Refunds and returns
This Returns, Refunds & Cancellation Policy explains how cancellations, change-of-mind returns, exchanges, faulty items, and refunds are handled for orders placed on Aurenos.com.
Nothing in this policy limits or removes any rights you may have under the Australian Consumer Law.
Cancellation Policy
You may cancel your order at any time before it has been dispatched.
If your order has not yet been dispatched, we will cancel it and issue a full refund to your original payment method.
If your order has already been dispatched, it can no longer be cancelled before delivery. However, you may still request a return once it has been delivered, in line with this policy.
To request a cancellation, please email us at:
Email: contact@aurenos.com
Please include your order number.
Change-of-Mind Returns
For change-of-mind returns, you have 30 days from the date of delivery to request a return.
This 30-day period applies to change-of-mind returns only and does not limit any rights you may have under the Australian Consumer Law.
To be eligible for a change-of-mind return:
The item must be unused and in the same condition in which you received it
The item must be returned in its original packaging, where possible
The item must not show signs of wear, damage, washing, alteration, or misuse
To request a return, please email us at:
Email: contact@aurenos.com
Please include your order number and the reason for your return request.
Once your return request is approved, we will send you the return instructions and the return address by email.
Please note that our return address is located in China.
For change-of-mind returns, return postage costs are the customer’s responsibility. The cost of returning the item to China will depend on the courier or shipping company used by the customer, and we do not set or control the return shipping price.
Return postage costs for change-of-mind returns are non-refundable.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Nothing in this Returns, Refunds & Cancellation Policy limits or removes any rights you may have under the Australian Consumer Law.
If your item is faulty, damaged, incorrect, not as described, or otherwise does not meet the consumer guarantees that apply under Australian law, please contact us within a reasonable time after you become aware of the issue.
Where required under the Australian Consumer Law, you may be entitled to a replacement, refund where suitable, or another appropriate remedy depending on the nature of the issue.
If the issue is confirmed to be a fault, damage, incorrect item, or another issue covered by the Australian Consumer Law, you will not be responsible for paying the return postage costs.
Damaged, Faulty, or Incorrect Items
If you receive an item that is damaged, faulty, or incorrect, please contact us within a reasonable time after delivery.
Please email us at:
Email: contact@aurenos.com
Please include:
Your order number
The email address used to place the order
A clear description of the issue
Clear photographs of the item and the issue
Once we review the issue, we will provide an appropriate solution in line with the Australian Consumer Law. This may include a replacement, refund, return instructions, or another suitable remedy depending on the circumstances.
If the product is damaged, faulty, or incorrect, the customer will not be responsible for paying the return postage costs.
Refunds
Once we receive your returned item, we will inspect it and notify you that we have received it.
We will then let you know whether your refund has been approved.
If approved, your refund will be issued to your original payment method, such as your credit card, debit card, or PayPal account.
Please allow 5 to 10 business days for the refund to appear, although processing times may vary depending on your payment provider.
Return Postage
If you are returning an item because you no longer want it, ordered the wrong size, changed your mind, or decided the item is not suitable for you, you will be responsible for paying the return postage costs.
Please note that change-of-mind returns must be sent to our return address in China.
The return shipping cost is not fixed and will depend on the courier or shipping company you choose to use.
If the item is damaged, faulty, incorrect, or not as described, please contact us first so we can review the issue and provide the appropriate return or refund instructions. In these cases, the customer will not be responsible for paying the return postage costs where required under the Australian Consumer Law.
Exchanges
If your item is in new condition, you may request an exchange for a different size or colour, subject to availability.
The original item must be returned to us first before a replacement can be sent.
For change-of-mind exchanges, the customer is responsible for the return postage costs.
If the exchange is required because we sent the wrong item, wrong size, wrong colour, or because the item is faulty or damaged, the customer will not be responsible for paying the return postage costs.
Contact Us
If you have any questions about this Returns, Refunds & Cancellation Policy, please contact us at:
Email: contact@aurenos.com
Company Information
Aurenos.com is operated by Aurenos Limited.
Aurenos Limited is a limited company registered in Hong Kong.
Business Registration Number: 80303707
Registered address:
2301, 23/F, Bayfield Building
99 Hennessy Road
Wan Chai
Hong Kong
Email: contact@aurenos.com