1. Order cancellation

We accept an order cancellation before the product has entered production or been shipped. If an eligible order is cancelled in time, a full refund will be issued. We cannot cancel an order after production has begun or after the product has been shipped.

2. Returns, if applicable

Eligible non-custom products may be returned within 14 days after delivery. To qualify, the item must be unused, in the same condition in which it was received, and in its original packaging. A receipt or other proof of purchase is required.

Please contact Customer Service before sending any product back so that we can confirm eligibility and provide the correct return address. Products sent without prior authorization may be refused where permitted by law.

3. Custom-order and personalised items

Custom-order, made-to-order, sized, engraved, personalised, or otherwise customer-specific items are not eligible for a 14-day change-of-mind refund or exchange. This exclusion does not apply when mandatory law requires a remedy for a product that is damaged, defective, incorrect, or misdescribed.

4. Return shipping

If a return is caused by the customer, including a change of mind for an eligible non-custom product, the customer is responsible for the return shipping cost. The amount will depend on the shipping provider selected by the customer.

If the return is caused by Aurone, including when the item received is damaged or incorrect, the customer will not be required to bear the return shipping cost for that reason.

5. Restocking fees

No restocking fee is charged for an approved product return.

6. Refunds

Once a returned item is received and inspected, we will send an email confirming receipt and notifying you whether the refund has been approved or rejected. If approved, the refund will be issued to the original payment method. The time required for the credit to appear depends on the payment provider and financial institution.

7. Late or missing refunds

If you have not received an approved refund, first check your bank account again. Then contact your card issuer or payment provider, as posting may take additional time. You may also need to contact your bank. If you have completed these checks and the refund is still missing, contact us at aurone11111@gmail.com.

8. Return instructions

Contact Customer Service at aurone11111@gmail.com or through the Contact Us page to confirm eligibility and obtain the correct return address before sending a product.