Refund policy

1. Right of withdrawal — 14 days
If you are a consumer, you have 14 days from the day you receive your order to tell us that you are withdrawing from the contract, without giving any reason and without penalty. Where an order is delivered in several parts, the period runs from receipt of the last item.

To exercise the right, send us an unambiguous statement before the 14 days expire — an email to info@auroradu.com quoting your order number is enough. You may also use the model withdrawal form set out in our Terms of Sale, but you are not obliged to.

Once you have told us, you then have a further 14 days to send the goods back.

2. Condition of returned items
Please return items in the condition in which you would have been able to examine them in a shop: unworn, unwashed, unaltered, with their tags and original packaging.

You may handle and try on an item to establish its nature, characteristics and how it works. You are liable only for any loss in value resulting from handling that goes beyond that — for example a garment that has been worn out, altered, stained or damaged — and we may deduct that loss in value from your refund.

3. Return shipping costs
Where you withdraw from the contract, the cost of returning the goods is yours. We will confirm the return address by email once you have notified us.

We recommend using a tracked service and keeping proof of dispatch, since you bear the risk of the return parcel until it reaches us.

4. Your refund
We refund all payments received from you, including the standard outbound delivery charge, within 14 days. If you chose a more expensive delivery option than our standard service, we refund the standard rate.

We may withhold the refund until we have received the goods back, or until you have supplied proof that you have sent them, whichever happens first.

Refunds are made using the same payment method you used for the original transaction, unless you expressly agree otherwise. The refund costs you nothing. Your bank may take a few additional days to show the credit.

5. Items excluded from the right of withdrawal
The law excludes a small number of items, in particular goods made to your measurements or personalised at your request, and sealed goods that are not suitable for return for reasons of hygiene once unsealed. Where an item is excluded, this is stated clearly on its product page before you order.

6. Faulty, damaged or incorrect items
This section is separate from, and in addition to, the right of withdrawal.

If an item arrives damaged, faulty, or is not what you ordered, contact us at info@auroradu.com with your order number and photographs. We pay the return shipping and, at your choice, repair or replace the item, or refund you in full where repair and replacement are impossible or disproportionate.

You benefit from the legal guarantee of conformity and the guarantee against hidden defects, both described in our Terms of Sale. Nothing in this policy limits those rights.

7. Exchanges
We do not process direct exchanges. If you would like a different size or piece, withdraw from the contract for the item you have and place a new order.

8. Sale items
Items bought at a reduced price carry exactly the same withdrawal rights and legal guarantees as items bought at full price.

9. How to start a return
Email info@auroradu.com with your order number and the item(s) concerned. We will reply with the return address and instructions.

10. Complaints
If you are not satisfied with how a return or refund has been handled, write to us at info@auroradu.com and we will look at it again. Your legal rights are unaffected.