Refund Policy

Eligibility

• Items must be purchased directly from Suzanette Aura Gallery.
• Requests should be made within 7 days of delivery for damage, incorrect items, or missing components.
• Products must be unopened and unused unless the concern is about damage or wrong item received.
• Sale or clearance items may be final and not eligible unless damaged on arrival.

What to do if there’s an issue

1. Contact us within 7 days of delivery with your order details.
2. Provide clear photos of the item, packaging, and any visible issue.
3. Wait for our confirmation and instructions. We may arrange inspection or pickup where applicable.

We review each case promptly and let you know the options available, which may include a replacement, store credit, or refund depending on stock and findings.

Refund method & timeline

• Approved refunds follow the original payment route where possible (GCash, bank, or card processor).
• Processing times depend on the payment provider; bank and card reversals may take several business days.
• We will notify you once the refund is initiated.

Non-refundable scenarios

• Change of mind after delivery when items are opened or used.
• Requests made beyond the stated window without proof of issue.
• Damage caused by misuse or storage outside recommended conditions.

Exchanges and replacements

If stock is available, we can arrange a replacement for eligible cases. If the item is unavailable, we may offer an alternative solution or a refund according to your preference and eligibility.

Contact and follow-up

Stay reachable after submitting your concern so we can finalize the resolution quickly. If you receive instructions for return or verification, please complete them promptly to avoid delays.

Effective date: January 2025