

4. Slight dirt on light-colored fabrics that can be washed off

5. Subjective judgments on fabric quality or transparency

6. Thickness of the style (varies per individual)

7. Size difference within 3-4CM tolerance

8. Slight differences between batches or color variations due to lighting

The following products are not eligible for return or exchange:

1. Damaged by artificial means, missing tags or packaging

2. Discontinued products

3. Washed, used, or altered items

4. Items returned without contacting customer service

Final sale items (40% off or more, including buy 1 get 1 free) cannot be returned. Items marked as clearance are non-returnable. Orders using a 40% discount code or gift card are not eligible for return or refund.

All items must be unworn, in original condition, with packaging and tags attached. Any garments that appear worn, washed, or altered will not qualify for a refund. All returns must be approved by our customer service team.

For pre-sale items, please refer to the time listed on each product page. Once placed, such orders cannot be refunded within the waiting phase.

Aurohaya responsibility: We're responsible for re-sending a replacement at our expense or refunding in full the original product price and shipping if the wrong item/size/color or defective/damaged item has been sent. Minor damages may result in partial compensation only. Damaged, defective, or incorrect items must be reported within 5 days of delivery. Aurohaya is not responsible for packages lost or stolen after delivery.

Customer's responsibility: All return shipping fees and original shipping fees are non-refundable in the following cases:

- Incorrect order (size or item)

- Unwanted items or exchanges requested by the customer

- Wrong or incomplete shipping address provided

- Refusal to pay customs/taxes (only 30% refund available, or 50% if taxes were prepaid by us)

If the package is shown as delivered but the customer fails to pick it up in time and it is lost, we are not responsible.

Please use registered mail with an online tracking number for returns. Untracked returns will not be guaranteed. Any address not approved by our customer service is invalid for returns.

Returns Process & Time-Frame:

1. Send a return/exchange request to service@aurohaya.com including order number, SKU, and evidence photo/video.

2. After receiving return instructions, pack the item(s) in the original packaging.

3. Include your order number inside the parcel.

4. Drop off your package at the post office and send the tracking number to our service team.

Please allow 10–25 business days for transit, plus 5–7 business days for processing. We’ll email you once your return or exchange is processed. Do not send returns to the package address.

Refund times:

- Credit card: 7–14 business days

- PayPal: within 48 hours

Once your return is received and inspected, you’ll be notified of approval or rejection. Approved refunds will be issued within 1 week to the original payment method. Shipping costs are non-refundable and return shipping will be deducted from your refund.

Late or missing refunds:

If you haven’t received your refund yet, check your bank account, contact your credit card company, and then your bank. If still unresolved, please contact service@aurohaya.com.

Refused packages: A $20 Non-Delivery Fee will be charged for refused shipments.

Aurohaya reserves the right to the final interpretation of the above provisions.