Refund policy

Last Updated: July 10, 2026

At The Auro Presence, we want every customer to feel confident in their purchase. We take great care in inspecting and packaging every order before shipment. If something isn't right with your order, we're committed to making it right through our return, replacement, or refund process.

By placing an order with The Auro Presence, you agree to the terms outlined in this Refund & Return Policy.

7-Day Return Window

You may request a return within 7 calendar days after receiving your order.

To qualify for a return, the product must:

Be unused and unopened.
Be in its original condition.
Include its original packaging, seals, labels, and accessories.
Include proof of purchase (order confirmation, receipt, or order number).

Because fragrances are classified as personal care products, opened, used, or tampered products cannot be returned unless they arrived damaged, defective, or incorrect.

How to Start a Return

To begin a return request, please contact us at:

Email: support.theauropresence@gmail.com

Please include:

Full Name
Order Number
Date of Purchase
Reason for Return
Photos or videos showing the issue (if applicable)

Return Address:

The Auro Presence
Block 6 Bliss Compound, Puno ng Acacia, Mandaluyong City, Metro Manila 1550 Philippines

Please do not send items back without receiving return authorization from our team. Unauthorized returns may be refused.

Damaged, Defective, or Incorrect Orders

Please inspect your order immediately upon delivery.

If your package:

arrived damaged,
contains the wrong product,
has missing items,
contains a manufacturing defect, or
was damaged during transit,

please notify us within 7 calendar days of receiving your package.

To help us resolve the issue quickly, kindly provide:

clear photos of the product,
photos of the shipping box,
photos of the shipping label,
and a brief description of the issue.

After verification, we may provide one of the following remedies:

Replacement product
Store credit
Partial refund
Full refund

The appropriate resolution will depend on the nature of the issue.

Products That Cannot Be Returned

For hygiene, health, and quality assurance reasons, the following items are non-returnable unless defective or incorrectly shipped:

Opened perfume bottles
Used fragrance samples
Products with broken seals
Personalized or customized orders
Clearance or final sale items
Gift cards
Promotional giveaway items

We reserve the right to refuse returns that show signs of use, misuse, alteration, or intentional damage.

Fragrance Expectations

Choosing a fragrance is a personal experience.

Differences in skin chemistry, scent perception, longevity, projection, or personal preference do not constitute manufacturing defects.

Therefore, we cannot issue refunds or exchanges solely because:

you expected a different scent,
the fragrance is not your preferred style,
the scent changes after application,
longevity differs on your skin,
projection is stronger or weaker than expected,
or you changed your mind after opening the product.

We encourage customers to carefully review fragrance descriptions and notes before purchasing.

Incorrect Shipping Address

Customers are responsible for providing a complete and accurate shipping address.

The Auro Presence is not responsible for delays, additional shipping fees, or undelivered packages resulting from incorrect or incomplete addresses provided during checkout.

If an order is returned to us due to an incorrect address, additional shipping charges may apply before reshipment.

Lost Packages

Once an order has been handed over to the courier, delivery timelines are controlled by the shipping provider.

If your package appears lost in transit, please contact us. We will work with the courier to investigate the shipment.

Refunds or replacements for lost packages will be evaluated after the courier's investigation is completed.

Exchanges

We currently accept exchanges only when:

the wrong item was shipped,
the product arrived damaged,
or the item contains a verified manufacturing defect.

If you wish to purchase a different fragrance, we recommend placing a new order after your original return request has been processed and approved, if eligible.

Return Shipping Costs

If the return is due to:

our shipping error,
damaged products,
defective products,
or incorrect items,

The Auro Presence will cover reasonable return shipping costs where applicable.

If the return is requested for any other eligible reason, the customer is responsible for return shipping expenses.

Original shipping fees paid during checkout are generally non-refundable unless the return resulted from our error.

Refund Processing

Once we receive your returned item, our team will inspect it.

We will notify you by email whether your refund has been approved or denied.

If approved:

refunds will be issued to your original payment method,
processing begins within 10 business days, and
your financial institution may require additional time to post the refund.

If more than 15 business days have passed after your refund approval and you have not received your refund, please contact us at:

support.theauropresence@gmail.com

Order Cancellation

Orders may be cancelled only before they have been processed or shipped.

Once an order has been packed, fulfilled, or handed over to the courier, it can no longer be cancelled.

Please contact us immediately if you need to request a cancellation.

Fraud Prevention

To protect both our customers and our business, The Auro Presence reserves the right to:

request additional verification before approving a refund,
deny refund requests involving fraudulent activity,
refuse excessive or repeated return requests,
limit future purchases where abuse of this policy is suspected.

European Union Customers

If your order is shipped to a member state of the European Union, you have the right to cancel or return your order within 14 days of receiving it without providing a reason.

Returned products must remain unopened, unused, in their original condition, and include original packaging and proof of purchase.

This right does not affect statutory consumer rights applicable under local law.

Consumer Rights

Nothing in this Refund & Return Policy limits or excludes any rights that consumers may have under applicable consumer protection laws, including those provided under the laws of the Republic of the Philippines or other applicable jurisdictions.