Refund policy
14-day returns
We offer a 14-day return policy for eligible items. This means you have 14 days after receiving your item to contact us and request a return.
Under our standard return policy, items should be returned in the same condition in which they were received, unworn or unused, and in their original packaging. Please also keep your receipt or proof of purchase.
These conditions apply to our standard return policy and do not limit any statutory consumer rights that may apply to your order.
How to start a return
To start a return, please contact us at hello@auralite-atelier.com.
Please contact us before sending an item back so we can provide the correct return address and return instructions.
Items returned without contacting us first may experience delays in processing. This does not affect any statutory cancellation or return rights that may apply.
Natural stone variations
Each natural stone may vary slightly in color, pattern, texture, clarity, or inclusions.
Natural variations consistent with the characteristics described and shown on the product page are part of the material and are not, by themselves, considered defects.
Return shipping
For standard change-of-mind returns, return shipping costs are the responsibility of the customer unless otherwise stated.
If your item arrives damaged, defective, or incorrect, please contact us so we can review the issue and arrange the appropriate next step.
Where applicable consumer law provides additional rights or requires us to cover particular shipping costs, those rights will apply.
Damages and issues
Please inspect your order when it arrives.
If the item is defective, damaged, or you receive the wrong item, please contact us within 48 hours where possible, with your order number, a brief description, and clear photos of the item and packaging.
We will review the issue and work with you on the appropriate solution. Contacting us after 48 hours does not affect any statutory rights you may have.
Made-to-order and custom items
Made-to-order pieces selected from the standard options shown on our website, including Choose Your Stone pieces, are eligible for our standard 14-day return policy.
If we accept a custom request outside the listed options, we will confirm any different return conditions with you before the order is placed.
Such custom or clearly personalized pieces may not be eligible for cancellation or return where permitted by applicable law.
Please contact us before ordering if you are unsure whether a particular request would be considered custom.
Gift cards
Gift cards, if offered, are non-returnable except where required by applicable law.
Exchanges
The simplest way to exchange a piece is to contact us first, return the original item following the return instructions provided, and place a separate order for the new piece.
If you need help choosing an alternative, you are welcome to contact us before placing the new order.
UK consumer rights
Customers in the United Kingdom may have statutory cancellation and return rights in addition to Auralite Atelier’s standard return policy.
For eligible distance purchases, UK customers generally have 14 days after delivery to notify us that they wish to cancel, followed by a further 14 days to return the goods.
Where required by law, eligible statutory cancellations will also include a refund of standard outbound delivery charges. If you selected a more expensive delivery option, any additional cost above the standard delivery charge may not be refundable.
Certain statutory cancellation rights may not apply to goods made to the customer’s specifications or clearly personalized.
Nothing in this policy limits any statutory rights you may have under UK consumer law.
Refunds
We will notify you once your return has been received and inspected.
Where a refund is due, it will be issued to your original payment method. We process refunds promptly and within any timeframe required by applicable law.
Please remember that your bank or card provider may require additional time to process and post the refund after it has been issued.
If more than 15 business days have passed since we issued your refund, please contact us at hello@auralite-atelier.com