Returns Policy

Returns 

Our goal is to ensure you are completely satisfied with your purchase. However, we understand that sometimes returns are necessary.

Lost, Delayed, Missing or Damaged Orders

• If your order is delayed or appears lost in transit, please contact us at hello@aureous.co and we will investigate promptly.
• Where an item is confirmed lost, we will offer either a replacement or a full refund.
• Where an item is damaged, please send a close up photo up of the damage as well as a photo of the entire design side and a photo of the packaging email them to hello@aureous.co with your order number

Returns & Refunds (Non-Custom Orders)

• If you are not entirely happy with your order, you may request a return within 30 days of delivery.
• To initiate a return, please email hello@aureous.co before sending anything back.
• All unwanted purchases must be returned to our UK collections office.
• Customers are responsible for return shipping costs, which are non-refundable.
• We strongly encourage customers to review sizes and product details carefully before purchasing, particularly for large artworks.
• Please return in the original packaging

This policy is in accordance with the Consumer Contracts Regulations 2013.

Once we have received and inspected the items, a refund will be issued within seven calendar days. 

Refunds are made via your original payment method (please check with your card issuer for timescales).

International Returns

If you are returning goods from outside Europe, or between UK and EU, you will need to produce a customs declaration. In this case, goods MUST be marked as "Returned goods" with ZERO commercial value. You can also include the tracking number with which it was imported to your country - the one we sent the parcel with.

Custom & Made-to-Order Items

• Custom, personalised, or made-to-order items are created specifically to your requirements.
• These items are non-returnable and non-refundable, unless they arrive damaged or faulty.
• This exemption is permitted under the Consumer Contracts Regulations 2013, which exclude bespoke or personalised goods from the standard cancellation period.
• We will always confirm custom order details prior to production.
• By placing a custom order, you confirm that:
  
  All details provided are correct
  You understand the item is made to order
  You accept that it cannot be cancelled, returned, or refunded once production begins (unless faulty)

Address Accuracy

• Customers are responsible for ensuring their shipping address is correct at checkout.
• Address changes must be requested before dispatch.
• We cannot be held responsible for delays or losses caused by incorrect address details.