Complaints & Dispute Resolution

At Aurenos, we aim to provide clear, fair and prompt support to all customers.

If you are unhappy with your order, our products, delivery, returns process, refund handling, or customer service, you may raise a complaint using the procedure below.

This Complaints & Dispute Resolution Policy explains how customers can contact us, how complaints are handled, expected response times, and what options may be available if a complaint cannot be resolved.

1. Business Details

Trading name: Aurenos
Legal company name: Aurenos Limited
Business Registration Number: 80303707
Registered office address: 2301, 23/F, Bayfield Building, 99 Hennessy Road, Wan Chai, Hong Kong
Customer service email: contact@aurenos.com
Complaints email: contact@aurenos.com
Website: aurenos.com

2. How to Make a Complaint

If you wish to make a complaint, please contact us by email at:

Email: contact@aurenos.com

Please include the following information so that we can investigate your complaint properly:

Your full name
Your order number
The email address used to place the order
A clear description of the issue
Any relevant photos, screenshots, tracking information, or other supporting evidence

You may also contact us by post at:

Postal address:
2301, 23/F, Bayfield Building
99 Hennessy Road
Wan Chai
Hong Kong

3. Complaint Response Times

We will handle complaints fairly and as quickly as possible.

We aim to:

Acknowledge your complaint within 1 business day
Investigate your complaint and provide a full response within 7 calendar days

If we need more time to investigate your complaint, we will contact you and explain the reason for the delay.

4. How We Handle Complaints

Once we receive your complaint, we will review the details and may ask you for further information if required.

Depending on the issue, we may review:

Your order details
Delivery and tracking information
Product information
Previous communication with our customer service team
Photographs or evidence provided by you
Our delivery, returns, refunds and cancellation policies
Your rights under the Australian Consumer Law

Where appropriate, we may offer a suitable remedy, which may include a refund, replacement, exchange, order cancellation, return instructions, or another appropriate solution in accordance with your rights under the Australian Consumer Law and our published policies.

5. Your Rights Under the Australian Consumer Law

Nothing in this policy affects your rights under the Australian Consumer Law.

Our goods come with guarantees under the Australian Consumer Law. If a product does not meet a consumer guarantee, you may be entitled to a remedy, depending on the circumstances. This may include a replacement, refund, or another appropriate solution.

A product may have a problem if it is faulty, unsafe, significantly different from its description or images, not fit for its usual purpose, or does not meet the consumer guarantees that apply under Australian law.

For information about delivery, returns and refunds, please also read our:

Delivery Information
Returns, Refunds & Cancellation Policy
Terms of Service

6. If Your Complaint Is Not Resolved

If we cannot resolve your complaint, we will provide our final response in writing.

Our final response will explain:

Our position on the complaint
Any remedy we are offering
The reason for our decision
Any further options available to you

If your complaint is not resolved, you may be able to contact the consumer protection agency in your Australian state or territory for further information. You may also report a consumer issue to the ACCC.

Please note that the ACCC does not resolve individual complaints or provide legal advice, but it may use reports to identify broader consumer law issues.

This does not affect your rights under the Australian Consumer Law.

7. Contact Us

For complaints or questions about this policy, please contact us at: