Refund policy
RETURNS
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Customized products are non-refundable.
Our policy lasts for 30 days. If 30 days have passed since the receipt of your purchase, we are unfortunately unable to offer you a refund or exchange.
Contact us at support@aurora-company.org
To qualify for a return, your item must be in the same condition as when you received it, and in the original packaging.It must also be in the original packaging.
Several types of products cannot be returned, in particular all personalized products.
To make a return, you must present us with a receipt or proof of purchase.
Once we have received and inspected the returned item, we will send you an e-mail to confirm that we have received it. We will also inform you of our decision to approve or reject your refund request.
If your request is approved, your refund will be processed, and a credit will automatically be applied to your credit card or original payment method within a certain number of days.
Late or missing refunds (where applicable)
If you have not yet received your refund, please check your bank account again first.
Then contact your credit card issuer, as there may be a delay before your refund is officially posted.
Then contact your bank. There is often a processing time before a refund is posted.
Sale items (if any)
Only regular-priced items can be refunded. Unfortunately, sale items are not refundable.
Exchanges (if any)
We will only replace an item if it is faulty or damaged. If you wish to exchange it for the same item, please send us a message via the contact form.
Gifts
If the returned item was identified as a gift at the time of purchase and sent directly to you, you will receive a gift credit equal to the value of your return. Once we have received the returned item, a gift certificate will be mailed to you.
If the item was not identified as a gift at the time of purchase, or if the gift giver preferred to receive the item first and give it to you later, we will send a refund to the gift giver and they will know that you have returned the item.
Shipping
You will be responsible for paying your own shipping costs to return your item. Shipping costs are non-refundable. If you receive a refund, the return shipping costs will be deducted from your refund.
Depending on where you live, the time required to receive your exchanged product may vary.
If you are shipping an item worth more than €75, you should consider using a delivery service that allows you to track the shipment or purchasing delivery insurance. We do not guarantee that we will receive the item you return.