Refund policy

Return and refund policy

We want you to be confident before you open the box. Please read the suitability guidance on the product page first.

Unopened items — 30 days

If you change your mind, you may return your order within 30 days of delivery for a full refund, provided the item is unopened and the seal is intact. Contact us first and we will issue return instructions. Refunds are issued to the original payment method within 5-10 business days of us receiving the item.

Opened items — final sale

Everything we sell is applied directly to the skin, the lashes, the brows or the eye area. Once a seal is broken we cannot resell or redistribute the item, so opened units are final sale and cannot be returned for a change of mind. Specifically:

  • IPL handset — a personal-care device applied directly to skin. Final sale once the seal is broken.
  • Lash lift and perm kit — contains cosmetic solutions in sealed bottles. Final sale once any bottle seal is broken.
  • Brow tint kit — contains an oxidative tint and developer. Final sale once either tube is opened. Because a patch test is mandatory before every application, please complete the patch test before opening the rest of the kit.
  • Microneedling roller — a single-user skin-contact item with a sterile seal, in the same category as a razor. Final sale once the sterile seal is broken, and it can never be resold, shared or returned to stock.

We say this plainly on each product page as well, so it is not a surprise at the point of return.

Faulty, damaged or incorrect items

This policy does not apply to items that arrive damaged, faulty, or not as described. If that happens, contact us within 30 days of delivery with your order number and photographs and we will replace the item or refund you in full, including return shipping. This applies whether or not the item has been opened.

If you have a reaction

Stop using the product immediately, and seek medical advice if the reaction is severe, affects your vision, or does not settle. Then contact us with your order number. We will handle it case by case, and an opened item is not automatically excluded where a genuine adverse reaction has occurred.

Return shipping

For change-of-mind returns of unopened items, the customer is responsible for return shipping. For faulty, damaged or incorrect items, we cover it.

How to start a return

Email support@aurennebeauty.com with your order number and the reason for the return, and we will reply with instructions. Do not send items back before contacting us, as unauthorised returns may not be processed.

Your statutory rights

Nothing in this policy limits or removes your rights under applicable consumer protection law, including any rights you may have in respect of goods that are faulty, not as described, or not fit for purpose. Where local law grants you a mandatory cancellation or cooling-off right, that right applies in addition to this policy.