Thank you for shopping with aurebrook.uk. We want you to be satisfied with your purchase. This Return and Refund Policy explains your rights and the procedures for returning products purchased through our website.
1. Right to Cancel
If you are purchasing as a consumer, you have the right to cancel your order within 14 calendar days of receiving your goods without providing a reason.
To exercise your right to cancel, you must notify us of your decision by email before the cancellation period expires.
Once cancellation has been requested within the applicable period, you must return the goods within 14 days of informing us of your decision.
2. Return Eligibility
To qualify for a return, items must:
- Be returned within the applicable return period.
- Be unused and in resalable condition.
- Include original packaging, accessories, manuals, and any included components where applicable.
- Not show signs of misuse, damage, alteration, or excessive handling beyond what is necessary to inspect the product.
We reserve the right to reduce the refund amount if the value of the product has been diminished due to unnecessary handling.
3. Non-Returnable Items
The following items may not be eligible for return unless faulty or not as described:
- Gift cards and promotional vouchers.
Nothing in this policy affects your statutory rights regarding faulty, damaged, or incorrectly supplied products.
4. Faulty, Damaged, or Incorrect Items
If you receive an item that is:
- Damaged during transit,
- Defective,
- Faulty, or
- Different from the item ordered,
please contact us within 30 days of receiving the product.
To assist with the review process, we may request:
- Your order number;
- A description of the issue;
- Photographs showing the defect, damage, or incorrect item.
Where a product is confirmed to be faulty, damaged, or incorrectly supplied, we will provide an appropriate remedy, which may include a replacement, repair, refund, or partial refund as permitted by applicable law.
5. Refund Process
Once returned goods are received and inspected, we will notify you of the outcome.
If approved, refunds will be issued using the original payment method whenever possible.
Approved refunds are generally processed within 14 days of:
- Receiving the returned goods; or
- Receiving acceptable evidence that the goods have been returned.
Processing times may vary depending on your payment provider or financial institution.
6. Return Shipping Costs
- If you are exercising your statutory right to cancel, you are generally responsible for return shipping costs unless otherwise stated.
- If the product is faulty, damaged, or incorrectly supplied, reasonable return shipping costs may be reimbursed where appropriate.
- We recommend using a tracked shipping service when returning products, as we cannot guarantee receipt of items lost during return transit.
7. Return Address
Returns should only be sent after receiving return instructions from our customer support team.
Return Address:
AUREBROOK LTD
133 Sellincourt Road
London, England
SW17 9RZ
8. Exchanges
We do not guarantee direct exchanges. Customers wishing to obtain a different item may be asked to return the original product and place a new order, subject to stock availability.
9. Consumer Rights
Nothing in this Return and Refund Policy limits or excludes any rights available to consumers under applicable consumer protection laws in the United Kingdom.
10. Contact Us
If you have any questions regarding returns, refunds, or cancellations, please contact us:
Email: tracycarr383@hotmail.com
Phone: +44 7545 587848
Our customer support team aims to respond to return-related enquiries within 1–2 business days.