REFUND & RETURNS POLICY — AURELSTON™
Last Updated: [Insert Date]
We curate high-end luxury items and many are made-to-order, oversized, or customized, which limits return eligibility.
1. ORDER CANCELLATION
Cancellations must be requested within 24 hours of placing an order.
After 24 hours, production and logistics begin, and cancellations may not be possible.
2. RETURNS
Due to the nature of luxury, large-format items (saunas, massage chairs, sculptural furniture, wellness systems), we only accept returns under the following conditions:
✔ Eligible for Return:
- Defective upon arrival
- Wrong item received
- Damaged during transit (with evidence)
✖ Not Eligible for Return:
- Buyer’s remorse
- Size, color, or aesthetic preference
- Products that have been installed or used
- Made-to-order items
- Items marked Final Sale
3. DAMAGE CLAIMS
If a product arrives damaged, please follow these steps strictly:
- Take photos/videos within 48 hours of delivery
- Email support@aurelston.com
- Include packaging photos + carrier documentation
We will coordinate replacement or repair depending on supplier policy.
4. REFUNDS
Refunds (if approved):
- Are processed to the original payment method
- May take 5–10 business days
- Exclude shipping charges
- Are subject to inspection and approval from our supplier/manufacturer
5. EXCHANGES
Exchanges are handled case-by-case only for defective or incorrect items.
6. NON-RETURNABLE ITEMS
- Customized or made-to-order products
- Large wellness systems
- Opened hygiene-related items
- Gift cards