A Glow of Confidence in Every Purchase

At AURORAE, we believe that lighting transforms spaces into havens of warmth and inspiration. Your satisfaction is the heart of our mission, and we’re committed to ensuring every lamp, chandelier, or fixture you choose feels like the perfect fit for your home. If it’s not quite right, our return and refund policy is crafted to wrap you in reassurance, making the process as effortless and comforting as the glow of your new light. With clear steps, quick responses, and a dedication to your happiness, we’re here to light up your experience from start to finish.

Our Return Policy: At a Glance

Here’s a quick summary to guide you. For full details, please read the sections below.

Return Scenario Return Window Return Shipping Cost Outcome
Changed Your Mind (U.S. & others) 30 Days from delivery Paid by Customer Full Refund
Changed Your Mind (EU Customers) 14 Days from receipt Paid by Customer Full Refund
Arrived Damaged or Defective 48 Hours from delivery Paid by AURORAE Free Replacement
Wrong Item Received 30 Days from delivery Paid by AURORAE Correct Item Shipped
Custom / Final Sale Items - - Non-Returnable

General Return Policy

We want you to love your lighting as much as we do. If your purchase doesn’t spark joy, you can return it within 30 calendar days from the date of delivery for a full refund, subject to the following conditions:

Eligibility for Returns:

  • Your item must be unused, in its original condition, and packaged with all original tags, accessories, and parts.

  • Lighting fixtures must not have been installed or assembled. Once a fixture is installed, it is no longer eligible for return.

Non-Returnable Items:

  • Customized or made-to-order fixtures.

  • Items marked as "Final Sale".

  • Any item that has been installed, used, or altered.

  • Items not in their original condition or packaging.

  • Bulk orders may have specific return conditions; please contact us for details before purchase.

Return Process:

  1. Contact Us: Reach out to us at info@auroraeshop.com within 30 calendar days of delivery, providing your order number and a brief reason for the return.

  2. Get Authorization: We’ll respond within 24 business hours and the correct return address.

  3. Pack Carefully: Please package your item in its original box and packaging to prevent damage during transit. We highly recommend using a trackable and insured shipping method.

  4. Ship It Back: You are responsible for return shipping costs, unless the item is defective, damaged, or incorrect.

Refund Processing:
Once we receive and inspect your return, we’ll process your refund within 1-3 business days to your original payment method. You’ll receive an email confirmation once your refund is complete. If an item is not returned in its original, sellable condition, we may offer a partial refund at our discretion.

Damaged or Defective Items

We take every precaution to ensure your lighting arrives perfectly, but accidents can happen. If your item is damaged or defective, we will make it right with care and speed.

  • What to Do: Contact us at info@auroraeshop.com within 24 hours of delivery. Please include your order number and clear photos of the damage or defect.

  • Our Promise: We’ll arrange for free replacements at no cost to you. Your resolution is our priority.

Exchanges

The easiest way to make an exchange is to return the original item for a full refund and place a new order. However, if you received the wrong item or wish to discuss an exchange, please contact us at info@auroraeshop.com within 30 days. If the exchange is due to our error, we will cover all shipping costs.

Special Rights for EU Customers

We are fully committed to honoring your consumer rights under the EU Consumer Rights Directive.

  • 14-Day Withdrawal Right: You may return your purchase within 14 days of receipt without providing a reason. To exercise this right, simply notify us at info@auroraeshop.com.

  • Return Costs: You are responsible for return shipping costs.

  • Refund: We will process your refund, including the original standard shipping cost, within 14 days of receiving the returned item or proof of its dispatch.

  • Exceptions: This right does not apply to custom-made fixtures or items unsealed for hygiene reasons.

International Returns (Non-EU)

For customers outside the United States and EU:

  • You are responsible for all return shipping costs, customs duties, taxes, and fees associated with the return.

  • Please contact us at info@auroraeshop.com before initiating a return to obtain an RMA and specific instructions.

Frequently Asked Questions (FAQ)

How long do I have to return an item?
You have 30 calendar days from delivery. EU customers also have a 14-day no-reason withdrawal right.

Who pays for return shipping?
You are responsible for return shipping costs unless the item arrived damaged, defective, or was the wrong item. In those cases, we cover all costs.

What if my fixture arrives damaged?
Notify us at info@auroraeshop.com within 48 hours with photos. We’ll arrange a free replacement or a full refund immediately.

Can I return a custom fixture?
Custom-made fixtures are final sale and cannot be returned unless they are defective.

Are there any restocking or hidden fees for returns?
Absolutely not. We offer a full refund for all eligible returns. We do not believe in hidden charges, so you will never see a restocking fee from us.

How quickly will I receive my refund?
We process refunds within 1-3 business days after receiving your return.

Contact Us with Confidence

Your peace of mind is our priority. If you have any questions, our dedicated team is here to guide you with warmth and care.

  • Email: info@auroraeshop.com

  • Hours: Monday to Friday, 9 AM to 5 PM(GMT +8)

  • Response Time: We aim to respond to all inquiries within 24 business hours.