Refund policy

Return & Refund Policy

Effective Date: August 2026

Store: Aurello Lighting ([https://aurellolighting.com](https://aurellolighting.com))

Contact Email: support@aurellolighting.com

At Aurello Lighting, we want you to be completely satisfied with your purchase. Because we operate through a direct-to-consumer (DTC) global fulfillment model, partnering with specialized international production centers and shipping providers, we have established clear guidelines to ensure a transparent, secure, and efficient process for all orders, returns, and inquiries.

1. 30-Day Return Policy

We offer a 30-day return policy, meaning you have 30 days after receiving your order to request a return.

To be eligible for a return, your item must meet all of the following criteria:

Be unused and in its absolute original condition.
Include all original packaging, protective foam, accessories, and manuals.
Not be installed, wired, altered, or modified in any way.
Include valid proof of purchase (order confirmation or receipt).

To initiate a return request, please contact our support team at support@aurellolighting.com with:

Your order number.
The clear reason for the return.
Photographs of the product and its packaging if the item arrived damaged or defective.

Important Note on Unauthorized Returns: Please do not ship any item back without contacting us first. Unauthorized returns sent to fulfillment facilities, local drop-off points, or incorrect addresses cannot be accepted and will not qualify for a refund.

2. Return Shipping & International Logistics Costs

Because Aurello Lighting utilizes international production hubs and global shipping networks to bring you modern designer lighting at optimal prices, return logistics involve specialized cross-border handling:

Returns for Buyer's Remorse / Change of Mind: Unless the return is due to a verifiable manufacturing defect, damage upon arrival, or an incorrect item sent by us, customers are entirely responsible for all return shipping costs, including international freight fees back to our designated origin fulfillment centers.
Approved Returns: If your return request is officially approved, we will provide you with detailed return instructions and the exact international return address.
Defective, Damaged, or Incorrect Items: If your item arrives damaged, defective, or incorrect, Aurello Lighting will cover or reimburse reasonable return shipping costs once verified by our support team.

3. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery. If your package or product arrives with any of the following issues:

Physically damaged
Factory defective
Incorrect item received
Missing parts or components

You must contact us within 7 days of delivery at support@aurellolighting.com.

To expedite your claim and protect against transit disputes, please include clear photos of:

The physical product showing the defect or damage.
The inner and outer packaging materials.
The original shipping label attached to the box.

We will resolve the issue as quickly as possible by offering a replacement component, an exchange for a new item, or a full refund when appropriate.

4. Non-Returnable Items

To maintain strict quality and safety standards, the following items cannot be returned or refunded:

Customized, personalized, or made-to-order products.
Clearance, final sale, or closeout items.
Digital gift cards.
Products that have been installed, wired, altered, or damaged after delivery.
Items returned without their original packaging or missing core accessories.

5. Exchanges

We currently do not process direct exchanges. If you require a different model, color, or size:

Request a return for your original product following our standard return process.
Place a brand-new order on our website for the desired item at your convenience.

6. European Union (EU) Customers

If your order is shipped to a destination within the European Union, you hold the statutory right to cancel or return your purchase within 14 days of delivery without providing any justification.

Returned items must still comply with the general eligibility requirements outlined in Section 1 (unused, uninstalled, and in original packaging).
Customers residing in the EU remain responsible for international return shipping costs for non-defective returns, in accordance with our global fulfillment framework.

7. Refunds

Once your returned item is received, checked, and inspected by our logistics team, we will send you an email notification regarding the approval or rejection of your refund.

If approved:

Refunds will be issued automatically to your original method of payment.
Processing typically takes 5 to 10 business days from the approval date.
Depending on your bank or payment processor (such as Stripe or PayPal), additional time may be required for the funds to post to your account.
If more than 15 business days have passed since your refund was approved, please reach out to us at support@aurellolighting.com for assistance.

8. Order Cancellations

Orders may be canceled within 24 hours of purchase at zero additional cost.
Once production has officially begun or the order has been dispatched into our global shipping pipeline, cancellation requests can no longer be guaranteed or processed, and the order must instead follow the standard return procedure upon delivery.