Returns & Refunds
Thank you for shopping at Aurum Art! We try very hard to ensure all our customers are happy with their purchase but we do appreciate that we can’t make everyone 100% happy, 100% of the time so we try to make our return and refund process as simple as possible!
We have a 14-day return policy, which means you have 14 days from the date you receive your item, to request a return. If 14 days have passed since receiving your order, you will not unfortunately, be offered a refund and/or exchange but please get in touch anyway and we will try to find a solution that makes you happy!
Eligibility for Refunds & Exchanges
In order for your order to be eligible for a refund, it must fulfil the below requirements:
- You must notify us within 14 days of receiving your order that you would like to return it for a refund or exchange. Items sent back to us without first requesting a return may not be accepted.
- Your item must be unused and in the same condition that you received it.
- The item must be in the original packaging.
- You must provide a receipt or proof of purchase.
Items ineligible for Returns
Most of our products can be easily returned however certain types of items cannot be returned such as:
- Perishable goods (such as food, flowers, or plants)
- Custom products (such as special orders or personalized items)
- Personal care goods (such as beauty products)
- Gift cards
- Hazardous materials, flammable liquids, or gases
Exchanges
The fastest way to ensure you get what you want, is to return the item you have, and once the return is accepted, make a separate purchase for the new item. Please note, we are only able to replace items if they are defective or damaged.
If you are not in a rush, and prefer an exchange, please ensure you let us know this when you return your item to us so we can exchange it as requested. Please remember, depending on where you live, it may take additional time for the exchange transaction to complete.
Damages & Defects
We try hard to pack your order safely and securely (using eco-friendly packaging of course!), but we appreciate that sometimes accidents happen in the post.
Please inspect your order upon receipt and contact us immediately if the item is damaged, defective, or if you receive the wrong item, so that we can review the issue and find a suitable solution.
Returns Process
To start a return, please contact us at art@aurum.art. We are unfortunately unable to accept return requests over the phone.
1. Return Request
Email us to let us know that you would like to return your order. Please provide us with the following information:
- Order Number
- Item to be returned
- Reason for return (if any)
- Requested result (refund or exchange)
- Any photos or videos (in the case of damage through shipping or defective items)
- Full contact details (if they differ from those provided in your original order)
We will review the details of your return request and contact you when it has been approved with instructions on how to pack and post your parcel to us.
2. Pack & Post your parcel
Once your return request has been approved, please package your unwanted item carefully and safely to avoid damage in transit. We cannot be responsible for damaged caused during the return of items. Where possible, please use the original packaging. If you’re unable to do so, and you need to use alternative packaging, please think about the environment when you do!
Aurum Art
Rowlf Cottage
Leafield Road
Chipping Norton OX7 6EA
United Kingdom
We suggest that you return your item by a tracked or signed for service with the appropriate insurance cover to ensure traceability and appropriate compensation in the unlikely event that it gets lost.
Please note that if your country of residence is not United Kingdom, shipping your goods may take longer than expected.
You are responsible for paying for your own shipping costs for returning your item. We currently do not offer a pre-paid return service and we regret that we are unable to accept hand delivered returns in person to this address.
3. Receive your refund or Exchange
As soon as we receive your parcel we will send you an email to let you know so that you can rest assured it’s reached us safely. Once your returned item has been inspected, we will let you know of the outcome.
If approved, you’ll be automatically refunded on your original payment method within 14 business days. We are unable to refund to alternative payment methods. Please remember it can sometimes take a few days for your bank or credit card company to process and post the refund to your account so please be patient.
If your return was not approved, we will contact you and let you know what alternative solutions we can offer. Don’t worry – we aim to make all our artsy customers happy!
Late or missing refunds
If more than 15 business days have passed since we’ve approved your return and you have yet to receive your refund, please first check with your original payment method processor e.g. bank, credit card, Paypal etc. It often takes a few days for some financial institutions to process and post refunds to your account.
If you still haven’t received your refund, please contact us at art@aurum.art.
Still Need help?
If you still need further help, please don’t hesitate to contact us at art@aurum.art. We will try our utmost to help!