Refund policy

Returns & Refund Policy

At Auromise, we pour our hearts into crafting your pet keepsakes. Because the majority of our products are custom-made using your unique pet photos and details, we have specific guidelines for returns and refunds, including specific provisions for our European Union customers. Please read them carefully.

1. EU Right of Withdrawal (Standard, Non-Customized Products)
If you are a consumer residing in the European Union and you purchase standard, non-customized items, you have the right to withdraw from your purchase within 14 days of receiving the goods, without giving any reason.
How to exercise this right: You do not need to email us to request permission. Simply use the "EU Cancellation Form" link located in our website footer to submit your request automatically.

2. Custom & Personalized Items (Exempt from Return & Withdrawal Policies)
Under Article 16(c) of the EU Consumer Rights Directive and global consumer laws, the 14-day right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalized.
Due to the highly personalized and commemorative nature of our bespoke products, all sales of customized items are strictly final. We do not accept returns or issue refunds for non-quality-related reasons (including personal taste, change of mind, sizing misjudgments, or dissatisfaction with the photos provided). Every piece is uniquely yours and cannot be resold. This strict final-sale exemption applies to:
- Items designed using your uploaded images (such as custom Shadow Boxes, custom keychains, photo-customized fridge magnets, natural crystal necklaces containing photos, etc.), and jewelry pendants customized with specified materials according to your order requirements. These products are meticulously handcrafted, combining commemorative significance with personalized use.

3. Order Cancellations & Modifications
If you need to change your uploaded photos or cancel your custom order, you must contact us at care@auromise.com within 12 hours of placing your order. Once the 12-hour window has passed and your exclusive keepsake has begun production, orders cannot be canceled or modified via email or the EU withdrawal form.

4. Damaged or Defective Items (Eligible for Replacement/Refund)
If your item arrives with manufacturing defects, severe damage during transportation, or is the wrong item, please contact us within 7 days of delivery at care@auromise.com with your order number and photos/videos of the defect. Upon verification, we will offer a free replacement, a partial refund, or a full refund.

5. Return Shipping & Restocking Fees
- Restocking Fee: We do not charge any restocking fees.
- Return Shipping: We will cover return shipping costs for defective or damaged items. Please contact our support team first to obtain the authorized return shipping address.
- Return Process: Please do not send items back blindly. Contact us at care@auromise.com to obtain return authorization.

6. Refund Processing Time
Approved refunds will be processed and credited back to your original payment method within 5-10 business days.

Contact Us
For any after-sales support, please reach out to: Email: care@auromise.com