Refund policy

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Our Promise to You

At Aurorae, we believe the right light can transform a space — and we want you to feel completely confident in every purchase. If something isn't right, we're here to make it easy. Our return and refund process is straightforward, transparent, and designed with your peace of mind at its centre.

Every fixture is also backed by our 4-Year Limited Warranty covering manufacturing defects in materials and workmanship.

Refund Policy at a Glance

Topic Our Policy
Return Window 30 days from delivery — the same in the United States, the EU, and every other destination we ship to
Test Installation ✓ Welcome — briefly powering on to verify functionality is acceptable
Permanent Installation Not eligible for return once wired into ceiling/wall
Restocking Fees None — we never charge restocking fees
Damage Report Window 72 hours from delivery (extended consideration for hidden defects)
Return Shipping — Change of Mind Customer pays
Return Shipping — Damaged/Defective/Wrong Item Aurorae covers all shipping both ways
US Customers US return address provided after RMA approval
Refund Options (a) 100% refund to original payment method, OR (b) 110% store credit as a thank-you
Refund Processing 1–3 business days after inspection, plus 5–10 business days for your bank
Custom / Made-to-Order Items Non-returnable (replacement parts available if damaged or lost)
Trade, Project & Volume Orders
(six or more units of one product, or priced by quotation, trade account, or negotiation)		 Free cancellation before production or stock allocation; no return or exchange thereafter. Free replacement for damaged, defective, or incorrectly shipped items. See Trade, Project & Volume Orders

30-Day Return Window & Eligibility

Short answer: You have 30 days from delivery to return most items, as long as the fixture is in resaleable condition.

To be eligible for a return, your item must meet the following conditions:

  • Returned within 30 calendar days of delivery
  • In original sellable condition with no permanent damage
  • In original packaging with all accessories, parts, and documentation included
  • Not permanently wired into your ceiling or wall (test installation is fine — see next section)
  • Accompanied by your order number or proof of purchase

To start a return, email info@auroraeshop.com with your order number and reason for return. We respond within 12 hours with your Return Merchandise Authorisation (RMA) number, the correct return address, and step-by-step instructions.

Test Installation Is Welcome

Short answer: You can briefly power on your fixture to test it before deciding to keep it. Permanent installation makes the item non-returnable.

We understand that lighting is a sensory purchase — you need to see how it looks, how bright it is, and how the colour temperature feels in your actual space. So we welcome the following before you commit:

  • Unboxing and inspection — examining the fixture, checking dimensions, verifying finish
  • Test connection — briefly connecting the fixture to power to confirm it works, that the LED colour temperature is right for your room, and that the brightness suits your space
  • Holding it up to the ceiling — getting a sense of scale before committing to install

What makes an item non-returnable is permanent installation: wiring into your ceiling junction box, anchoring to drywall, or any modification that prevents the fixture from being returned to its original sellable condition.

Repackage carefully into the original box with all protective inserts. Items must be in resaleable condition for a full refund.

What Cannot Be Returned

To keep our process fair and transparent, the following are not eligible for return:

  • Items returned more than 30 days after delivery
  • Items marked as "Final Sale" on the product page
  • Custom or made-to-order fixtures (see Custom Items section for damage handling)
  • Trade, project, and volume orders once in production or allocated from stock (see Trade, Project & Volume Orders)
  • Fixtures that have been permanently installed, modified, or altered
  • Items damaged after delivery due to handling, accident, or installation errors
  • Items returned without their original packaging and protective inserts

Return Shipping & US Return Address

Short answer: You pay return shipping for change-of-mind returns. We pay all shipping (both directions) for damaged, defective, or wrong items. US customers benefit from a domestic return address — no international shipping required.

Change-of-Mind Returns

Return shipping is the customer's responsibility. We strongly recommend:

  • Using a trackable, insured shipping method
  • Sharing the tracking number with us so we can monitor the package and process your refund promptly upon receipt
  • Keeping your shipping receipt until your refund is processed

Aurorae cannot be held responsible for items lost or damaged during return transit.

US Customer Convenience: Domestic Return Address

For US customers whose returns meet our policy criteria, we provide a US return address after your RMA is approved. Returns to this address are received on our behalf by our US returns agent. This means:

  • No international shipping required
  • Lower return shipping cost
  • Faster processing once the package arrives

The specific US return address is included in your RMA confirmation email — please use only the address provided in that email to ensure your return is processed correctly.

Damaged, Defective, or Wrong Items

Aurorae covers all shipping costs both ways. We provide a prepaid return label, and we ship the replacement at no cost to you.

Damaged or Defective Items (72-hour Window)

Short answer: Report damage within 72 hours of delivery with photos. We arrange a free replacement or full refund, covering all shipping costs. Trade, project, and volume orders receive a free replacement.

If your fixture arrives damaged or defective, please email info@auroraeshop.com within 72 hours of delivery with:

  • Your order number
  • Clear photos of the damage or defect
  • Photos of the outer packaging (if shipping damage is suspected)
  • A short video, if helpful, showing the issue

We will arrange a free replacement or issue a full refund — whichever you prefer. All return shipping costs are covered by Aurorae.

On trade, project, and volume orders we send a free replacement and cover all shipping — see Trade, Project & Volume Orders.

Hidden Defects

For defects that become apparent only during unpacking or test installation (hidden defects), or if circumstances beyond your control prevented timely notification — for example, travel, illness, or delivery while you were away — please still contact us. We review each case individually and in good faith. Our 4-Year Warranty also covers manufacturing defects beyond the 72-hour window — see our Warranty page.

Refunds & 110% Store Credit Option

Short answer: Once we receive and inspect your return, choose between (a) full refund to your original payment method, or (b) 110% store credit as a thank-you for your flexibility.

Your Two Refund Options

Once your return is approved, you may choose either:

  1. Full refund to original payment method — We refund 100% of the item price to the original card or payment account used for purchase.
  2. 110% store credit — Receive store credit worth 10% more than the item price, valid for 24 months and usable on any future Aurorae purchase. This is our thank-you for your flexibility.

Indicate your preference in your return request email. If no preference is specified, we default to refunding the original payment method.

Refund Processing Timeline

Once we receive and inspect your returned item, we will notify you by email within 1–2 business days regarding approval. If approved:

  • On our side: Refund is processed within 1–3 business days of approval
  • On your bank's side: An additional 5–10 business days for the refund to appear on your statement (controlled by your bank, not Aurorae)

Total expected time from return receipt to funds in your account: 7–15 business days. Store credit is issued within 1 business day of approval.

We never charge restocking fees.

Late or Missing Refunds

If you haven't received your refund:

  1. Check your bank statement again, including pending transactions
  2. Contact your credit card company or bank — posting times vary between institutions
  3. If the issue persists after 15 business days from our approval email, contact us at info@auroraeshop.com and we will investigate on your behalf

Non-Refundable Charges

  • Original expedited shipping fees (when expedited shipping was selected and successfully delivered)
  • Custom or made-to-order item costs (see Custom Items section)
  • Items marked "Final Sale"
  • Gift cards

Exchanges

Short answer: We offer free exchanges for damaged, defective, or incorrectly shipped items — we pay shipping both ways. For change-of-mind exchanges, please return the original item and place a new order for the desired one.

If you received a damaged, defective, or wrong item, contact us at info@auroraeshop.com immediately. We will cover both the return shipping of the original item and the shipping of the replacement. There is no additional charge for an exchange caused by our error or a product defect.

For change-of-mind exchanges (e.g., wanting a different size, finish, or style), we treat this as a return + new order. Please follow the standard return process, then place a new order for the item you'd prefer.

Different terms apply to trade, project, and volume orders — see Trade, Project & Volume Orders.

Custom & Made-to-Order Items

Short answer: Custom items are non-returnable, but if they arrive damaged or with missing parts, we send free replacement parts.

Items crafted to your specifications — custom finishes, custom sizes, custom configurations, or special-order pieces — cannot be returned for change-of-mind reasons because they were made specifically for you and cannot be resold.

However, our commitment to your satisfaction extends fully to custom items in cases of defect or damage:

  • Damaged on arrival: Contact us within 72 hours with photos. We will dispatch free replacement parts or issue a full refund at our discretion.
  • Missing components: If any part of your custom order is missing, email us with your order number and we will send the missing components free of charge.
  • Manufacturing defects: Custom items are still covered by our 4-Year Warranty for manufacturing defects.

Trade, Project & Volume Orders

Short answer: This section applies to orders of six or more units of one product, and to orders priced by written quotation, trade account pricing, or negotiation. These orders can be cancelled in full at no charge before they go into production or are allocated from stock. After that they are not eligible for return or exchange, and anything damaged, defective, or shipped in error is replaced free of charge, with all shipping covered and our 4-Year Limited Warranty applying in full.

What Counts as a Project Order

An order is treated as a trade, project, or volume order if either of the following applies:

  • It contains six or more units of the same product
  • Its price was set by written quotation, trade account pricing, or negotiation, rather than by the published price at checkout

An order of six or more units of the same product is treated as a volume order regardless of how it was priced. A public promotional code applied at self-service checkout does not, on its own, make a smaller order a trade, project, or volume order.

If neither of the above applies to your order, this section does not affect you. An order of fewer than six units of the same product, placed at checkout at our published prices, follows the standard 30-day return terms set out earlier on this page, wherever in the world it is delivered.

EU consumers buying as individuals keep their statutory 14-day withdrawal right — see EU Customers.

Cancellation and Returns

A trade, project, or volume order can be cancelled in full at no charge at any time before it goes into production or is allocated from stock — just email us and we will confirm.

Once production or stock allocation has begun, the order is not eligible for return or exchange. This does not affect your remedies for damaged, defective, or incorrectly shipped items, which are set out below.

Please confirm dimensions, finish, colour temperature, and quantity before your order goes into production or is allocated from stock. We are glad to answer any specification question, supply a spec sheet, or confirm a detail in writing beforehand — just ask.

Damaged, Defective, or Incorrectly Shipped Items

If any item in your order arrives damaged, defective, or is not what you ordered, email info@auroraeshop.com within 72 hours of delivery with your order number and clear photographs of the item and its packaging.

We send a free replacement at no cost to you, including all shipping. Missing components are sent free of charge.

Warranty

Trade, project, and volume orders are covered in full by our 4-Year Limited Warranty for manufacturing defects in materials and workmanship, exactly as every other Aurorae order.

EU Customers — 14-Day Withdrawal Right

We fully honour your rights under the EU Consumer Rights Directive.

  • 14-day withdrawal right: You may return any eligible item within 14 days of receipt without providing a reason. Notify us at info@auroraeshop.com within this window to begin the process.
  • Return shipping: Return shipping costs are the customer's responsibility.
  • Refund: We process your refund — including the original standard delivery charge — within 14 days of receiving your return, or proof of dispatch, whichever comes first.
  • Exceptions: This right does not apply to custom-made or made-to-order fixtures, or to orders placed by a business acting in a commercial capacity.

International Returns (Outside US & EU)

For customers in all other regions:

  • You are responsible for return shipping costs and any customs duties, taxes, or fees on the return shipment
  • Contact us at info@auroraeshop.com before sending any return to obtain your RMA number and region-specific instructions
  • Returns sent without prior authorisation may not be accepted

Before Filing a Chargeback

We stand behind every order and resolve concerns quickly. Before initiating a chargeback or payment dispute with your bank or credit card company, please contact us first at info@auroraeshop.com.

In the vast majority of cases, we can resolve your concern within 1–2 business days — often faster than a bank dispute, which can take 30–90 days. Direct contact also allows us to offer solutions (such as partial refunds, replacements, or store credit) that a bank dispute does not provide.

We sincerely appreciate the opportunity to make things right first.

Return Process Summary

The steps below apply to eligible returns. Trade, project, and volume orders follow the terms in the Trade, Project & Volume Orders section above.

Step What Happens Typical Timing
1. Initiate Return Email info@auroraeshop.com with your order number and reason. We reply with an RMA number and return instructions. Within 12 hours
2. Prepare Item Repackage in original box with all protective inserts. Ensure fixture is in resaleable condition. Same day
3. Ship Return Use the address provided in your RMA email (US customers receive a US return address). Use a trackable carrier and share the tracking number. Within 14 days of RMA
4. Inspection We inspect the returned item and notify you of approval by email. 1–2 business days after receipt
5. Refund or Replacement Refund to original payment (1–3 business days + 5–10 days for your bank), 110% store credit (1 business day), or replacement shipped free for defective items. 1–15 business days

Frequently Asked Questions

How long do I have to return an item?
30 calendar days from delivery, in every country we ship to — the United States, the EU, and all other destinations alike. EU customers also benefit from a statutory 14-day no-reason withdrawal right.

Can I test the fixture before deciding to keep it?
Yes. Briefly powering on the fixture to verify it works, that the colour temperature is right, and that brightness suits your space is fully acceptable. What makes an item non-returnable is permanent installation — wiring into your ceiling and anchoring it in place.

Who pays for return shipping?
You pay return shipping for change-of-mind returns. Aurorae covers all shipping (both directions) for damaged, defective, or wrong items.

Do US customers ship returns to China?
No. Once your RMA is approved, we provide a US return address, where returns are received on our behalf by our US returns agent — you do not need to ship internationally.

What is the 110% store credit option?
Instead of a 100% refund to your original payment method, you can choose 110% store credit (10% extra as our thank-you), valid for 24 months on any future Aurorae purchase.

What if my fixture arrives damaged?
Email us at info@auroraeshop.com within 72 hours of delivery with photos and your order number. We arrange a free replacement or full refund right away, covering all shipping costs. For trade, project, and volume orders the remedy is a free replacement.

What about damage I discover during installation?
We review hidden defects in good faith. Contact us with details and photos — even after the 72-hour window — and we will work with you on a fair resolution. Manufacturing defects are also covered by our 4-Year Warranty.

Can I return a custom fixture?
Custom and made-to-order fixtures cannot be returned for change-of-mind reasons. If they arrive damaged or with missing parts, we send free replacement parts. Manufacturing defects are covered by our 4-Year Warranty.

What are the terms on a trade, project, or volume order?
Orders of six or more units of one product, and orders priced by written quotation, trade account pricing, or negotiation, can be cancelled in full at no charge before they go into production or are allocated from stock. After that they are not eligible for return or exchange. Anything damaged, defective, or incorrect is replaced free of charge with all shipping covered, and the 4-Year Warranty applies in full.

Are there restocking fees?
Never. We offer a full refund on all eligible returns with no hidden deductions.

How quickly will I receive my refund?
Refunds are processed within 1–3 business days of receiving and inspecting your return. Total time including bank processing: 7–15 business days. Store credit is issued within 1 business day.

Do I need to keep the original packaging?
Yes. Items must be returned in their original packaging with all protective inserts. This protects the fixture during return transit and keeps it in resaleable condition.

Get in Touch

Our team is here to help. If you have any questions about a return, refund, or your order, please don't hesitate to reach out.

This policy was last updated August 2026. Aurorae reserves the right to update this policy at any time. Any changes will be reflected on this page and apply to orders placed on or after the update date.