Returns & Cancellation Policy

Returns

We want you to be completely satisfied with your purchase. If you have any questions about your order, please contact us at hello@aureous.co.

Lost, Delayed, Missing or Damaged Orders

If your order is delayed, appears lost in transit, or arrives damaged, please contact us at hello@aureous.co.

For damaged items, please provide:

• A close-up photograph of the damage
• A photograph of the entire design side of the item
• A photograph of the packaging
• Your order number

Where an item is confirmed lost, we will offer either a replacement or a full refund.

Returns for Standard (Non-Custom) Products

If you are not entirely satisfied with your purchase, you may request a return within 30 days of delivery.

To arrange a return, please contact hello@aureous.co before returning any item.

Conditions:

• Items must be returned in their original condition and packaging where possible.
• Customers are responsible for return shipping costs unless the item is faulty, damaged, or supplied incorrectly.
• We recommend using a tracked postal service.

Once the returned item has been received and inspected, any approved refund will be issued to the original payment method within 7 calendar days.

Please note that your payment provider may require additional time to process the refund.

EU Right of Withdrawal

If you are purchasing as a consumer within the European Union, you may have the right to withdraw from your purchase within 14 days of receiving your goods without giving any reason.

To exercise your right of withdrawal, please contact us at hello@aureous.co and provide:

• Your full name
• Order number
• A clear statement that you wish to withdraw from the purchase

We will confirm receipt of your request by email.

Returned goods must be sent back within 14 days of notifying us of your withdrawal.

Customers are responsible for return postage costs unless otherwise required by applicable law.

Refunds will be made to the original payment method after the returned goods have been received or evidence of return has been provided.

Exemptions from the Right of Withdrawal

The right of withdrawal does not apply to goods that are:

• Made to the customer's specifications
• Clearly personalised
• Produced specifically to order and cannot be resold in the ordinary course of business

Where applicable, products identified as custom, personalised, bespoke, or made-to-order are exempt from cancellation and withdrawal rights once production has commenced.

Custom, Personalised & Made-to-Order Products

Many Aureous products are produced specifically to order.

Custom, personalised, bespoke, and made-to-order products are non-returnable and non-refundable unless they arrive damaged, faulty, or incorrect.

By placing an order for such products, you acknowledge that:

• The item is produced specifically for you
• Production may begin shortly after purchase
• The item may not be eligible for cancellation, withdrawal, return, or refund once production has commenced
• Any personalisation details supplied are accurate and complete

International Returns

If returning goods internationally, including between the UK and EU, customers may be required to complete customs documentation.

Where applicable, parcels should be marked as:

"Returned Goods"

with zero commercial value to avoid unnecessary customs charges.

Address Accuracy

Customers are responsible for ensuring that their delivery address is correct at checkout.

Address amendments must be requested before dispatch.

We cannot be responsible for delays, losses, or additional costs arising from incorrect address information supplied by the customer.

Exchanges

We do not currently offer direct exchanges.

If you wish to purchase an alternative item, please follow the returns process (where applicable) and place a new order through our website.