Return Policy

Before you begin

Eligibility depends on the product type, condition, timing, and reason for the request.

Keep the item, packaging, labels, accessories, and proof of purchase until the request is resolved. Do not send a product back before receiving return instructions, as the destination and collection method may vary.

This policy does not reduce any remedy available for defective goods, deficient services, or other rights that cannot lawfully be restricted.

Order cancellation

The fastest option is to cancel before fulfilment begins.

• Use the cancellation option on the order details page while it is available.
• If the option is no longer shown, contact support immediately; cancellation cannot be guaranteed after processing or shipment begins.
• If we approve cancellation after payment, the refund is initiated to the original payment method.
• We may cancel an order for stock, serviceability, payment, verification, pricing, or legal reasons and will notify you using the available contact details.

Physical-product return eligibility

Request a return within 7 calendar days after recorded delivery unless a different product-specific period is shown.

• The item must be unused, unwashed, unaltered, and in resalable condition.
• Original packaging, tags, certificates, manuals, accessories, and bundled items must be included.
• A proof of purchase and the order reference are required.
• The request must identify the item and reason clearly; photographs may be requested to assess condition.

Damaged, defective, or incorrect items

Report these issues within 48 hours after delivery so we can investigate promptly.

• Keep the external packaging and shipping label.
• Take clear photographs or a short video of the package, item, and affected area.
• Include the order reference and a concise description of the issue.
• After verification, we may offer replacement, exchange, repair, store resolution, or refund as appropriate and subject to availability.

Items that are generally not returnable

Some products cannot be accepted for change-of-mind returns.

• Personalised, customised, made-to-order, or specially sourced items.
• Items marked final sale or non-returnable before purchase.
• Products that have been used, washed, altered, damaged after delivery, or returned incomplete.
• Hygiene-sensitive or sealed products after the seal has been opened, where applicable.
• Gift cards, vouchers, and services already performed.
• Digital content after it has been accessed, streamed, or downloaded, except for a verified issue described below.

Digital products and downloads

Digital purchases are generally final once access or download has been supplied.

Contact us if you were charged more than once, cannot access the purchased file, receive a corrupt file, or believe the content is materially different from its description. We will investigate and may restore access, replace the file, correct the charge, or provide another legally appropriate remedy.

Device incompatibility alone is not a return reason when requirements were disclosed, but our team will try to help identify a workable access route.

How to request a return

Send one complete request so we can resolve it faster.

• Open Contact and provide the email used for the order.
• Use a subject such as "Return request - [order reference]".
• List the item, quantity, reason, delivery date, and preferred resolution.
• Attach or offer clear evidence for damage, defect, missing parts, or an incorrect item.
• Wait for approval and packing or collection instructions before dispatching the item.

Start a return request

Return shipping and inspection

Responsibility for return transport depends on the reason.

For an approved damaged, defective, or incorrect-item claim, Aurofeather will arrange or reimburse reasonable return transport as communicated. For an approved change-of-mind return, return transport may be deducted from the refund or paid by the customer.

Returned goods are inspected against the approved request. We may decline a return or make a proportionate deduction where the item is used, incomplete, damaged after delivery, or materially different from the condition described.

Refunds and exchanges

Approved refunds are initiated after cancellation confirmation or return inspection.

• Refunds normally return to the original payment method.
• After approval, processing is usually initiated within 7–10 business days; banks and payment providers may take additional time to display the credit.
• Original delivery charges are generally not refundable for change-of-mind returns but are refunded when the entire order is returned because of our verified error or a covered defect.
• Exchanges depend on inventory and delivery serviceability. If a replacement is unavailable, we may offer a refund instead.
• Promotional discounts, coupons, and bundled pricing may be recalculated when only part of an order is returned.

Need help with a return?

Our team will review the order and explain the available next step.

Contact us with the order reference and do not include card numbers, banking passwords, or OTPs. For delivery issues, reporting quickly and retaining packaging helps us investigate with the carrier.

Contact the support team