Refund policy
Return & Refund Policy
At Aurellane, we want you to feel confident when shopping with us. If you are not completely satisfied with your purchase, you may request a return or refund in accordance with the terms below and your applicable statutory consumer rights.
30-Day Return & Refund Request Period
You may contact us within 30 days of receiving your order to request a return or refund.
To start a request, please contact our Customer Support team at support@aurellane.com and provide your order number, the item(s) concerned and the reason for your request.
Where appropriate, we may also ask you to provide photographs or other information so that we can assess the request.
Please do not send any item to an address without first contacting us and receiving return instructions.
Approved Refunds
Once your request has been reviewed and approved, we will provide you with the appropriate instructions.
Depending on the circumstances, a physical return may not always be required for an approved refund. If a return is required, we will provide the relevant return instructions and return address.
Approved refunds will normally be issued to the original payment method. After a refund has been processed by us, your bank or payment provider may require approximately 5–10 business days to display the funds in your account.
Damaged, Faulty or Incorrect Items
Please inspect your order when it arrives.
If an item is damaged, faulty, defective or you receive an incorrect item, contact us as soon as reasonably possible at support@aurellane.com so that we can assess the issue and provide an appropriate solution.
Nothing in this policy limits your rights in relation to goods that are faulty, not as described or otherwise fail to meet applicable legal requirements.
Exceptions
Certain items may not be eligible for return where an exception is permitted by applicable law, including certain personalised or made-to-order goods and certain sealed goods where the seal has been broken for hygiene reasons.
We will inform you if an exception applies to your purchase.
UK Right to Cancel
If you are a consumer in the United Kingdom purchasing online, you will generally have a statutory right to cancel qualifying purchases within 14 days after receiving the goods, subject to applicable exceptions.
Where this statutory right applies, you do not need to provide a reason for cancellation.
After notifying us of a qualifying cancellation, goods that are required to be returned must normally be sent back within the period required by applicable UK consumer law.
Your statutory rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015 are not affected by this policy.
Contact Us
For return or refund enquiries:
Aurellane
Email: support@aurellane.com
Phone: +61 410 406 773
Website: aurellanestore.com
Operator: Sumesh Pariyar
Address: Unit 13, 11 Tanunda Drive, Rivervale WA 6103, Australia