At Auê Natural, we hope you love your order. If something is not right, please contact us at hello@auenatural.com and we will do our best to help.

If you change your mind about your purchase, you may cancel your order within 14 days of receiving it. To exercise this right, please email hello@auenatural.com within 14 days of delivery, including your order number.

Once you have notified us that you wish to cancel, you must return the item to us within 14 days of that notice.

To be eligible for a return, items must be: unused, unopened, in their original condition, returned with any original outer packaging where possible.

We will provide the return instructions and correct return address once your request has been received.

For hygiene and product safety reasons, we cannot accept returns of opened, used or unsealed personal care products, unless they are faulty, damaged, or not as described.

We also reserve the right to reduce any refund where an item has been handled more than reasonably necessary and its value has been diminished.

If you are returning an item because you have changed your mind, you are responsible for the cost of return postage. We recommend using a tracked service, as returned parcels remain your responsibility until they reach us.

If the item is faulty, damaged, or not as described, we will review the issue and arrange an appropriate remedy.

Once your return has been received and inspected, we will notify you if your refund has been approved.

If your cancellation is valid and the returned goods meet the conditions above, we will refund the price paid for the goods and, where applicable, the basic outbound delivery cost. Refunds will be processed within 14 days of receiving the returned goods, or evidence that they have been sent back.

Depending on your payment provider, it may take a few additional working days for the refund to appear in your account.

We do not currently guarantee direct exchanges through our website.

If you would like a different item, the simplest option is usually to return the original eligible product and place a new order separately. If your item is faulty or damaged, please contact us at hello@auenatural.com and we will review the best resolution on a case-by-case basis.

If your order arrives faulty, damaged, or incorrect, please email hello@auenatural.com as soon as possible with: your order number, your place of purchase, and a brief description of the issue and photo of the product, where possible.

Each case will be reviewed individually, and we will work to resolve the issue as promptly as possible.

If you would like to cancel an order before it has been dispatched, please email hello@auenatural.com as soon as possible.

Orders are processed daily, and while we will do our best to stop an order before dispatch, this cannot always be guaranteed. If your order has already been dispatched, you may still cancel it within 14 days of receiving it, in line with the policy above.

For all returns, cancellations and product issues, please contact:

Auê Natural
Email: hello@auenatural.com

We aim to respond to all queries as quickly as possible.