Terms and Conditions

2.1 AuraMaye is a Dutch company.

2.2 Our company details are as follows:

AuraMaye B.V.
Registered office: Europalaan 40, 3526 KS Utrecht, Nederland, The Netherlands
Telephone number: +31 (0)6 22 34 50 79
Email address: [email protected]
Registered with the Dutch Chamber of Commerce under number: 94264805
VAT identification number: NL866699867B01

2.3 You can contact us by telephone or email. You may also use the contact form on this website.

2.4 If we need to contact you, we will do so by telephone or in writing via the email address or postal address you provided when placing your order.

3.1 On our website, you can purchase our products. The online purchase of our products and the use of our website are intended for consumers only. Under no circumstances are we obliged to accept orders from businesses, legal entities or organisations. We reserve the right to refuse orders intended for the resale of products by unauthorised distributors and/or distribution channels (including drop shipping).

3.2 Our website provides information about our products. We strive to ensure that all information on the website is complete and accurate. However, please note that inaccuracies may still occur at the time you place your order. Subject to applicable law, we accept no liability for such inaccuracies.

3.3 We reserve the right to amend, add to, or remove information on our website at any time without prior notice.

3.4 When you place an order with us, you agree to these Terms and Conditions as well as the rules governing fair use of our website. If we detect suspicious activity on our website, such as irregularities in orders, fraudulent transactions, misuse of promotions, or breaches of customer account terms, we reserve the right to investigate and act. This may include, but is not limited to, blocking (bank) accounts and/or payments, temporarily or permanently, or cancelling orders. Any actions taken, and the timing of such actions, are at our sole discretion. See also Clause 10.

3.5 All intellectual property on this website, including but not limited to visual materials, brand names, product descriptions and other content displayed on this website, is owned by us or, where applicable, our licensors. It is prohibited to publish, copy, use or reproduce any content from this website, in whole or in part, in any form whatsoever, without our express written permission. However, you may copy information necessary for your own personal use during your use of the website, such as information required for placing your order.

4.1 The images of the products on our website are for illustrative purposes only. While we have made every effort to display colours accurately, we cannot guarantee that the colours of the products will be represented completely faithfully. The product you receive from us may differ slightly from these images. The packaging of the product may also differ from the packaging shown in images on our website.

4.2 Our products can be considered safe for consumers. They are tested in accordance with applicable legislation, including for potential allergic reactions and SPF30 protection. However, individual skin reactions cannot be fully excluded; AuraMaye cannot be held liable for this. We provide a clear INCI list on the packaging of our products and on the product pages of our website so that consumers can check for potential allergens or sensitivities themselves.

4.3 The above does not affect your statutory rights in relation to defective or misdescribed products.

4.4 If you have any questions or complaints about a product, please contact us. You can reach us using the telephone number and email address provided in Article 2, or by completing and submitting the contact form.

4.5 We are legally obliged to supply products that are in conformity with your order. Nothing in these terms affects your statutory rights.

5.1 On our website, you can order products by selecting them and adding them to your shopping basket. You can review the contents of your basket before proceeding with your order. You may make changes to your order in your basket if necessary. Products in your basket are only reserved once the order process has been fully completed. If everything in your order is correct, please enter your details and check them carefully before confirming your order.

5.2 After confirmation, you will select a delivery method. Delivery charges are displayed on our website. You will then be directed to the payment process, where you can choose and complete payment using your preferred method. Once your payment has been processed, we will confirm your order by email.

5.3 Acceptance of your order takes place when we send you a confirmation email. Your order becomes final once we accept it and confirm dispatch. At that point, a contract is formed between you and us.

5.4 There may be circumstances that affect the acceptance of orders. Subject to applicable law, we always reserve the right to refuse orders and/or decline delivery at our sole discretion. Reasons may include, for example, the product being out of stock, unexpected limits on our resources which we could not reasonably have foreseen, a credit reference for you not meeting our minimum requirements, identification of an error in the price or product description, our inability to meet a specified delivery timeframe, or other reasons.

5.5 If we are unable to accept your order, we will inform you by email and will not charge you for the product.

5.6 All orders are subject to product availability and delivery. If items are out of stock, we reserve the right to inform you about alternative or similar items available on our website. If you do not wish to purchase these, we will refund any payments already made for the unavailable items. If an order can no longer be fulfilled due to circumstances beyond our control (force majeure), such as errors in availability and/or delivery, we will notify you within a maximum of 14 days from the date of your order and may terminate the contract. We will refund any amounts you have paid in advance for products that can no longer be supplied to you.

5.7 After completion of an order or delivery, we may send you one or more reminder emails requesting that you provide a review of the product, service and/or your experience with AuraMaye. Reminder emails will only be sent within a period of up to 5 days after delivery or completion of the service. The number of reminder emails will not exceed one per order. These emails are sent based on AuraMaye’s legitimate interest in improving its services. Only the necessary personal data will be used for this purpose, such as your name, email address and order details. You may unsubscribe from receiving reminder emails at any time via the unsubscribe link in the email or by contacting [email protected].

6.1 The price of the product (including VAT) is the price stated on the order pages at the time you place your order. We take all reasonable care to ensure that the price of the product is correct. However, it is possible that, despite our efforts, the price of a product on our website may be incorrect. The prices shown in your shopping basket are the amounts payable. Subject to applicable law, we are not liable for or bound by prices that are clearly incorrect or erroneous.

6.2 If we accept and process your order where a pricing error is obvious and unmistakable and could reasonably have been recognised by you as an incorrect price, we may either:

• charge you the corrected price for the items; or
• if you do not agree to the corrected price, terminate the contract, refund any amounts you have paid and require the return of any goods supplied to you.

6.3 We accept the following payment methods: iDEAL | Wero, PayPal, Visa credit card, Mastercard or American Express. Your credit card will be charged after your order has been confirmed.
6.4 Promotional codes and discounts cannot be combined. Each promotion has a specific code or discount and is not intended to be used in conjunction with other promotions.

7.1 When placing an order, you will be asked to provide a delivery address. If you provide a delivery address in the Netherlands, Belgium and/or Luxembourg, we will hand your parcel over to PostNL for shipment. PostNL will send you an email with your tracking number. You can track your order via the link in the email and choose from various delivery options. The average delivery time for a PostNL parcel is 1 to 2 working days. For orders placed at weekends and during peak sales periods and public holidays, delivery times may vary and delays may occur. Such delays may extend up to an additional 5 working days, with a guideline maximum of 8 working days.

7.2 We cannot be held liable for any delays in the delivery of your parcel caused by the carrier.

7.3 We do not currently deliver to locations outside the Benelux.

7.4 We do not deliver to PO box addresses.

7.5 It is not possible to collect your order from us.

7.6 For standard delivery of small parcels (maximum 3 kg) within the Netherlands, Belgium and Luxembourg, we charge a fixed rate. If your parcel weighs more than 3 kg, we will charge the actual shipping costs. The applicable shipping costs will be shown at checkout.

7.7 Some countries may impose import duties, taxes and other additional charges. These are not included in the price of our products or in the shipping and handling costs, nor are they charged by us. These country-specific charges are the responsibility of the buyer and are invoiced by the customs authorities of the destination country.

7.8 If you entered an incorrect delivery address when placing your order, or if the parcel could not be delivered to you for any other reason, it will be returned to us. Upon receipt of the parcel, we will attempt to contact you. The cost of the return shipment and the cost of resending the parcel will be at your expense.

7.9 If your parcel has gone missing, please contact us so that we can initiate an investigation with the carrier. We will resend your order.

7.10 If the contents of your parcel are damaged, please send an email within 7 days to [email protected], including photos of the damaged product(s) and packaging. We will assess the damage and, based on this, either credit or replace the item.

7.11 If you have received the wrong item, please send an email within 7 days to [email protected], including photos of the incorrectly delivered product(s) and packaging, along with your order number, the item you ordered, the incorrect item you received, and whether you wish to keep or return the incorrect item. If you choose to keep the incorrect item, we will still send you the item you originally ordered along with a payment link. You will not be charged for shipping the replacement. If you choose to return the incorrect item, you will not have to pay the return shipping costs.

8.1 If you wish to cancel your order and therefore terminate your contract with us, your rights will depend on what you have purchased, whether there is a fault, how we are performing, and when you decide to end the contract. The cancellation and/or termination rights described in this Clause 8 do not affect or limit any statutory rights you may have under applicable mandatory law.

8.2 If what you have purchased is faulty or misdescribed, you may have a legal right to terminate the contract (or to have the product repaired or replaced, to have a service re-performed, or to receive a full or partial refund).

8.3 You may terminate the contract in situations where we inform you that we are unable to fulfil what we have said we would do, such as:

a) we have informed you of an upcoming change to the product or to these terms which you do not agree with;

b) we have informed you of an error in the price or description of the product you have ordered, and you do not wish to proceed;

c) there is a risk that delivery of the products may be significantly delayed due to events beyond our control;

d) d) we have informed you of a suspension of the supply of products for technical reasons, in any case for a period exceeding 14 days.

8.4 If you terminate a contract for a reason set out in Clause 8.3 (a) to (d), the contract will end immediately, and we will provide you with a full refund for any products that have not been supplied.

8.5 Have you changed your mind about your purchase? You may exercise your statutory right to cancel (the so-called right of withdrawal). You can do so by returning the products in your order to us via PostNL, without giving any reason, within a maximum of 14 days after receiving them. Your return must comply with the conditions set out in Clause 9.

9.1 Have you changed your mind? You may return your unused, unopened items within 14 days, starting from the date on which you received the products. The return must meet the following conditions:

a) Items must be unopened (sealed), undamaged and in their original packaging when they are returned to us.

b) You may not return items that have been used or opened.

c) For products that are damaged or show signs of use, we reserve the right to refuse the return or to deduct any damage from the refund.

d) Did you receive a gift with your order? Please return it as well. In the case of a partial return, the gift must also be returned if the minimum purchase value required to receive the gift is no longer met. If you wish to keep the gift, we will deduct its value from your refund.

9.2 In accordance with Clause 9.1, it is not possible to return items where the sealed packaging has been opened or where the items have been used and/or worn, meaning we can no longer resell them. It is also not possible to return personalised products that have been made to your specifications and produced based on your individual choices or decisions, or which are otherwise clearly intended specifically for you.

9.3 You can return your products via PostNL. Please ensure that the item(s) you wish to return are carefully packaged so they are not damaged in transit. Register your return using the MyParcel return form and follow the steps indicated on the relevant webpage. You can also download the return label there. 

9.4 The cost of return shipping is at your expense.

10.1 When you place an order with us, you agree to these Terms and Conditions and to the rules governing fair use of our website. If we detect suspicious activity on our website, such as irregularities in orders, fraudulent transactions, misuse of promotions, or breaches of customer account terms, we reserve the right to investigate or have investigations carried out and to take action. This may include, but is not limited to, blocking (bank) accounts and/or payments, temporarily or permanently, or cancelling orders. Any actions taken, and the timing of such actions, are at our sole discretion.

10.2 We do not accept payments made using stolen financial information and/or fraudulent means, such as stolen or fake credit or debit cards, hacked PayPal or Riverty accounts, or stolen/invalid gift cards. If the total amount of a fraudulent transaction is less than €500, AuraMaye will block the account for a period of 1 year. If the amount exceeds €500, the account will be blocked for 3 years. Repeat offenders will be blocked for 5 years. We will notify you accordingly.

10.3 Orders may also be blocked based on reports received during the fulfilment process, for example if a person is listed on a national or international fraud database.

10.4 We also apply a protocol for situations as described above. In the event of a breach of the above clauses, we reserve the right to add the individuals concerned to our fraud database. We will only do so in accordance with applicable data protection laws and regulations, including but not limited to the GDPR. We will process personal data in relation to the fraud database on the basis of our legitimate interest, namely the protection and prevention of harm to our business caused by fraudulent activities. Personal data in the database will be retained for a period of 1 to a maximum of 5 years, depending on the severity of the breach of the Terms and Conditions.

Please read our Privacy policy – AuraMaye for more information about our data processing practices and security measures.

10.5 If a customer has received a gift with their order and wishes to return the order, the gift must be included in the return shipment. In the case of partial returns, the gift must also be included if the threshold for receiving the gift is no longer met after the partial return. If the customer fails to do so, we will deduct the value of the gift from the refund. We reserve the right to block the customer’s account for a period of 1 year in the event of repeated breaches. We will notify you accordingly.

11.1 If we fail to comply with these Terms and Conditions, we are responsible for any loss or damage you suffer that is a foreseeable result of our breach of this contract or our failure to exercise reasonable care and skill. However, we are not responsible for any loss or damage that is not foreseeable. This includes liability for death or personal injury caused by our negligence or the negligence of our employees, agents or subcontractors, for fraud or fraudulent misrepresentation, and for breach of your statutory rights in relation to the products.

12.1 We attach great importance to the protection of your personal data. We do our utmost to keep your information truly private. We will only use your personal data as described in our Privacy policy – AuraMaye.

12.2 We comply with all applicable laws and regulations, including the General Data Protection Regulation (GDPR).

13.1 If you have any complaints, please contact us using the contact details provided in Article 2. We will do our best to respond to your complaint within 14 days of receipt. If more time is required to provide a response, we will inform you of the delay and the reasons for it.

13.2 We ask our customers to make reasonable efforts to resolve any complaint amicably before initiating legal proceedings.