AURELION FASHION LTD Returns & Exchanges Policy

At AURELION FASHION LTD (operating under the brand name AURELION FASHION), we strive to deliver high-quality fashion products and a fully transparent shopping experience for all customers purchasing from aurelionfashion.com. This Returns & Exchanges Policy details the criteria, procedures, and respective responsibilities for returning or exchanging products—designed to meet Stripe’s compliance guidelines (including transparency, traceability, and clear customer communication) and protect both our customers and our business.

1. Eligibility for Returns & Exchanges

To qualify for a return or exchange, all of the following conditions must be satisfied—consistent with Stripe’s guidelines for minimizing disputes and ensuring fair customer treatment:

  • Products must be returned in their original, unused, and undamaged condition, with all original tags, labels, and packaging fully intact. Any signs of wear, use, or tampering will invalidate the return/exchange request.
  • Return or exchange requests must be submitted within 14 calendar days from the date of delivery (as confirmed by the shipping carrier’s tracking records, which we retain to comply with Stripe’s recordkeeping requirements).
  • Items marked as “final sale” or “clearance” are excluded from returns and exchanges, unless they are defective (in which case our defective item policy applies, detailed in Section 6).

2. How to Request a Return or Exchange

To initiate a return or exchange, please follow the steps below—ensuring compliance with our process and Stripe’s guidelines for orderly dispute resolution:

  1. Contact our customer service team via the official channels listed below (consistent with our company information and Stripe’s requirement for verifiable customer support):
    1. Email: ambrin@aurelionfashion.com
    2. Phone: +44 7521533692
  2. Provide your full order number, detailed item information (name, size, color, etc.), and a clear reason for your return or exchange request. This information helps us process your request promptly and retain accurate records for Stripe audits.
  3. Our customer service team will review your request within 2 business days. If approved, we will send you detailed return instructions (including a return authorization number, where applicable) via email.

Important Note: Do not send any items back to us without prior authorization. Unauthorized returns will not be processed, and we will not be liable for lost or unaccounted-for items—consistent with Stripe’s guidelines for preventing fraudulent return claims.

3. Return Shipping Responsibilities

Return shipping costs and related responsibilities are outlined below, ensuring transparency and alignment with Stripe’s guidelines for cost clarity:

  • Customers are generally responsible for covering return shipping costs, unless the return is due to our error (e.g., defective item, incorrect product sent) or a shipping mistake—details of which are covered in Section 6.
  • All returned items must be securely packaged to prevent damage during transit. We recommend using a trackable shipping service and retaining the tracking number, as AURELION FASHION LTD is not liable for lost, stolen, or damaged items during the return shipment (consistent with Stripe’s guidelines for liability clarity).
  • Returned items must be shipped within 7 calendar days of receiving our return authorization, to ensure timely processing and compliance with Stripe’s timeline requirements for dispute resolution.

4. Refund Processing

Refunds are processed in accordance with the following guidelines—designed to comply with Stripe’s refund policies (including traceability and timely processing):

  • Once your returned item is received at our warehouse, we will inspect it to verify it meets our return eligibility criteria (Section 1). Inspection results are documented and retained for Stripe audit purposes.
  • Approved refunds will be issued to the original payment method used for the purchase (e.g., credit card, Stripe, PayPal). This ensures payment traceability, a key requirement for Stripe compliance.
  • Refund processing times vary depending on your payment provider, typically taking 5–10 business days to reflect in your account. We will notify you via email once the refund has been initiated, and retain proof of refund for Stripe records.
  • Original shipping fees are non-refundable, unless the return is a result of our error (e.g., defective item, incorrect shipment)—in which case full shipping costs will be refunded alongside the product price.

5. Exchange Process

Exchanges are subject to product availability and the following terms—consistent with Stripe’s guidelines for fair customer treatment:

  • Exchanges are only offered for items of equal or lesser value. If you request an exchange for a higher-value item, you will be required to pay the difference before the exchange is processed.
  • Exchange availability is determined at the time your returned item is inspected and approved. If the requested replacement item is out of stock, we will automatically issue a refund to your original payment method (in line with Stripe’s refund requirements).
  • Exchange processing begins once the returned item has been received, inspected, and approved. We will notify you via email when your replacement item has been shipped, including tracking information for transparency.

6. Defective or Incorrect Items

If you receive a defective, damaged, or incorrect item (e.g., wrong size, color, or product), please follow these steps—ensuring compliance with Stripe’s guidelines for resolving order errors:

  • Contact our customer service team promptly (within 3 calendar days of delivery) with your order number, detailed item information, and clear supporting evidence (e.g., photos/videos of the defect or incorrect item). This evidence is retained to support Stripe dispute resolution.
  • Once we verify the issue (either through the provided evidence or inspection of the returned item), we will arrange a free replacement or a full refund (including original shipping costs) at your discretion—with no additional cost to you.
  • If a replacement is requested, we will cover all return shipping costs for the defective/incorrect item and ship the replacement via our standard shipping method, with tracking provided.

7. Non-Returnable Items

The following items are not eligible for return or exchange, except in cases of defect (as outlined in Section 6)—consistent with Stripe’s guidelines for clear policy boundaries:

  • All final sale and clearance items (marked clearly on the product page at the time of purchase).
  • Items that show signs of use, damage, or tampering after delivery (not due to shipping damage).
  • Personalized or customized products (if applicable), as these are made to your specific requirements and cannot be resold.

8. Contact Information for Returns & Exchanges

For all inquiries, concerns, or assistance related to returns and exchanges—including status updates, eligibility questions, or defective item claims—please contact our customer service team using the following official details (consistent with our company registration and Stripe’s requirement for accessible support):

Company Name: AURELION FASHION LTD

Email: ambrin@aurelionfashion.com

Phone: +44 7521533692

Company Address: 465B GREEN LANES, LONDON, ENGLAND N13 4BS

Our team is dedicated to providing clear guidance and timely assistance, responding to all inquiries within 2 business days, and retaining all communication records to support Stripe’s compliance and dispute resolution requirements.

9. Policy Updates

AURELION FASHION LTD reserves the right to update or modify this Returns & Exchanges Policy at any time, to align with changes in UK consumer law, Stripe’s compliance guidelines, or our business operations. Any changes will be published prominently on this page, with a clear revision date—ensuring transparency as required by Stripe.

Continued use of aurelionfashion.com or purchase of our products after changes are posted constitutes your acceptance of the revised policy. We recommend reviewing this policy periodically to stay informed of any updates, as required by Stripe’s merchant guidelines.