Refund policy

Return & Refund Policy

At Aurel Craft, we carefully check our products before dispatch. Because our products may be handmade or customized, we only accept returns or replacements in specific situations.

1. Eligible Returns

You may request a return or replacement if:

You received a damaged product.
You received the wrong product.
The product is significantly different from what you ordered due to an error on our part.

2. Damaged Products

If your order arrives damaged, please contact us through WhatsApp as soon as possible after receiving the order.

Please provide:

Your order details
Clear photos or videos of the damaged product
Photos of the packaging, if applicable

We will review the issue and determine whether the product qualifies for a replacement, return, or another suitable resolution.

3. Wrong Products

If you receive a product different from what you ordered, contact us through WhatsApp as soon as possible.

After verification, we may arrange a replacement or another appropriate solution.

4. Non-Returnable Items

We do not accept returns or refunds for:

Change of mind
Personal preference
Incorrect measurements or information provided by the customer
Minor natural variations in handmade or wooden products
Products that have been damaged after delivery due to customer handling or misuse
Custom-made products that were correctly made according to the customer's approved requirements

5. Custom Orders and Advance Payments

Custom products may require an advance payment of 20% to 50%, depending on the product and customization.

Once the advance payment has been made, the custom order cannot be cancelled, and the advance payment is non-refundable, except where Aurel Craft is unable to fulfill the order or another resolution is agreed upon by Aurel Craft.