Refund policy

Return and Refund Policy

Last updated: September 1, 2026

1. Thirty-Day Return Request Period

You may request a return within 30 calendar days after the item is delivered. To start a return, contact us through our Contact page with your order number and the reason for the request.

If the return is accepted, we will provide the return address, instructions, and return deadline. Items sent without prior authorization may not be accepted.

2. Return Eligibility

For a change-of-mind return, the item must be in the condition in which it was received: unused, uninstalled, unmodified, complete, and in its original packaging. Proof of purchase is required.

Carefully repack all glass, hardware, and accessories. The customer is responsible for any reduction in value caused by handling beyond what is reasonably necessary to inspect the item.

3. Return Shipping and Label

The customer is responsible for creating the return shipping label and paying the direct cost of return shipping for a change-of-mind return. We recommend using a tracked, insured service and retaining the receipt. AuroraeGlass is not responsible for a customer-arranged return that is lost or damaged in transit.

If the item is damaged, defective, or incorrect, contact us before returning it. Seller-paid remedies and shipping will be handled separately where required by applicable law.

4. Restocking Fee

Accepted returns are subject to a 35% restocking fee, deducted from the refundable product amount. This fee does not apply to an item confirmed as damaged, defective, or incorrect, or where applicable law prohibits the fee. Return shipping and any non-refundable charges are handled separately under this policy.

5. Non-Returnable Items

Items made to a customer's specifications or clearly personalized cannot be returned for change of mind once production has begun, unless applicable law provides otherwise. Gift cards and items marked final sale are also non-returnable. These exclusions do not limit rights relating to items that are faulty, damaged, or not as described.

6. Exchanges

The clearest way to exchange an eligible item is to return the original item following the process above and place a separate order after the return is accepted.

7. Inspection and Refunds

We will notify you after the return is received and inspected. If approved, the eligible refund, less the 35% restocking fee and any other non-refundable charges permitted by law, is expected to reach the original payment method within 3 to 7 calendar days after approval.

8. European Union and United Kingdom Customers

Nothing in this policy limits mandatory consumer rights. The customer pays the direct cost of a change-of-mind return. The 35% restocking fee applies only to the extent permitted by mandatory consumer law. These charges do not apply where the item is faulty, damaged, incorrect, or where applicable law requires AuroraeGlass to bear the cost.

9. Contact

Use the Contact page on our website before returning any item. Include your order number and photographs when the request concerns damage, a defect, or an incorrect item.