Returns, Cancellations, and Exchanges
Last updated: 28/03/2026
At Aura Maya, we want your shopping experience to be excellent. If for any reason you wish to make an exchange or return, you may do so in accordance with the conditions described below, in compliance with European e-commerce regulations (Directive 2011/83/EU) and applicable Spanish legislation.
1. Right of withdrawal
By law, all customers have a period of 14 calendar days from receipt of the order to withdraw from the purchase without needing to justify the reason.
Aura Maya commercially extends this period to 30 calendar days from receipt of the order.
To exercise this right, you must first contact our customer service team before sending the return, in order to receive the corresponding instructions.
Once the return is authorized, the product must be sent within the period indicated by Aura Maya.
2. Return procedure
To request a return or exchange, the customer must write to:
indicating:
- order number
- product(s) to return or exchange
- reason (optional, except for incidents)
Once the request is received, Aura Maya will provide the instructions and the corresponding shipping address.
Returns must be sent according to the instructions provided by Aura Maya and within the authorized period.
Returns sent without prior authorization will not be accepted.
3. Product condition requirements
Items must be returned:
- in original condition
- without signs of use
- with their original packaging
- with all accessories included
The customer will be responsible for shipping the product until its receipt by Aura Maya.
Aura Maya may reject returns that do not meet these conditions or, if applicable, apply a proportional reduction of the amount to be refunded in accordance with applicable regulations.
4. Exception for hygiene reasons (earrings)
For hygiene reasons, earrings can only be returned if the hygiene seal remains intact.
If the seal has been removed or tampered with, no return or refund will be accepted.
5. Return costs
In case of withdrawal or change of mind:
return costs will be borne by the customer.
In case of:
- defective product
- damaged product
- incorrect product
Aura Maya will bear the return costs and manage the replacement or refund at no additional cost.
Aura Maya may request images or other reasonable information to verify the incident before authorizing the return.
6. Exchanges (size or product)
Aura Maya offers size or product exchanges at no additional cost in countries where the logistics service allows it.
In other destinations, the transportation costs associated with the exchange may be borne by the customer. This information will be confirmed by the customer service team before processing the exchange.
7. Promotional products
Products purchased on promotion or with a discount may also be returned within the indicated deadlines, provided they meet the conditions established in this policy.
8. Refunds
Once the returned product has been received and its condition verified, Aura Maya will confirm by email the approval or rejection of the refund.
If the refund is approved:
it will be made using the same payment method used in the purchase within an estimated period of 5 to 10 business days from confirmation.
Original shipping costs will not be refunded except in case of:
- defective product
- incorrect product
- error attributable to Aura Maya
9. Refusal of shipments or inability to deliver
In the event that an order is rejected by the recipient or cannot be delivered due to reasons attributable to the customer, Aura Maya may deduct the logistical costs derived from the shipment and return of the order from the refund.
10. International customers
Aura Maya conducts international sales.
In certain countries, local consumer protection regulations may apply and will be respected to the legally required extent.
11. Policy modification
Aura Maya reserves the right to modify this policy at any time.
Changes will not affect orders placed prior to the update date indicated in this document.