Refund policy
RETURN & REFUND POLICY
Last Updated: 10 October 2026
1. OUR POLICY
At AURENLIO, we create distinctive fashion pieces that explore individuality, unconventional design and creative expression. Our collections may include individually crafted pieces, handmade designs, one-of-a-kind creations, made-to-order products, customised items, limited releases, small-batch productions and ready-to-ship products.
Due to the nature of our designs and the limited availability of certain pieces, we generally do not accept returns, exchanges or cancellations for reasons of personal preference or change of mind, except where required by applicable consumer protection law or expressly stated in this policy.
We strongly encourage all customers to review the product description, measurements, materials, images, production details and other relevant information carefully before placing an order.
Nothing in this policy excludes, restricts or limits any consumer rights that cannot lawfully be excluded under the laws applicable to your purchase.
2. FINAL SALE POLICY
Unless a return, exchange, cancellation or refund is required by applicable law or expressly approved by AURENLIO in writing, all orders are considered final sale.
We do not ordinarily accept returns or exchanges for reasons including, but not limited to:
- Change of mind after placing an order.
- Personal preference or a change in styling preferences.
- Selecting the wrong size or colour.
- An item not fitting or looking as expected where the item matches its stated description and measurements.
- Differences between the actual product colour and its appearance on a screen, where these arise from display settings, lighting or photography.
- A failure to review the product description, measurements, materials, care instructions or other information provided before purchase.
- A decision that the item no longer suits the customer’s needs or intended use.
This policy does not apply to situations where a customer is legally entitled to cancel an order, reject goods, receive a repair or replacement, or obtain a refund.
3. ONE-OF-A-KIND, HANDMADE AND INDIVIDUALLY CRAFTED PIECES
Certain AURENLIO pieces are individually crafted or produced in very limited quantities. Some may feature distinctive construction, experimental materials, hand-finishing or design details that make each piece unique.
Due to their individual nature and limited resale potential, these products are generally not eligible for return or exchange for change of mind, subject to any applicable statutory rights.
Where a product is handmade or individually finished, minor variations in texture, finish, dimensions or appearance may occur. Such variations are not automatically considered defects when they are consistent with the product description and the nature of the design.
This does not affect your rights if a product is faulty, materially different from its description or otherwise fails to meet applicable legal requirements.
4. MADE-TO-ORDER AND CUSTOMISED PRODUCTS
Some AURENLIO products are made or prepared after an order is placed. Others may be produced according to specifications, measurements or customisation requests provided by the customer.
The estimated production timeframe, where applicable, will be stated on the relevant product page or communicated to the customer before purchase.
Please note:
- Made-to-order products are not necessarily the same as legally personalised or customised products. Whether a cancellation exception applies depends on the nature of the order and the applicable law.
- Products made to the customer’s specifications or clearly personalised may be exempt from certain statutory cancellation rights where the relevant legal requirements are met.
- Once production, material preparation or custom work has commenced, we generally cannot accommodate cancellation requests or changes to the order, except where required by applicable law.
- Changes to measurements, materials, colours, design details or other specifications cannot be guaranteed once an order has been confirmed.
- If you provide measurements, design specifications or other personal instructions, please ensure that the information is accurate and complete before submitting your order.
Where a product is eligible for a statutory cancellation right, this right will be honoured in accordance with the applicable law, regardless of whether production has begun, where the law requires it.
5. LIMITED RELEASES AND SMALL-BATCH PRODUCTS
Certain designs may be released in limited quantities or produced in small batches. Once sold, a particular design, material or variation may not be restocked.
For this reason, limited-release and small-batch products are generally final sale for change-of-mind requests, subject to applicable consumer rights.
Limited availability does not remove your right to an appropriate remedy if an item is faulty, materially misdescribed or otherwise fails to meet applicable legal requirements.
6. READY-TO-SHIP PRODUCTS
Ready-to-ship products are items that are available for dispatch without requiring individual production after the order is placed.
Ready-to-ship status does not, by itself, determine whether a product is eligible for cancellation or return. Any applicable statutory cancellation rights will depend on the destination country’s laws and the specific circumstances of the purchase.
Where no statutory cancellation right applies, ready-to-ship products are final sale for change-of-mind requests unless AURENLIO expressly agrees otherwise in writing.
7. ORDER CANCELLATIONS AND CHANGES
Please review your order carefully before completing checkout.
Once an order has been placed and confirmed, we generally cannot guarantee cancellation, modification, changes to product selection, address changes or other amendments.
For made-to-order and customised products, changes may be particularly difficult once production or preparation has begun.
If you notice an error in your order details, contact us as soon as possible at aurenlio@qq.com. We will consider the request where practical, but we cannot guarantee that a change can be made.
Nothing in this section overrides a cancellation right that applies under mandatory consumer protection law.
8. FAULTY, INCORRECT OR MATERIALLY MISDESCRIBED ITEMS
We take care to ensure that product information is accurate and that orders are checked before dispatch.
If you receive an item that is faulty, damaged before delivery, incorrect or materially different from its description, please contact us as soon as reasonably possible.
Please email aurenlio@qq.com with the following information:
- Your order number.
- A clear description of the issue.
- Relevant photographs or videos showing the item and the issue, where available.
- Photographs of the packaging, shipping label or parcel, if relevant.
We will review the information and may request further details to help assess the issue.
Where a product is confirmed to be faulty, incorrect or materially misdescribed, we will provide the remedy required by applicable law. Depending on the circumstances and the relevant legal requirements, this may include a repair, replacement, price reduction or refund.
We will not refuse a valid statutory claim solely because an item is handmade, made-to-order, customised, limited edition or marked as final sale.
Please do not return an item before contacting us and receiving return instructions, unless applicable law requires otherwise.
9. DAMAGE DURING SHIPPING
If your parcel arrives with visible damage, please retain the packaging and take photographs of the parcel, shipping label and affected item.
Contact us at aurenlio@qq.com as soon as reasonably possible so that we can investigate the matter and liaise with the relevant delivery service where necessary.
Please note that a request to report shipping damage promptly is intended to help with the investigation. It does not remove or shorten any statutory rights you may have.
10. CONDITION OF RETURNED ITEMS
Where a return is accepted or legally required, the item should be returned with all original components, accessories, packaging and documentation supplied with it, to the extent reasonably possible.
Please take reasonable care of the item while it is in your possession.
Where permitted by applicable law, we may account for a reduction in the item’s value caused by handling beyond what is reasonably necessary to inspect its nature, characteristics and functioning.
We will not impose a deduction or reject a return where doing so would be inconsistent with mandatory consumer protection law.
11. RETURN SHIPPING COSTS
For returns required because an item is faulty, incorrect or materially misdescribed, AURENLIO will arrange or reimburse reasonable return shipping costs where required by applicable law.
For voluntary returns expressly accepted by AURENLIO, the return shipping arrangements and responsibility for costs will be confirmed in writing before the item is returned.
Where a customer exercises a statutory right to cancel an eligible online purchase, the customer may be responsible for the direct cost of returning the goods if the applicable law permits this and the required information was provided before purchase.
Please use a trackable shipping service where available and retain your proof of postage. AURENLIO cannot guarantee the safe arrival of a parcel sent without appropriate tracking or proof of dispatch.
12. REFUNDS AND REFUND PROCESSING
Where a refund is approved or legally required, it will be processed in accordance with the applicable law and the circumstances of the case.
Unless applicable law requires otherwise:
- Refunds will generally be issued to the original payment method.
- Processing times may vary depending on the payment provider, bank or card issuer.
- Original shipping charges, expedited shipping fees, duties or taxes will be handled in accordance with applicable law and the circumstances of the order.
- We cannot control the time taken by a bank or payment provider to make a processed refund available in the customer’s account.
Where a statutory cancellation right applies, any refund will be made within the timeframe required by the applicable law.
We will notify you if further information is needed to process an approved refund.
13. REFUSED DELIVERIES AND UNCOLLECTED PARCELS
Customers are responsible for providing a complete and accurate delivery address and for collecting their parcels or arranging delivery where required.
If a parcel is refused, left uncollected or returned to us because of an incorrect address or other circumstances attributable to the customer, we may contact the customer to discuss the available options.
Where permitted by applicable law, additional shipping costs incurred because of a customer-provided address error, refusal or failure to collect may be deducted from a refund or charged before a parcel is reshipped.
Any refund, deduction or reshipping arrangement will remain subject to applicable consumer protection law. This section does not remove any rights arising from a delivery failure for which AURENLIO is legally responsible.
14. UNBOXING RECORDS AND EVIDENCE
We recommend recording the opening of your parcel in one continuous video, beginning with the unopened package and showing the item and its condition. This may help clarify any concerns about missing items, transit damage or the condition of the product upon arrival.
Photographs, order records and packaging may also assist our investigation.
However, an unboxing video is a recommended precaution, not an absolute requirement for exercising a valid statutory right. The absence of a video does not automatically invalidate a legitimate claim.
We may request reasonable evidence where necessary to investigate a reported issue.
15. PAYMENT DISPUTES AND CHARGEBACKS
If you have a concern about an order, please contact us first at aurenlio@qq.com so that we can review the matter and attempt to resolve it.
If a payment dispute or chargeback is opened, we may submit relevant order information, product details, customer communications, shipping records and delivery confirmation to the payment provider as part of the dispute process.
This section does not prevent customers from exercising any rights available through their payment provider or under applicable law.
16. DESTINATIONS AND APPLICABLE LAW
AURENLIO currently does not offer shipping to Europe. Available shipping destinations are those displayed at checkout.
This policy is intended to explain AURENLIO’s general approach to returns, exchanges, cancellations and refunds. It does not replace the mandatory consumer protection laws that apply to a particular transaction.
If a provision of this policy conflicts with a consumer right that cannot lawfully be excluded, the applicable legal requirement will take precedence.
Nothing in this policy is intended to waive or limit any right that cannot legally be waived or limited.
17. CONTACT US
For questions about this policy, an order, or a potential return or refund request, please contact:
AURENLIO Customer Service
Email: aurenlio@qq.com
Website: https://aurenlio.co
Please include your order number in your message so that we can assist you more efficiently.
Thank you for taking the time to understand our policies and the nature of AURENLIO’s designs.