Refund policy

Refund Policy

Order Cancellation

We accept order cancellations and provide full refunds prior to the commencement of production. Once production has begun, cancellations for reasons not attributable to us will not be eligible for a refund. Orders cannot be cancelled after the product has been shipped.

Important Notes

Custom-ordered or personalized items are not eligible for the 14-day return policy.
If a return is initiated due to the customer's reasons, the customer shall be responsible for the associated return shipping fees. The exact cost will depend on the courier company selected by the customer.

If the received goods are damaged, incorrect, or have quality issues due to our fault, customers may request a replacement or partial refund. Relevant photographic evidence must be provided for such claims. In these cases, customers are not required to bear the return shipping costs.

No restocking fee will be charged for product returns.

Refunds (If Applicable)

Once your returned item is received and inspected, we will send you an email notification to confirm receipt. We will also notify you of the approval or rejection of your refund request. If approved, your refund will be processed, and the credit will be automatically applied to your original method of payment within a specified number of days.

Late or Missing Refunds (If Applicable)

If you have not yet received your refund, please first recheck your bank account.
Then, contact your credit card company, as it may take some time for the refund to be officially posted. After that, contact your bank, as there is often a processing period before a refund is posted. If you have completed all these steps and still have not received your refund, please contact us at luna@aura-square.com.

To obtain the return address, please contact our customer service at luna@aura-square.com.