Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, you can contact us at info@aurewood.com. Please note that returns will need to be sent to the following address: [INSERT RETURN ADDRESS]
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@aurewood.com.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at info@aurewood.com.
Refund Policy
Q: What is your return and exchange policy?
A: We offer a clear return and exchange scheme for our wood carvings. If you are not completely satisfied with your purchase, you may return the item within the stated period or exchange it for another artwork of your choice.
Q: How can I return an item?
A: If you wish to return your order, simply contact our customer service at support@aurewood.com to initiate the return process.Once your return request is approved, we will send you a return label and detailed guidelines on how to send back your package. Please note that returns sent without prior approval will not be accepted.You may also reach us at support@aurewood.com with any questions regarding returns.
Returns must be submitted within 14 days of receiving your order, together with the return slip included in the package. Return shipping costs shall be borne by the buyer.
Please understand that we only accept returns in their original, unused, and undamaged condition. Upon receiving and inspecting the returned item, we will process your refund accordingly. We aim to handle all returns efficiently, typically within 3 working days from the date we receive the package.Please also note that while most artworks are returnable, buyers are responsible for any related shipping fees and customs duties for certain items.
Q: Have you received my returned item?
A: Once we receive and inspect your return, we will notify you by email and proceed with your refund if approved. Depending on your payment method, it may take an additional 3–7 working days for the refund to show in your account. We will contact you directly if we require further information about your return.
Q: When will I receive my refund?
A: Refunds are generally processed within 3–7 working days after we have inspected and approved your return. For certain payment providers and banks, processing times may vary slightly. All refunds will be issued to the original payment method used for your order.
Q: Why was my return rejected?
A: Returns may be declined if the artwork is not returned in its original, undamaged condition. Our team carefully inspects each return for damage, signs of use, odors, or alterations. We cannot resell items that are no longer in sellable condition, so we are unable to accept such returns.