Refund policy

Returns & Exchanges Policy

At Aura Chandeliers, we understand that purchasing a high-ticket lighting piece is a meaningful decision. Our Returns & Exchanges Policy is designed to be clear, fair, and reassuring, so you can shop with confidence knowing exactly what to expect if a return or exchange is needed.

Policy Overview

We stand behind the quality of our products and aim to make every experience with Aura Chandeliers straightforward and supportive. If something isn’t right, our team is here to help guide you through the process with transparency and care.

Return & Exchange Eligibility

To be eligible for a return or exchange, items must be new, unused, and in their original packaging, with all accessories, components, and documentation included. Products that show signs of installation, modification, or wear are not eligible for return. This helps us maintain product quality and ensures fairness for all customers.

Return Window

Returns and exchanges must be initiated within 30 days of delivery. Requests made outside this window may not be approved, so we encourage customers to inspect their order promptly upon arrival.

Return Shipping Responsibility

For returns initiated due to buyer’s remorse or preference changes, the customer is responsible for return shipping costs. We offer prepaid return labels for convenience, with the cost deducted from the refund. There are no restocking fees.

If the return is due to a defective item, damage in transit, or an incorrect item shipped, Aura Chandeliers will cover all return shipping costs.

How to Start a Return or Exchange

To begin a return or exchange, please contact our support team at returns@aurachandeliers.com with your order number and a brief explanation of the request. Our team will issue return instructions and a Return Merchandise Authorization (RMA) if applicable. Items returned without prior approval may be refused.

Damaged or Defective Items

While we take great care in packaging and shipping, damage can occasionally occur. For freight (LTL) deliveries, any damage must be reported within 48 hours of delivery. For small parcel shipments via UPS or FedEx, damage must be reported within 15 days of delivery.

Please include clear photos of the packaging and the damaged product when contacting support. Once verified, we will arrange a replacement, repair, or refund at no cost to you.

Cancellations

Orders may be canceled for a full refund as long as they have not yet shipped. Once an order has shipped, it must follow the standard return process outlined above.

Refund Processing Time

Refunds are issued to the original payment method within 7 business days after the returned item is received and inspected. You will receive confirmation once the refund has been processed. Original shipping costs are refunded when applicable.

Our Error vs. Customer-Initiated Returns

If the return is due to our error—such as a defective product or incorrect item—we take full responsibility, including shipping costs and resolution. For customer-initiated returns based on preference or fit, return shipping costs apply, but no restocking fees are charged.

Exchanges Process

Exchanges are handled as a return followed by a new shipment. Customers are responsible for return and reshipment costs unless the exchange is due to a defect or shipping error. Availability and delivery timelines for exchange items will be confirmed by our team.

Final Reassurance

At Aura Chandeliers, our goal is long-term satisfaction, not one-time transactions. If you have questions or concerns at any stage, our support team is always available to help. We’re committed to making your experience feel secure, professional, and worthy of the investment you’re making.