We want you to love your purchase. However, if something isn't quite right, we are here to help. Our policy is designed to be fair and transparent, ensuring you can shop at Joenelis Aura House with confidence.

Returns Eligibility

To be eligible for a return or exchange, please ensure your item meets the following conditions:

• The item must be unused and in the same condition that you received it.
• It must be in the original packaging with all tags intact.
• The request must be initiated within 7 days of delivery or purchase.
• Proof of purchase (order confirmation or receipt) is required.

Non-Returnable Items

For health and hygiene reasons, certain items cannot be returned unless they are defective upon arrival. These include:

• Used bedding or textiles that have been washed.
• Custom-made or personalized orders.
• Items marked as "Final Sale" or "Clearance."

The Return Process

1. 1
   Contact Us: Reach out to our team at +63 965 627 7585 or visit our store. Please provide your order details and photos of the item if there is a defect.
2. 2
   Evaluation: We will review your request. If approved, we will provide instructions on how to return the item.
3. 3
   Inspection & Refund: Once we receive the item, we will inspect it. If the return is approved, we will initiate a refund to your original method of payment or provide store credit, depending on your preference.

Damaged or Incorrect Items

If you receive a defective or incorrect item, please notify us immediately (within 24 hours of delivery). We will arrange for a replacement or a full refund at no additional cost to you, including delivery fees.

Note: For standard returns (change of mind), the customer is responsible for the return shipping costs or for bringing the item to our physical location in Pasig City.