Refund policy
<p><em>Last updated: 03/08/2026</em></p>
<p>We want you to love your Aurorely piece. Because every item is personalized and made to order specifically for you, our return policy differs from that of a typical retailer. Please read it carefully before ordering.</p>
<h3>Personalized Items Are Final Sale</h3>
<p>Every Aurorely product is custom-engraved with the name, date, or text you provide. These items cannot be restocked or resold. For this reason:</p>
<p><strong>Personalized items are not eligible for return, exchange, or refund for change of mind, buyer's remorse, or errors in the personalization details you submitted.</strong></p>
<p>This includes, but is not limited to:</p>
<ul>
<li>Misspelled names or incorrect dates entered at checkout</li>
<li>Choosing the wrong size, wood finish, or design option</li>
<li>The item not matching your expectations of size, color, or wood grain</li>
<li>Ordering the item as a gift and the recipient not wanting it</li>
</ul>
<p><strong>Please proofread your personalization carefully before completing checkout.</strong> We engrave exactly what you type, character for character, including capitalization and spacing. We do not correct spelling or grammar.</p>
<p>Because wood is a natural material, slight variation in grain, tone, and knot pattern is expected and is not considered a defect.</p>
<h3>When We Will Make It Right</h3>
<p>We stand fully behind our workmanship. We will replace your item free of charge, or issue a full refund, in these cases:</p>
<ul>
<li><strong>Item arrived damaged or broken</strong> — contact us within 7 days of delivery with photos of the item and the outer packaging</li>
<li><strong>Manufacturing defect</strong> (cracked wood, engraving error on our end, finish flaw) — contact us within 14 days of delivery with photos</li>
<li><strong>We engraved something different from your order</strong> — contact us within 14 days of delivery with photos</li>
<li><strong>You received the wrong product</strong> — contact us within 14 days of delivery with photos</li>
<li><strong>Your order never arrived</strong> — see our <a href="/policies/shipping-policy">Shipping Policy</a></li>
</ul>
<p>In these cases you do <strong>not</strong> need to return the original item unless we specifically ask you to.</p>
<h3>Non-Personalized Items</h3>
<p>If you purchase a non-personalized item from our catalog, you may return it within <strong>30 days of delivery</strong> provided it is unused and in its original packaging.</p>
<ul>
<li>Return shipping is paid by the customer unless the item was defective or incorrect.</li>
<li>A refund will be issued to your original payment method within 5–10 business days of us receiving the item.</li>
<li>Original shipping charges are non-refundable.</li>
</ul>
<p>Please email support@aurorely.com to request a return authorization before shipping anything back. Returns sent without authorization cannot be processed.</p>
<h3>Order Cancellation</h3>
<p>You may cancel your order for a <strong>full refund within 12 hours of placing it</strong>, provided production has not yet begun.</p>
<p>Once your item enters production it cannot be cancelled — engraving is permanent and the piece cannot be reused.</p>
<p>To cancel, email support@aurorely.com with your order number and the word CANCEL in the subject line.</p>
<h3>How to Start a Claim</h3>
<p>Email <strong>support@aurorely.com</strong> with:</p>
<ol>
<li>Your <strong>order number</strong></li>
<li>A clear description of the problem</li>
<li><strong>Photos</strong> of the item as received, and of the outer shipping box if it was damaged</li>
</ol>
<p>We respond within 24 hours on business days. Most claims are resolved within 2 business days.</p>
<h3>Refund Processing</h3>
<p>Approved refunds are issued to your original payment method. Please allow <strong>5–10 business days</strong> for the funds to appear in your account — the exact timing depends on your bank or card issuer.</p>
<p>If more than 10 business days have passed since we confirmed your refund and you still have not received it, please contact your bank first, then email us.</p>
<h3>Gift Orders</h3>
<p>If you received an Aurorely item as a gift and it arrived damaged or defective, contact us with the order number from the packing slip. We will arrange a replacement shipped directly to you.</p>
<h3>Chargebacks</h3>
<p>If you have a problem with your order, please contact us first. We resolve the overwhelming majority of issues within 48 hours. Filing a chargeback before contacting us significantly delays resolution and may result in your account being restricted from future purchases.</p>
<h3>Contact Us</h3>
<p><strong>AURORELY LLC</strong><br>
1200 Lake Saint Louis Blvd, Lake Saint Louis, MO 63367, United States<br>
Email: support@aurorely.com<br>
Response time: within 24 hours, Monday through Friday</p>