Last updated: 5 September 2026
This policy applies in addition to any mandatory consumer rights.
14-day withdrawal right for eligible EU/EEA consumers
If you are an eligible consumer in the European Union or European Economic Area, you generally have 14 days from receipt of the goods to tell us that you wish to withdraw from the purchase, subject to statutory exceptions. Contact Aureko@gmail.com with your order number and a clear withdrawal statement. After notifying us, you generally have a further 14 days to send the goods back.
Return condition
Handle products only as necessary to inspect their nature, characteristics and functioning. Returned goods should include all supplied parts and accessories and be securely packaged. If handling goes beyond what is reasonably necessary, a lawful deduction for diminished value may apply.
How to start a return
Email Aureko@gmail.com before sending anything back. We will provide the correct return instructions and return address. Do not send a return to an address that has not been confirmed for your order.
Return shipping
Unless the item is defective, damaged, incorrect or applicable law requires otherwise, direct return shipping costs may be the customer's responsibility. We recommend using a tracked service and keeping proof of shipment.
Damaged, defective or incorrect items
Contact us promptly after delivery with your order number, a description of the issue and, where useful, photographs. If the item is confirmed as damaged, defective, incorrect or otherwise non-conforming, an appropriate remedy will be provided in accordance with applicable law.
Refund timing
Approved refunds are issued to the original payment method unless the law requires another method. For a valid statutory withdrawal, reimbursement is made within the period required by law, although we may be entitled to withhold it until the goods are returned or you provide evidence of having sent them back. Your bank or payment provider may need additional time to post the refund.
Statutory exceptions
Exceptions may apply to certain goods, including goods made to your specifications or certain sealed goods that are not suitable for return for health-protection or hygiene reasons once unsealed. We will not apply an exception unless it is legally applicable to the product concerned.