aurabay Return & Refund Policy

Last Updated: July 16, 2026

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Overview

At aurabay, your complete satisfaction guides everything we do. We take pride in the freshness of our grocery selections and the quality craftsmanship of our kitchenware, and we back every purchase with confidence. Should a purchase ever fall short of your expectations, our team is committed to resolving the matter through a straightforward, transparent, and equitable return and refund process.

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Return Window

• Non-Perishable Grocery & Kitchenware: These items may be returned within 30 days of the delivery date. To qualify, merchandise must be unused, unopened, and in its original resalable condition, with all original tags attached and the original packaging fully intact.
• Perishable Items: For reasons of food safety, quality assurance, and public health regulations, perishable goods — including fresh produce, dairy products, frozen items, prepared foods, and other short-shelf-life goods — cannot be sent back to us physically. However, if any perishable item arrives damaged, spoiled, expired, or otherwise compromised in transit, you qualify for an immediate full refund or a free replacement (valid photographic evidence required within 48 hours of delivery).

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Non-Returnable Items

The following merchandise cannot be returned under any circumstances:

• Products designated as final sale (clearly labeled "Final Sale" at checkout);
• Goods that have been opened, used, or partially consumed (unless they arrived defective or spoiled);
• Digital download codes, e-gift cards, and physical gift cards;
• Merchandise harmed through improper customer storage, mishandling, or disregard of product care instructions;
• Return requests submitted beyond the 30-day window without prior written approval from aurabay.

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Return Shipping Costs & Deductions

Return Reason	Return Shipping Cost	Processing / Restocking Fee
Merchant Error (Damaged, Defective, Spoiled, Incorrect Item Sent)	100% Free (Prepaid shipping label provided by us)	None ($0)
Customer Preference (Changed mind, wrong size, no longer needed)	Customer Responsible (Or opt for a $7.95 prepaid label fee deducted from refund)	None ($0)

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How to Initiate a Return

1. Submit a Request: Send an email to our customer support team at support@aurabay.xyz including your Order Number, the specific item(s) you intend to return, and the reason for the return. For damaged or spoiled merchandise, please attach clear photographs documenting the issue and its packaging.
2. Receive RMA & Instructions: Our team will evaluate your request and provide a Return Merchandise Authorization (RMA) number together with return shipping instructions within 1 business day.
3. Pack Securely: Carefully pack the item(s) in protective packaging. Clearly mark your RMA number on the exterior of the shipping box (never write directly on the original product packaging).
4. Ship Back: Deliver the package to a carrier using a trackable shipping service, addressed to the return destination specified in your RMA email.

Note: Packages returned without a valid, pre-approved RMA number may face significant processing delays or be declined upon arrival.

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Refund Processing & Timelines

• Inspection & Processing: After your return reaches our facility, it will undergo inspection within 1–2 business days.
• Refund Credit: Once approved, your refund will be issued to your original payment method within 3–5 business days.
• Posting Time: Your financial institution or credit card issuer may require an additional 3–10 business days to reflect the refunded amount on your bank statement.
• Shipping Cost Refunds: Original shipping charges are not refundable unless the return results from a aurabay error (for example, a damaged or incorrect item was sent).

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Damaged, Defective, or Incorrect Items

If your order arrives damaged, incomplete, incorrect, or containing spoiled perishables, please notify us promptly:

• Perishable Items: Reach out to us within 48 hours of delivery.
• Non-Perishable Items: Reach out to us within 7 days of delivery.

Kindly include clear photographs of the affected items and the shipping package. We will promptly provide a full refund or ship a free replacement at no additional cost to you.

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Contact Us & Merchant Details

Should you have any questions about your return, the status of a refund, or our return procedures, please contact our support team directly:

• Official Business Name: aurabay
• Customer Support Email: support@aurabay.xyz
• Customer Support Phone: 18323266353
• Physical Business & Return Address: 54 TIDWILLOW PL, THE WOODLANDS, TX 77375, United States
• Support Operating Hours: Monday – Friday: 8:00 AM – 8:00 PM EST | Saturday: 9:00 AM – 5:00 PM EST