Refund policy

Returns & Refund Policy

At Auromise, we pour our hearts into crafting your pet keepsakes. Because every product is custom-made using your unique pet photos and details, we have specific guidelines for returns and refunds. Please read them carefully.

1. Custom & Personalized Items (No Return Policy) Due to the highly personalized and commemorative nature of our products (custom necklaces, photo frames, AI magnets, and bag charms), we do not accept returns or issue refunds for non-quality-related reasons. Exchanges or replacements are strictly limited to defective or damaged items. This includes, but is not limited to: personal taste, change of mind, sizing misjudgments, or dissatisfaction with the photo you provided. Every piece is uniquely yours and cannot be resold.

2. Order Cancellations & Modifications We understand that mistakes happen. If you need to change your uploaded photo or cancel your order, you must contact us at care@auromise.com within 12 hours of placing your order. Once the 12-hour window has passed and production has begun, orders cannot be canceled or modified.

3. Damaged or Defective Items (Eligible for Replacement/Refund) Your satisfaction and emotional comfort are our top priorities. If your item arrives with any of the following issues, please contact us within 7 days of delivery:

  • Manufacturing defects

  • Severe damage during transportation

  • Wrong item or material deviation from your order

How to claim a replacement or refund: Please email us at care@auromise.com with your order number and clear photos/videos showing the defect or damage.

Upon verification, we will offer one of the following solutions:

  • A free replacement sent to you (We cover all replacement shipping costs)

  • A partial refund

  • A full refund for severely defective items

4. Return Shipping & Restocking Fees

  • Restocking Fee: We do not charge any restocking fees.

  • Return Shipping: In most cases of defect or damage, we will simply send a replacement without requiring you to ship the broken item back. If a return is absolutely necessary due to an error on our part, Auromise will cover the return shipping costs.

Return Process: > Please do not send items back to us blindly. If your item is eligible for a return or replacement, please contact our support team at care@auromise.com first to obtain the authorized return shipping address and instructions.

5. Refund Processing Time Approved refunds will be processed and credited back to your original payment method within 5-10 business days. The exact posting time depends on your bank or credit card provider.

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