At Jorelvia, we are committed to offering quality clothing and a dependable shopping experience. If an item does not meet your expectations, we aim to provide a straightforward and transparent return process.
Eligible online purchases may be returned within 30 days of delivery.
All enquiries and correspondence concerning returns, refunds, and exchanges are handled by email.
1. Return Eligibility
What conditions must my items meet to qualify for a return?
To qualify for a return under our standard return policy, clothing must meet the following requirements:
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The item has not been washed.
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The item has not been worn, except for reasonable inspection or trying on.
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All original product tags remain attached.
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Valid proof of purchase or payment is provided.
Returned items should be packaged securely to reduce the risk of damage during transportation.
These conditions apply to voluntary returns and do not limit any rights or remedies that customers may have for defective or incorrectly supplied products under applicable law.
2. Return Shipping Costs
Who pays for return shipping?
Responsibility for return postage depends on the reason for returning the product.
Returns Based on Customer Preference
If you request a return because of sizing, colour preference, or a change of mind, you will generally be responsible for the return shipping cost.
The amount will depend on the courier and delivery service you select.
Where applicable, product pages will disclose that customers are responsible for return shipping expenses associated with personal-preference returns.
Damaged, Defective, or Incorrect Products
If an item arrives damaged, defective, or different from what was ordered because of an error attributable to us, Jorelvia will cover the reasonable return shipping cost.
Customers will not be required to pay the necessary return postage when returning eligible products due to our mistake.
Return Shipping Costs Not Disclosed Before Purchase
If the customer's responsibility for return postage was not clearly disclosed before the purchase, Jorelvia will cover the applicable standard return shipping expense.
Optional Express Delivery Charges
If you voluntarily select a higher-priced delivery service at checkout, any additional fee for that service is generally non-refundable when you return a product for personal reasons.
Any delivery refund required by applicable law will still be provided.
3. Damaged or Incorrect Items
What should I do if my order arrives damaged or contains the wrong product?
If you receive a damaged, defective, or incorrectly supplied item, please contact our customer support team by email.
When the issue results from our error, we will arrange an appropriate remedy at no additional cost to you.
Depending on the circumstances, this may include a repair, replacement, or refund, consistent with applicable consumer protection requirements.
Jorelvia will also cover reasonable return shipping charges associated with eligible faulty or incorrect items.
Please provide your order details and a description of the issue to help us review your request.
4. How to Request a Return or Refund
We aim to make the return process clear and convenient. After receiving your enquiry, our customer support team will provide the relevant instructions by email as promptly as reasonably possible.
Step 1: Submit Your Return Request
You may initiate a return through the "My Account" or "Order Status" section of our Website, where these features are available:
Alternatively, you may submit your request directly by emailing:
Please include your order number, the item you wish to return, and the reason for the request.
Step 2: Receive a Return Label and Instructions
After reviewing your request, we will send the relevant return instructions by email.
These may include a return shipping label, the correct return destination, and clear packaging guidance.
Whether a complimentary return label is provided depends on the shipping-cost responsibilities explained in this Policy.
Step 3: Pack and Ship Your Return
Please package your item carefully and follow the instructions provided.
Where available, you can monitor the parcel using the "Track your return" link included in your return confirmation email.
Alternatively, you can track the shipment using the tracking number on the return label through the courier's website.
We recommend retaining your shipping receipt and tracking information until the return is completed.
Step 4: Return Inspection and Processing
Once your returned package reaches our designated returns facility, please allow approximately 1–2 business days for inspection and processing.
Additional time may occasionally be necessary during public holidays or periods of unusually high order volume.
Step 5: Refund Processing
After your return has been approved and the refund has been issued, the amount will generally appear in your original payment account within 5–7 business days, depending on the processing time of your financial institution.
If an applicable law requires a different refund period, we will comply with that requirement.
Step 6: Refund Confirmation
We will notify you by email when your return has been processed and the refund has been issued.
If you have questions about the status of your return or refund, please contact our customer support team.
5. Possible Refund Deductions
Can a deduction be made if an item is damaged during return shipping?
Customers should take reasonable care when packing and returning products.
If an item is damaged during return transportation and the resulting loss is attributable to the customer, Jorelvia may assess a reasonable deduction from the refund under its voluntary return policy.
Assessment of Return Shipping Damage
Depending on the severity of the damage, a proposed deduction may range from 30% to 70% of the item's refund value.
This percentage range is not an automatic charge or fixed penalty. Any deduction must be reasonably related to the actual reduction in value, supported by appropriate evidence, and permitted by applicable law.
Before issuing a refund with a deduction, we will provide photographs of the damage and an explanation of the proposed amount by email.
No deduction will be applied where the damage is attributable to us or where doing so would interfere with applicable legal rights.
6. Order Cancellation Within 60 Minutes
Can I cancel an order shortly after placing it?
You may request an order cancellation within 60 minutes of submitting your purchase, during our regular customer service hours.
Please email our support team as soon as possible with your order details.
We will review the status of your order and confirm whether the cancellation can still be completed.
What happens if my order has already shipped?
If your order has already been dispatched or is in transit, cancellation through our standard procedure may no longer be possible.
In that situation, you may request a return after receiving the order, subject to the return conditions and any applicable legal rights.
7. How to Cancel Your Order
How do I submit a cancellation request?
Please contact our customer support team by email and provide your order number together with the details of the purchase you would like to cancel.
Email: aria@auroracognitive.shop
We will review your request and confirm the outcome by email.
We recommend contacting us promptly because orders may begin processing shortly after they are placed.
8. If Your Order Cannot Be Cancelled
What are my options if my cancellation request is unsuccessful?
If your order cannot be cancelled because it has already been dispatched, you may request a return after delivery.
Online purchases may be returned within 30 days of the delivery date, provided the products satisfy the applicable return requirements.
Our standard return conditions apply to voluntary returns, without restricting statutory remedies.
9. Exchanges
Can I exchange a product for another size, colour, or style?
If you would like a different item, you may return your original purchase within the applicable 30-day period and place a new order for the product you prefer.
A complimentary return label will be provided where you qualify for free return shipping under this Policy.
When a return is requested solely because of customer preference, you may remain responsible for return postage if that responsibility was properly disclosed before purchase.
For defective or incorrectly supplied items, we will provide appropriate remedies as required by applicable law.
10. Returns Without Prior Authorisation
Can I send back an item without contacting customer support?
Please request return instructions before sending any merchandise back to us.
Obtaining instructions allows our team to verify the purchase, identify the correct returns facility, and explain the appropriate shipping procedure.
Returns shipped without prior authorisation may be delayed or declined under our voluntary return programme.
However, a lack of prior authorisation does not automatically remove any remedies available for defective, damaged, or incorrectly described goods under applicable law.
11. Contact Us
If you need assistance with a return, refund, exchange, damaged product, or cancellation request, please contact our customer support team by email.
Email: aria@auroracognitive.shop
We aim to respond to enquiries as promptly as reasonably possible.
12. Applicable Law
This Returns and Refunds Policy is interpreted in accordance with applicable United States federal law and the laws of the State of Arkansas, to the extent those laws govern the relevant transaction.
Mandatory consumer protections under other applicable jurisdictions will also be respected.
Nothing in this Policy excludes or restricts legal rights or remedies that cannot lawfully be limited.