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Return, Exchange and Refund Policy

 

Return and Exchange Validity Period
You have 14 days from the date you receive (sign for) the goods to request a return or exchange. If 14 days have passed since the delivery of your order, we unfortunately cannot offer you a return or exchange.

Return and Exchange Conditions
We accept returns and exchanges under the following circumstances:

  • Appearance Issues: The product has visible damage or defects upon arrival.

  • Quality Issues: The product has structural or functional failures.

  • Sensory Issues: The product has a strong odor, severe color difference from the website display, or other sensory defects.

  • Incorrect Item: The product received does not match the item ordered ("Not as described" or "Wrong item sent").

  • No Reason (Change of Mind): You simply changed your mind. In this case, the item must be in its original condition.

Return Process

  • Contact Us: Initiate a return by emailing team@auraverese.com or calling +1 (813) 679-2767. You must provide your order number, proof of payment, the reason for the return, and relevant videos or photos showing the condition of the item.

  • Approval: Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the specific return address.

  • Ship Back: You are required to send the item back to our designated return address.

  • Inspection & Refund: Once we receive the item, we will immediately inspect it to verify if it matches your reported issue. If the inspection is successful, we will immediately arrange your refund. For more details, please see the Refund Process section below.

Exchange Process

  • Contact Us: Initiate an exchange by emailing team@auraverese.com or calling +1 (813) 679-2767. Provide your order number, proof of payment, reason for exchange, and relevant videos or photos.

  • Approval: Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the return address.

  • Ship Back: You must send the item back to our designated return address.

  • Inspection & New Shipment: Upon receipt, we will immediately inspect the item. If it passes inspection, we will arrange the new item within 1-3 business days. The estimated delivery time for the new item is 5-8 business days to your address. For more details on delivery, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be returned to the original bank card (Visa, MasterCard) account used for payment.

  • Arrival Time: Depending on the processing efficiency of different banking institutions, we expect the refund to arrive within 1-5 business days. If you have not received it after this period, please contact us.

Fee Rules

  • Our Responsibility: For returns caused by appearance issues, quality issues, severe odors/color differences, or incorrect items, we will bear the shipping costs.

  • Your Responsibility: For "No Reason" returns (Change of Mind), you are responsible for the shipping costs.

Return Label
A return label is included inside every package to facilitate your return process. Please keep this label safe until you are sure you want to keep the product.

Liability Disclaimer
We are not responsible for any damage to the product caused by improper assembly, misuse, or failure to follow the care instructions provided with the furniture. We reserve the right to refuse a return if the item does not meet the return conditions outlined above or if the item is returned without prior authorization.

Order Cancellation

  • Before Shipment: If you wish to cancel your order, please contact us immediately. If the order has not yet been shipped, we will cancel it free of charge and issue a full refund.

  • After Shipment: If the order has already been shipped, it cannot be cancelled. You will need to follow the "No Reason" return process after receiving the goods.

Item Condition Requirements
To be eligible for a return (especially for "No Reason" returns), the item must be unused, unwashed, and in the same condition that you received it. It must also be in the original packaging. If the original packaging is lost or damaged, we may not be able to accept the return.

Contact Us
If you have any questions regarding this policy, please contact us using the details below:

Address: 3586 NW 41ST LOT D425, MIAMI, FL 33142-4301, United States
Phone: +1 (813) 679-2767
Email: team@auraverese.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)