退款政策

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 Costs

The buyer is responsible for the direct cost of return shipping for change-of-mind returns. Because glass lighting can be large, fragile, or expensive to ship internationally, return shipping costs may be high. We recommend using a tracked, insured service and retaining the shipping receipt. Aurorae Glass Studio 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. 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.

5. 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.

6. Inspection and Refunds

We will notify you after the return is received and inspected. If approved, the refund will be issued to the original payment method. Original standard delivery charges will be refunded when required by applicable law; upgrades such as express delivery are not refundable beyond the cost of standard delivery.

Refunds will be issued without undue delay and within the period required by applicable law. For customers exercising statutory withdrawal rights in the European Union or United Kingdom, we may withhold the refund until we receive the goods or valid evidence that they were sent back. Your bank or payment provider may need additional time to post the refund.

7. European Union and United Kingdom Customers

Our 30-day store return period is more generous than the statutory 14-day withdrawal-notification period that generally applies to eligible online purchases in the European Union and United Kingdom. Nothing in this policy limits mandatory consumer rights. Eligible customers may still exercise those statutory rights without giving a reason, and the goods must then be sent back within the additional period required by applicable law.

The customer pays the direct cost of a change-of-mind return, and this cost may be high for large or fragile lighting. This does not apply where the item is faulty, damaged, incorrect, or where applicable law requires Aurorae Glass Studio to bear the cost.

8. 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.