Refund policy

At AURORA, we want you to love every light you bring home. If you're not completely satisfied with your order, we're here to help with a simple and fair return process.

30-Day Return Guarantee

We offer a 30-day return policy from the date your order is delivered. If 30 days have passed since delivery, we may be unable to offer a refund or replacement.

Eligible Returns

You can request a return or replacement if:

  • Your item arrived damaged or defective.

  • You received the wrong item.

  • Your item is missing parts due to our error.

  • The product is unused, in its original packaging, and in the same condition you received it.

Items That Cannot Be Returned

For hygiene and quality reasons, we cannot accept returns for:

  • Used or heavily worn products.

  • Products damaged through misuse, accidents, or improper handling.

  • Items returned without their original packaging or accessories.

  • Sale or clearance items, unless they arrive damaged or incorrect.

Damaged or Incorrect Orders

If your order arrives damaged or you receive the wrong product, contact us within 48 hours of delivery.

Please include:

  • Your order number.

  • Clear photos or videos showing the issue.

  • A brief description of the problem.

We'll review your request and send a replacement or issue a refund if approved.

Refunds

Once we receive and inspect your returned item, we'll notify you of the status of your refund.

If approved, your refund will be processed to your original payment method within 5–10 business days. Depending on your bank or payment provider, it may take additional time for the funds to appear in your account.

Return Shipping

  • If the return is due to a damaged, defective, or incorrect item, we cover the return shipping cost.

  • If you're returning an item for any other eligible reason, the customer is responsible for return shipping costs.

Order Cancellation

Orders can be cancelled within 12 hours of purchase, provided they have not been processed or shipped.

Once an order has been shipped, it cannot be cancelled.

How to Start a Return

To request a return or refund, contact our support team with your order details.

Please include:

  • Order number.

  • Full name.

  • Email used for the order.

  • Reason for the return.

  • Photos or videos if the item is damaged or incorrect.

We'll respond within 1–2 business days with the next steps.