Refund policy

Refund Policy

Last updated: September 9, 2026

Thank you for shopping with Aureus. We want you to be happy with your purchase. Please read this policy carefully, as it explains your options for returns, refunds, and exchanges, and how we handle damaged, defective, or incorrect items.

1. Order Cancellations

Orders can be changed or cancelled free of charge within 12 hours of purchase, as outlined in our Shipping Policy [LINK]. After this window, your order enters fulfillment with our supplier and can no longer be cancelled or modified. If you contact us after this window, we're happy to help with a return once the item arrives instead.

2. Return Eligibility

You may request a return within 14 days of the delivery date shown on your tracking information. To be eligible for a return:

  • The item must be unused, unworn, and in the same condition you received it;

  • The item must be in its original packaging, with tags attached where applicable; and

  • You must have proof of purchase (order number or confirmation email).

Requests made after 14 days, or for items that don't meet the above conditions, may be declined at our discretion.

Note: Because Aureus ships items directly from our fulfillment partners, we are unable to offer prepaid return labels at this time. Return shipping costs are covered by the customer, except where the return is due to our error (see Section 4 below).

3. Non-Returnable Items

The following items are not eligible for return or refund, except where the item arrives damaged, defective, or incorrect:

  • Final sale, clearance, or discounted items marked as such at checkout;

  • Personal care, hygiene, or intimate-use items once opened;

  • Gift cards; and

  • Custom, personalized, or made-to-order items.

4. Damaged, Defective, or Incorrect Items

If your item arrives damaged, defective, or different from what you ordered, we will make it right at no cost to you — either through a replacement or a full refund, our choice.

To report an issue, please contact us within 72 hours of delivery at support@shopaureus.com with:

  1. Your order number;

  2. A clear photo or short video of the item showing the issue; and

  3. A brief description of the problem.

Claims reported after 72 hours, or without supporting photos/video, may be more difficult for us to verify with our supplier and may not be eligible for a resolution. We investigate every report in good faith and will not ask you to ship a defective item back at your own expense unless we've agreed on that approach with you in advance.

5. How to Start a Return

To start a standard (non-defective) return, email support@shopaureus.com with your order number and reason for return. We'll confirm your eligibility and provide the return address and instructions. Please do not send items back without contacting us first — items returned without prior authorization may not be processed.

6. Refunds

Once your return is received and inspected, or once a damaged/defective claim is approved, we will notify you of the outcome. If approved, your refund will be issued to your original payment method within 5–10 business days. Please note that your bank or card issuer may take additional time to post the refund to your statement.

Original shipping charges are non-refundable, except where the return is due to our error.

7. Late or Missing Refunds

If you haven't received a refund after the timeframe above:

  1. Check your bank account or card statement again;

  2. Contact your credit card company or bank, as posting times vary; and

  3. If you've done this and still have not received your refund, contact us at support@shopaureus.com.

8. Exchanges

We currently do not offer direct exchanges. If you'd like a different size, colour, or product, please request a return for a refund (or replacement, if the original item was damaged or defective) and place a new order for the item you'd like instead.

9. International Orders

International customers are responsible for return shipping costs and any customs or duty fees incurred in either direction. Given these costs, we encourage international customers to first reach out to support@shopaureus.com to discuss the best resolution — in many cases a partial refund or replacement may be offered as an alternative to a full return.

10. Chargebacks & Disputes

If something isn't right with your order, please contact us before opening a chargeback or payment dispute — we resolve the large majority of issues directly and quickly this way. Our full chargeback and dispute-resolution terms are set out in our Shipping Policy [LINK], and apply equally to refund-related disputes.

11. Changes to This Policy

We may update this Refund Policy from time to time. Changes will be posted on this page with a revised "Last updated" date and apply to orders placed after the update.

12. Contact Us

Questions about a return or refund? We're happy to help.

📧 support@shopaureus.com
🌐 shopaureus.com