Return & Refund Policy
Last Updated: June 14, 2026
This policy covers returns, refunds, exchanges, replacements, and order cancellations before shipment.
At AURIV LAB, we want you to feel confident when shopping with us. Because our products are intimate wellness products, returns, exchanges, and refunds must be handled carefully for hygiene, safety, and legal compliance reasons.
This Return & Refund Policy explains when returns, refunds, replacements, exchanges, and order cancellations may be accepted for purchases made through aurivlab.shop.
Throughout this Policy, “AURIV LAB,” “we,” “us,” and “our” refer to Foshan Laibu Trading Co., Ltd. “You” and “your” refer to any customer or recipient of an order.
By placing an order on our Site, you agree to the terms described in this Policy.
1. Adult Products and Hygiene Notice
AURIV LAB sells intimate wellness products intended for adults only.
Due to the personal and intimate nature of these products, we cannot accept returns or exchanges for any item that has been opened, used, tested, washed, altered, damaged, or removed from its original sealed packaging, unless the item is confirmed to be defective, damaged upon arrival, or incorrect.
This policy is designed to protect the health, safety, and privacy of all customers.
2. Return Eligibility
You may request a return within 7 days of delivery if the product is:
- purchased directly from aurivlab.shop;
- unopened and unused;
- in its original sealed packaging;
- in resellable condition;
- complete with all original accessories, manuals, charging cables, storage bags, gifts, and packaging materials;
- not marked as final sale or non-returnable.
To request a return, please contact us at contacts@aurivlab.com with your order number and the reason for your return request.
Returns sent back without prior approval may not be accepted.
3. Non-Returnable Items
For hygiene, safety, and compliance reasons, we do not accept returns or exchanges for:
- opened intimate wellness products;
- used or tested products;
- products removed from their original sealed packaging;
- products that have been washed, cleaned, altered, or damaged after delivery;
- products with missing accessories, parts, manuals, charging cables, storage bags, gifts, or original packaging;
- products showing signs of wear, odor, residue, damage, misuse, or improper storage;
- final sale items;
- gift cards, digital products, or promotional items where applicable;
- free gifts or samples;
- products not purchased directly from aurivlab.shop.
If a returned item does not meet our return conditions, we may refuse the return and may not issue a refund.
4. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at contacts@aurivlab.com.
Please include:
- your order number;
- a clear description of the issue;
- photos or videos showing the product, packaging, shipping label, and the issue;
- any other information that may help us review your request.
After reviewing your request, we may offer one or more of the following solutions, depending on the situation:
- replacement;
- exchange for the correct item;
- refund;
- store credit;
- troubleshooting support;
- another reasonable solution at our discretion.
Please do not throw away the product, packaging, shipping label, or accessories before contacting us. We may need them to verify the issue.
5. Exchanges
We generally do not offer exchanges for intimate wellness products unless the item is defective, damaged upon arrival, or incorrect.
If you ordered the wrong item, color, or quantity, please contact us as soon as possible. If the order has not yet been processed or shipped, we may be able to assist with a change or cancellation. Once an order has entered processing, packing, or shipment, changes may no longer be possible.
6. Refunds
Once we receive and inspect an approved return, we will notify you whether your refund has been approved.
If approved, refunds will generally be issued to the original payment method used for the order.
Please note:
- original shipping fees are generally non-refundable;
- return shipping costs may be deducted from your refund unless the return is due to our error or a confirmed defective item;
- customs duties, import taxes, brokerage fees, clearance fees, and carrier charges are non-refundable;
- promotional discounts, free gifts, and bundle pricing may affect the final refund amount;
- refunds may take several business days to appear in your account depending on your payment provider, bank, or card issuer.
We are not responsible for delays caused by payment processors, banks, card networks, or other financial institutions.
7. Return Shipping Costs
Unless the return is caused by our error, an incorrect item, or a confirmed defective or damaged item, customers are responsible for return shipping costs.
We recommend using a trackable shipping method. AURIV LAB is not responsible for returned packages that are lost, delayed, damaged, misdelivered, or not received by us.
If a return label is provided by us, the cost of return shipping may be deducted from your refund unless otherwise stated.
8. Order Cancellations Before Shipment
If you need to cancel an order, please contact us as soon as possible at contacts@aurivlab.com with your order number.
We may be able to cancel your order if it has not yet entered processing, packing, fulfillment, or shipment.
Once an order has been processed, packed, handed to the carrier, or shipped, we may no longer be able to cancel it. In that case, the order will be handled according to this Return & Refund Policy after delivery.
A cancellation is not guaranteed until confirmed by us.
9. Address Errors and Failed Delivery
You are responsible for providing a complete and accurate shipping address at checkout.
If an order is delayed, lost, returned, or undeliverable due to an incorrect address, incomplete address, refusal, failed delivery attempt, unpaid customs fees, or unclaimed package, we may be unable to issue a full refund.
If the package is returned to us, we may offer reshipment at your expense or issue an eligible refund after deducting original shipping fees, return shipping fees, customs-related charges, carrier fees, and other non-recoverable costs.
If the package is abandoned, seized, destroyed, or not returned to us, we may be unable to issue a refund.
10. Customs, Duties, and Import Issues
For international orders, customers are responsible for ensuring that ordered products can be legally imported, received, and used in their country or region.
AURIV LAB is not responsible for orders delayed, rejected, returned, seized, destroyed, or restricted by customs authorities or local laws.
Customs duties, VAT, import taxes, brokerage fees, clearance charges, and other government or carrier-imposed fees are the customer’s responsibility unless otherwise stated at checkout.
Orders returned, refused, abandoned, seized, or destroyed due to unpaid customs fees, import restrictions, or local regulations may not be eligible for a refund.
11. Final Sale Items
Certain products may be marked as final sale, non-returnable, or excluded from returns.
Final sale items may include, but are not limited to:
- opened or used intimate wellness products;
- discounted clearance items;
- gift cards;
- free gifts;
- samples;
- hygiene-sensitive products;
- products specifically marked as final sale on the product page, checkout page, or promotional terms.
Final sale items are not eligible for return, exchange, or refund unless required by law or unless the item is confirmed to be defective, damaged upon arrival, or incorrect.
12. Gifts and Promotional Items
If your order included a free gift, sample, bundle discount, or promotional item, the value of that item may be deducted from your refund if the full qualifying order is not returned or if the promotional condition is no longer met.
Free gifts and samples are generally not eligible for return, exchange, or cash refund.
13. Purchases from Other Retailers
This Policy applies only to purchases made directly through aurivlab.shop.
If you purchased an AURIV LAB product from another retailer, marketplace, distributor, or third-party platform, please contact the original place of purchase for return, refund, exchange, or warranty assistance.
We may not be able to process returns or refunds for products purchased outside of our Site.
14. Abuse of Return Policy
We reserve the right to refuse returns, refunds, exchanges, replacements, or future orders if we believe there is fraud, abuse, excessive returns, misuse of products, false claims, chargeback abuse, or violation of our policies.
We may also refuse any return that does not meet the conditions described in this Policy.
15. Legal Rights
Nothing in this Policy is intended to limit any rights you may have under applicable consumer protection laws.
If local laws provide additional rights that apply to your purchase, we will handle your request in accordance with those laws.
16. Contact Us
If you have questions about returns, refunds, replacements, exchanges, or cancellations, please contact us before sending anything back.
AURIV LAB
Email: contacts@aurivlab.com
Legal Entity: Foshan Laibu Trading Co., Ltd.
Business Address: Available upon request where required by law.