Refund policy
Exchange, Return & Cancellation Policy — Aurora
Welcome to Aurora. By placing an order with us, you agree to the following policy. Please read carefully before purchasing.
🔄 Exchange Policy
Exchanges are not available at this time, as each Aurora piece is handcrafted in limited quantities and may not be restocked once sold.
📦 Return Policy
1. Return Window
Returns are accepted within 24 hours of delivery, strictly in cases where the item arrives damaged or in poor condition due to shipping. Requests made after this window will not be eligible.
2. Handmade Nature Disclaimer
Aurora bags are fully hand-beaded by skilled artisans — not machine-made. Minor natural variations such as a slightly uneven bead, a subtle thread end, or a small spacing difference are inherent to the handmade process and are not considered defects. These characteristics are what make each Aurora piece truly one of a kind.
3. Condition Requirement
The item must be unused, unaltered, and in its original condition to qualify for a return. Aurora reserves the right to inspect the returned item before processing any refund.
4. Customer Misuse
Returns will not be accepted if the damage results from improper use, storage, or handling by the customer.
5. Return Shipping
The customer is responsible for shipping the item back to Aurora. A return shipping fee of SAR 30 will apply.
6. Full Order Returns Only
Partial returns are not accepted. If multiple items were ordered, the entire order must be returned — individual items from a multi-item order cannot be returned separately.
7. Refund Timeline
Once the returned item is received and inspected, your refund will be processed within 7 to 24 business days, subject to your bank’s processing times.
❌ Cancellation Policy
1. Cancellation Window
To cancel your order, you must contact us within 1 hour of placing the order. Cancellations requested after this window cannot be guaranteed.
2. Post-Dispatch Cancellations
If your order has already been handed over to the shipping courier at the time of your cancellation request, a shipping fee of SAR 30 will be deducted from your refund.
3. Tabby & Tamara Orders
For orders paid through Tabby or Tamara: when requesting a cancellation or return, you are required to provide a screenshot confirming that the full outstanding amount has been settled on the app before we can process your request.
4. Refund Timeline
Refunds are processed within 7 to 24 business days from the date of cancellation confirmation, depending on your bank or payment provider.
For any questions, reach out to Aurora’s customer support team — we’re here to help.
