💰RETURNS REFUND POLICY

🌟Returns & Refund Policy💎

At Aura Céleste®, we are committed to providing a seamless, secure, and worry-free shopping experience. Each product is designed to embody elegance, purity, and well-being. We want you to shop with confidence.

🔹 This policy complies with your legal rights under local laws (Australian Consumer Law, New Zealand Consumer Guarantees Act, and New Caledonia Consumer Law).

🗓️ 30-Day Return Policy

You have 30 days from the date of delivery to request a return.

📌Eligibility Conditions:

✔️ The item must be unworn, unused, with all its tags and in its original packaging.
✔️ Proof of purchase is required (invoice, confirmation email).

📍Return Address:

📍ASD SARL
1-Bis Rue de l'Yser, 98800 Nouméa - Nouvelle-Calédonie
📬 BP 2475 - 98874 Pont des Français
📧 Contact : shop.aura.c@gmail.com or Contact Form💬

Once your return is approved, we will send you a prepaid return label and the necessary instructions.

⚠️ Note: Items returned without prior request will not be accepted.⚠️

🚫 Non-Returnable Items

The following items cannot be returned:

🔸 Customized or made-to-order products.🌸

🔸 Personal care items (e.g., cosmetics).💄

🔸 Sale items and gift cards.🎁

🔸 Dangerous goods or flammable liquids.🔥

If you have any doubts about a specific item, please contact us!

🔄 Exchanges

Need an exchange? 🚀
The quickest way is to return the item and place a new order as soon as your return is approved.

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💰Refunds

✔️ Once your return is received and inspected, we will notify you of its approval.

✔️ Refunds are processed within 10 working days to your original payment method.

⚠️ Bank Delays: Some banks or credit card companies may take a few extra days to process the refund.

If you do not see the refund after 15 working days, please contact us 📧 shop.aura.c@gmail.com.

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🌟 ParcelPanel Protection : Worry-Free Delivery

To ensure your order arrives safely, we offer ParcelPanel Protection, an insurance that covers your package against loss, delays, damage, and theft.

What’s Covered:

-Loss: Full refund if your package is not delivered within 30 days (60 days for international orders).

Delays: Compensation de 5 $ (or equivalent in your currency) for packages delivered over 10 days late (30 days for international orders).

Damage: Refund up to the total purchase value for items damaged during transit.

Theft: Full refund if your package is stolen within 7 days of being marked as "delivered."

How It Works:

1- Add ParcelPanel Protection to your cart at checkout.

2- If an issue arises, file a claim via the claims portal in your confirmation email.

3- Receive a prepaid card refund within an average of 48 hours.

❓How much does ParcelPanel Protection cost?

-For orders under $100:\ast \ast$0.98 USD.

-$For\; orders\; over$100 USD : 1.5% to 5% of the cart total, based on risk factors.

Eco-Friendly Commitment:

Every ParcelPanel Protection purchase includes carbon offsetting to neutralize shipping emissions.

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🛡️ Filing a Claim with ParcelPanel Protection

• If your customers have purchased Worry-Free Delivery and experience problems such as loss, delay, damage or theft (porch hacking) with their order, they can file a claim for compensation by following these steps:

1️⃣Access the Resolution Center

📩 Via Email

• After purchasing the protection, customers receive an email with a "Report an Issue" button. Clicking it directs them to the Resolution Center with their details pre-filled.

🌍 Through the Tracking Page

• Customers can navigate to the ParcelPanel tracking page and select "Report an Issue".

🔗 Direct Website Access

• Visit the Resolution Center directly: 👉 resolve.seel.com/parcelpanel
• Enter your email or phone number and order number or cover ID.

Here are the steps :

Step 1: Go to the Seel Resolution Center

1.1 From the confirmation email received after purchasing Worry-Free Delivery, click the "Report an Issue" button.

1.2 You can also access the Resolution Center via the ParcelPanel order tracking page 

1.3 or directly on the website Seel Resolution Center, If the customer accesses the website directly, he will have to enter his information manually, including e-mail address / phone number + order number / cover ID, to log in.

2️⃣Submit Claim Details

✅ Select the Issue Type

• Examples: lost package, damaged item, delivery delay, theft, etc.

📸 Provide Supporting Information

• Upload tracking screenshots, photos of damaged items, or a police report in case of theft.

In this example, I choose “My package has been delivered, but I haven't received it” (Flight)

If you have any additional information that may help the examiner to better understand your case, please provide it here.

3️⃣ Choose the Compensation Method

💳 Select Preferred Payment Method

• Bank transfer, PayPal, etc.

✍️ Enter Required Payment Details

4️⃣Wait for Claim Review

⏳ Processing Time

• Seel’s team usually reviews claims within 48 hours.

📩 Claim Status Updates

• Customers will receive email updates and can track their claim through the Resolution Center.

5️⃣Receive Compensation

🎉 Once approved, compensation is sent via the chosen payment method.

 

Need help? Feel free to contact SEEL INC via email support@seel.com , Their world-class support team is active 24/7, is always happy to help 🌻

5️⃣Receive Compensation

🎉Once approved, compensation is sent via the chosen payment method.

For a visual walkthrough of this process, you can refer to the following video:

For more detailed information, please visit the ParcelPanel Help Center: docs.parcelpanel.com

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FAQ - ParcelPanel Protection

❓How much does ParcelPanel Protection cost?

-For orders under $100:$0.98 USD.

$-For\; orders\; over$100: 1.5% to 5% of the cart total.

❓ How do I file a claim?

-Access the claims portal via the confirmation email of your purchase.

-Fill out the form and receive a refund within 48 hours.

❓ Does the protection slow down my shopping experience?

-No, the widget loads in 300-400 ms and does not slow down your browsing.

❓ What if my package is damaged or stolen?

-File a claim via the claims portal. We will refund you quickly via a prepaid card.