Last updated: 2 September 2026
At AURMACY, we aim to provide clear, fair and transparent information about returns, refunds, replacements and cancellations.
AURMACY is operated by Manifexis Group Limited.
Nothing in this policy is intended to exclude, restrict or modify any rights or remedies that cannot legally be excluded under applicable consumer law, including rights that may apply to Australian customers under the Australian Consumer Law.
Change-of-Mind Returns
Because many AURMACY products are health, wellness, beauty, skincare, supplement or personal-care products, we generally do not accept change-of-mind returns once an order has been dispatched where accepting the return would create hygiene, safety or product-integrity concerns.
This may include situations where a customer:
- No longer wants or needs the product
- Ordered the incorrect item or quantity
- Found the product at a different price elsewhere
- Refuses or fails to accept delivery without a product fault
- Has opened, used, altered or damaged the product or packaging
Please review the product description, ingredients, directions, quantity, price and order details carefully before completing your purchase.
This change-of-mind restriction does not affect any rights you may have where a product is faulty, damaged, incorrectly supplied, materially misdescribed or otherwise covered by mandatory consumer protections.
Faulty, Damaged, Incorrect or Misdescribed Products
Please contact us if your order:
- Arrives damaged
- Contains an incorrect item
- Has a manufacturing defect
- Is unsafe or unsuitable for its ordinary intended purpose
- Is materially different from the product description
- Is missing an item shown on your order confirmation
Contact support@aurmacy.com as soon as reasonably possible after discovering the issue.
To help us assess the matter efficiently, please provide:
- Your full name
- Your order number
- A clear description of the issue
- Clear photographs or video of the product, packaging and shipping label where relevant
- Any batch number or expiry information shown on the product, where applicable
We may ask you to retain the product and packaging while the case is reviewed.
After reviewing the information, we will provide an appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include a replacement, refund or another suitable resolution.
Contacting us promptly can help us investigate shipping damage more effectively, but any requested reporting timeframe does not limit rights that cannot legally be excluded.
Australian Consumer Guarantees
For Australian customers, our goods come with guarantees that cannot be excluded under the Australian Consumer Law where that law applies.
Where a product has a major failure, a customer may be entitled to reject the product and choose a refund or replacement in accordance with applicable law.
Where an issue is minor and can be remedied within a reasonable time, AURMACY may provide an appropriate remedy as permitted by law.
Consumer guarantees do not generally apply where a customer:
- Simply changes their mind
- Misuses the product
- Damages the product after delivery
- Ignores provided instructions or warnings
- Was informed of a specific defect before purchasing
Returns Authorization
Please do not return a product without first contacting our customer support team.
Where a return is required, we will provide the relevant return instructions and, where applicable, the authorised return address.
The return address may differ from the registered business address of Manifexis Group Limited because AURMACY works with international fulfilment partners.
Products sent to an unauthorised address may not be received or identifiable and may delay resolution of your request.
Where a product is confirmed to be faulty, damaged, incorrect or otherwise covered by applicable consumer protections, AURMACY will cover reasonable return shipping costs where required by law.
Refused and Unclaimed Deliveries
Refusing a delivery or failing to collect a parcel does not automatically constitute an approved cancellation or authorised return.
Carriers may return, hold, abandon or dispose of unclaimed or refused parcels according to their own procedures. Additional shipping, storage or return charges may also apply.
Where a refused or unclaimed parcel is successfully returned to an authorised facility in identifiable condition, we will assess the order after it has been received and processed.
Where permitted by law, a refund arising solely from a change-of-mind refusal may exclude reasonable costs such as:
- Original shipping costs
- Return shipping charges
- Carrier fees
- Customs duties or import charges
- Other reasonable costs directly caused by the refusal
No deduction will be made where prohibited by law or where the return results from a fault, incorrect delivery or another issue covered by mandatory consumer protections.
Incorrect or Incomplete Delivery Address
Customers are responsible for entering a complete and accurate delivery address during checkout.
Please contact us immediately if you notice an address error. We will try to assist, but we cannot guarantee that an address can be changed after an order has entered fulfilment or been transferred to a carrier.
If an order is returned because the supplied address was incorrect, incomplete or inaccessible, additional shipping charges may apply before the order can be sent again.
This does not affect your rights where AURMACY or one of its service providers caused the addressing or delivery error.
Order Cancellations
Cancellation requests should be submitted to support@aurmacy.com as soon as possible after placing an order.
An order can only be cancelled if fulfilment has not progressed to a stage where the shipment can no longer reasonably be stopped.
Once an order has been processed, packed, assigned for dispatch or transferred to a carrier, we may be unable to stop the shipment.
Submitting a cancellation request does not confirm that the order has been cancelled. A cancellation is confirmed only when you receive written confirmation from AURMACY.
Lost or Undelivered Orders
Contact us if tracking shows no meaningful update for an unusual period or if the order has not arrived within the estimated delivery timeframe.
We may need to open an investigation with the carrier or fulfilment provider before providing a resolution.
Customers may be asked to confirm their delivery address and cooperate with reasonable carrier enquiries.
Where an order is confirmed as lost in transit, we will provide an appropriate resolution in accordance with applicable law and the circumstances of the order.
Refund Processing
Approved refunds are issued to the original payment method where reasonably possible.
After a refund has been processed by AURMACY, the time required for the amount to appear depends on the payment provider, bank or card issuer.
Shipping costs may be non-refundable in an approved change-of-mind situation where permitted by law and where the applicable terms were clearly disclosed before purchase.
Where a refund is required because of a faulty, damaged, incorrect or materially misdescribed product, applicable shipping costs will be handled in accordance with applicable consumer law.
Payment Provider Enquiries and Disputes
We encourage customers to contact support@aurmacy.com first so that we have an opportunity to investigate and resolve an order issue directly.
Using a payment provider does not remove or reduce any rights available under applicable law and may provide separate dispute rights under that provider's own terms.
AURMACY will cooperate with legitimate payment-provider enquiries and may provide relevant order information, customer communications, fulfilment records, tracking information and proof of delivery where appropriate and lawful.
Contact Us
Questions or requests relating to an order can be submitted to:
Business name: AURMACY
Operated by: Manifexis Group Limited
Email: support@aurmacy.com
Registered Address:
Unit 2904-05, 29/F, Universal Trade Centre
3 Arbuthnot Road
Central, Hong Kong
Please include your order number in all order-related correspondence.
We aim to respond within 1–2 business days. Response times may be longer during weekends, public holidays or unusually busy periods.