Returns Policy
Returns & Cancellation Policy
At Aureous, every piece of artwork is carefully handmade to order. We want you to love your purchase, and we're always here to help. If you have any questions about your order, please contact us at hello@aureous.co.
Returns
Requesting a Return
If your order is eligible for return, you can request a return by logging into your customer account:
Select your order and click Request Return.
Please submit your return request within 30 calendar days of receiving your order.
Standard (Non-Custom) Products
If you are not completely satisfied with your purchase, you may return eligible standard (non-custom) products within 30 days of delivery.
Conditions of Return
- 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, as we cannot accept responsibility for items lost during return transit.
- Once your return has been received and inspected, any approved refund will be issued to your original payment method within 7 calendar days.
- Please note that your bank or payment provider may require additional time to process your refund.
Under the Consumer Contracts Regulations, we may reduce your refund if the value of the goods has been diminished as a result of handling beyond what is necessary to establish their nature, characteristics and function.
Return Address
All approved returns must be sent to our UK returns address, regardless of the country your order was produced or dispatched from.
Please do not return any item until your return request has been been approved and you have received our return instructions and UK return address.
Damaged, Faulty or Incorrect Items
If your order arrives damaged, faulty, incorrect or appears to have been damaged during transit, please do not submit a return request through your customer account.
Instead, please contact hello@aureous.co as soon as possible with the following:
- Your order number
- The email address used to place your order
- A clear close-up photograph of the damage or fault
- A photograph showing the entire front/design of the artwork
- Photographs of the packaging, including any damage to the outer packaging
Providing this information allows us to assess your claim quickly and arrange a replacement or other appropriate resolution where applicable.
If your parcel is delayed, appears lost in transit or has not arrived, please contact hello@aureous.co. Where an order is confirmed as lost, we will offer either a replacement or a full refund.
Personalised, Custom & Made-to-Order Products
Many Aureous products are handmade specifically to order.
Personalised, bespoke and custom-made products cannot be cancelled, returned or refunded if you change your mind.
This includes, but is not limited to:
- Personalised artwork featuring names, dates or custom text
- Commissioned artwork
- Products created or modified to your individual requirements
- Any item made to your own specification
These products are exempt from the right to cancel under the Consumer Contracts Regulations and the EU Right of Withdrawal where applicable.
This does not affect your statutory rights. If your personalised or custom-made item arrives damaged, faulty or incorrect, please contact hello@aureous.co, and we will work with you to resolve the issue.
Cancellations
As every Aureous artwork is handmade to order, we are unable to accept cancellations once an order has been been placed.
Production begins shortly after your order is received, meaning materials are allocated and your artwork enters our production process almost immediately.
For this reason, please check your order carefully before completing your purchase.
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 submit a return request through your customer account or contact hello@aureous.co with:
- Your full name
- Your order number
- A clear statement that you wish to withdraw from the purchase
Returned goods must be sent back within 14 days of notifying us of your decision to withdraw.
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.
Exceptions
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 reasonably be resold.
Where applicable, products identified as custom, personalised, bespoke or made-to-order are exempt from cancellation and withdrawal rights.
International Returns
Some Aureous orders are produced and dispatched from local production partners around the world to reduce delivery times.
However, all approved returns must be sent to our UK returns address, even if your order was originally shipped from another country.
If returning goods internationally, customers may be required to complete customs documentation.
Where applicable, parcels should be clearly marked as:
"Returned Goods"
with zero commercial value to help avoid unnecessary customs charges or delays.
Any customs duties, taxes or charges incurred due to incorrect customs declarations or failure to mark parcels as returned goods may be deducted from your refund where permitted by law.
Delivery Address Accuracy
Customers are responsible for ensuring that all delivery details are correct at checkout.
Please check your delivery address carefully before placing your order.
As production begins shortly after an order is placed, we are unable to guarantee that delivery addresses can be amended once your order has been submitted.
We cannot accept responsibility for delays, losses or additional costs resulting from incorrect address information supplied by the customer.
Exchanges
We do not currently offer direct exchanges.
If you would like a different item, please submit a return request for your eligible product through your customer account and place a new order through our website.