Refund policy
At Aureon Living, we want you to be completely satisfied with your purchase. If you change your mind about your order, or if your item arrives damaged or faulty, we’re here to help.
This Returns & Refund Policy applies to purchases made through the Aureon Living online store.
1. Your Right to Cancel
If you are purchasing from the UK, you have the legal right to cancel your online order within 14 days of receiving your goods, without having to provide a reason.
If you decide to cancel your order, please contact us within 14 days of receiving your item. You will then have a further 14 days to return the goods to us.
This statutory cancellation right does not affect your other legal rights regarding faulty, damaged or incorrectly described products.
2. Change-of-Mind Returns
If you simply change your mind about your purchase, you may return the item provided that it has been handled only as much as reasonably necessary to inspect and assess it.
To request a return, please contact us at:
Email: hello@aureonliving.store
Please include:
Your order number
Your full name
The reason for your return, if you wish to provide one
Photos of the product where appropriate
Once your return has been approved, we will provide you with the return instructions.
Unless the item is faulty, damaged, incorrect or not as described, the customer is responsible for the cost of returning an unwanted item.
3. Condition of Returned Items
Please take reasonable care when handling products you intend to return.
Where an item has been handled beyond what is reasonably necessary to inspect it, we may be entitled to make a deduction from the refund to reflect any loss in value, where permitted by law.
For mirrors and other fragile products, we strongly recommend keeping the original packaging until you are certain that you wish to keep your purchase.
4. Damaged Items
We take great care when preparing your order, but our products may occasionally be damaged during delivery.
If your item arrives damaged, please contact us as soon as reasonably possible at:
hello@aureonliving.store
Please provide:
Your order number
Clear photographs of the damage
Photographs of the packaging
A photograph of the shipping label, where possible
A brief description of the damage
Please do not dispose of the product or packaging until we have had an opportunity to assess the issue.
Where an item is damaged or faulty, we will work with you to provide an appropriate remedy in accordance with your legal rights, which may include a repair, replacement, refund or other appropriate remedy.
5. Faulty or Incorrect Items
If your product is faulty, does not work as described, is not of satisfactory quality, or you receive the wrong item, please contact us as soon as possible.
Your statutory rights are not affected by this policy.
Depending on the circumstances and your legal rights, we may offer a repair, replacement, refund or other appropriate remedy.
We will not ask you to pay return costs for an item that is faulty, damaged, incorrect or not as described where we are responsible for the issue.
6. Refunds
Once your return has been received and assessed, we will process any refund that you are entitled to.
For a valid cancellation under the applicable UK distance-selling rules, refunds will generally be made within 14 days in accordance with applicable law.
Refunds will normally be issued to the original payment method used to place the order.
Where required by law, the refund will include the cost of the standard delivery option originally selected. Any additional cost resulting from choosing a more expensive delivery option will not necessarily be refundable.
If the returned item has been handled beyond what is reasonably necessary to inspect it and this has reduced its value, we may make an appropriate deduction where permitted by law.
7. Return Shipping
For change-of-mind returns, the customer is normally responsible for the cost of returning the item.
For products that are faulty, damaged, incorrect or not as described, Aureon Living will cover reasonable return costs where we are responsible for the issue.
Because our products can be large and fragile, please contact us before returning an item so that we can provide the appropriate return instructions.
8. Exchanges
If you would prefer an exchange rather than a refund, please contact us.
Where an item is faulty, damaged or incorrect, we will work with you to provide an appropriate remedy in accordance with your statutory rights.
9. Items That Cannot Be Returned
Certain products may be excluded from the statutory cancellation right where an applicable legal exception applies.
If an exception applies to a particular product, this will be clearly communicated to you before you place your order.
This does not affect your statutory rights relating to faulty, damaged, incorrectly described or otherwise non-conforming goods.
10. Order Cancellation Before Dispatch
If you contact us to cancel an order before it has been dispatched, we will make reasonable efforts to cancel it before shipment.
If the order has already been dispatched, you may need to follow the return procedure described in this policy.
11. Statutory Rights
Nothing in this policy is intended to limit, exclude or replace any rights you have under UK consumer law.
Your statutory rights, including those relating to faulty, damaged, misdescribed or unsatisfactory goods, remain unaffected.
For more information about your consumer rights, you can visit the UK Government website.
12. Contact Us
If you have any questions about returns, refunds or your order, please contact us:
Aureon Living
Email: hello@aureonliving.store
Website: aureonliving.store
We aim to respond to customer enquiries as soon as reasonably possible.
Thank you for choosing Aureon Living.