Return Policy

Hassle-Free Returns & Refunds Policy

At Aorella, customer satisfaction is our top priority. Although fewer than 3% of our customers return their orders, we offer a simple and hassle-free returns process.

Returns

If you decide to return your order, the item must be unused for hygiene reasons and in its original packaging. You have 30 days from the date of purchase to submit a return request.

To start the returns process, simply email our customer service team at info@aorella.com. We will then provide you with return instructions and the return address.

Return shipping costs will be deducted from the total refund amount.

A member of our customer service team will assist you throughout the process and let you know the estimated refund amount in advance. If you have any questions, our team is always happy to help.

Partial Refunds

If a returned product does not pass our quality inspection, you may only be eligible for a partial refund.

We do not cover the shipping costs for products that are not eligible for a refund or exchange.

Non-Refundable Situations

We do not offer refunds if the address provided when placing the order is incorrect or incomplete.

Aorella cannot be held responsible for lost parcels, failed deliveries or unforeseen shipping issues caused by incorrect customer information. Please ensure that all delivery details are accurate before completing your order.

Damaged, Faulty or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us within 24 hours of delivery at info@aorella.com. This will allow us to investigate and resolve the issue as quickly as possible.

To help us process your request more quickly, please provide:

  • Your order number
  • Clear photos or videos showing the issue
  • A brief description of the problem

Non-Refundable Items

We do not offer refunds for the following items:

  • Lifetime protection plans
  • Extended warranties
  • Gift cards
  • Charging cables
  • Clothing, caps or protective accessories
  • Shipping and handling charges

Return Address

Please send approved returns only to the address provided by our customer service team once your return request has been reviewed and approved.

After sending your parcel, please provide us with a valid tracking number. Your refund will be issued once our warehouse has confirmed receipt of the returned item in an acceptable condition.

Refund Processing

All refunds will be issued to the original payment method used for the purchase. Once your refund has been processed, you will receive a confirmation email.

Please note that banks and card providers may take approximately 3–5 working days for the refund to appear in your account.

For opened products, a 15% restocking and repackaging fee may be deducted from the refund amount.

If you have any questions, our customer service team is always happy to help.

Contact

BELVARIS LTD
Company Number: 17113501

167–169 Great Portland Street, Fifth Floor
London, England, W1W 5PF

In collaboration with

Lipisks Trading Limited

Office 701, Unit 127, 7th Floor, Tower B
New Mandarin Plaza, 14 Science Museum Road
Tsim Sha Tsui, Hong Kong

Company Number: 79922491

Customer Service:
Email: info@aorella.com
Telephone: +44 7537 174956

Opening Hours:
Monday to Friday | 08:00–20:00 GMT

We aim to respond within 10 hours.