Returns
1. Request a return or exchange
Contact us by WeChat, WhatsApp or email with your order reference and the goods concerned. We will provide the return address and instructions. Keep notice and dispatch records. Statutory seven-day return notice does not require prior approval.
2. Returning goods
Return the goods from the original order, packed safely, retaining original packaging and accessories where possible. Do not substitute goods, add other substances or claim the same refund twice. We check the item, quantity and condition on return.
The return period is not a trial period. Use beyond reasonable inspection or improper storage that reduces value may make you liable under applicable rules. We explain the cause and calculation rather than charge an automatic fixed percentage.
We do not resell opened skincare or fragrance products. Use or damage is assessed on available evidence; opening alone does not automatically result in a charge for the full purchase price.
3. Our additional exchange service
Within seven days of receipt, unopened, unused goods in intact packaging may be exchanged for a same-priced item or a higher-priced item with a top-up. This additional service pays no cash price difference, and you pay exchange shipping. These conditions do not restrict statutory returns or remedies for quality issues.
4. Who pays shipping?
Change of mind: you pay direct return shipping unless we agree otherwise, have not given the required advance information, or applicable rules provide otherwise.
Incorrect goods or quality issues: contact us to check and arrange a remedy. We bear necessary costs as required by applicable rules. Refunds of original delivery or other charges are itemised under applicable rules.
5. Incorrect or damaged goods
Keep the goods and packaging and contact us promptly with available photos or other evidence. Reporting transit damage preferably within 48 hours helps investigation; later reporting or absence of an unboxing video does not automatically remove your rights. Remedies may include replacement, repair, a price reduction or a return and refund, as appropriate under applicable rules.
6. Refunds and vouchers
We check the original order, funds actually received and goods required to be returned. Refunds normally go through the original channel to the original payer, not an arbitrary third party. If that channel cannot refund, we verify and arrange another lawful method.
Vouchers, electronic benefits and discounts are not independently converted into cash or refunded twice. Customer-funded and promotional components are calculated separately under campaign terms, payment-provider rules and applicable law, with an explanation. We do not promise eligibility for any particular voucher scheme.
7. Changes before dispatch
Request ordinary changes before dispatch and confirm them with us. Choose a same-priced item or a higher-priced item with a top-up. If paid goods cannot be supplied because they are unavailable, we contact you to arrange a remedy without requiring another purchase.
8. Contact us
WeChat: aurabloommo
WhatsApp: +853 6356 9411
Email: aurabloom.mo@gmail.com
Service hours: Monday–Saturday, 10:00–20:00 Macau time. Notices may also be sent outside these hours.