Return & Refund Policy
Your satisfaction is important to us. Please review our return and refund policy for custom products.
Custom Products
Because our products are customized to your specifications, we cannot accept returns or offer refunds on personalized items unless there is a defect in the product or an error on our part. Returns are subject to approval by Aura Co. & Design. Items must be unused and in the original packaging.
Defective or Incorrect Items
If you receive a defective product or if we made an error with your order, please contact us within 48 hours of receiving your item. We'll need:
- Your order number
- Photos of the defective or incorrect item
- A description of the issue
We'll review your claim and, if approved, provide a replacement or full refund at no additional cost to you.
Non-Custom Items
Blank products (items without customization) may be returned within 14 days of delivery if they are unused and in original condition. Return shipping costs are the responsibility of the customer unless the return is due to our error.
Please note: We cannot accept returns on drinkware (including tumblers, mugs, water bottles, and glassware) due to sanitary reasons, even if the items are blank or unused.
Cancellations
Orders can be cancelled within 24 hours of placement, before production begins. Once production has started, orders cannot be cancelled. Please contact us immediately if you need to cancel an order.
How to Request a Return or Refund
Contact us at auracoanddesign@gmail.com with your order number and details about the issue. Our team will respond within 1-2 business days with next steps.
Refund Processing
Approved refunds will be processed within 5-7 business days and returned to your original payment method.
Thank you for understanding our policy on custom products!