Return & Refund Policy

Last Updated: September 2026

At The Auro Tales, we take great care in creating and packaging every order. We want you to be completely satisfied with your purchase. If there is an issue with your order, we are happy to assist in accordance with the policy below.

1. Damaged or Incorrect Items

If your order arrives damaged, defective, or contains an incorrect item, please contact us within 48 hours of delivery.

To help us resolve the issue quickly, please provide:

• Your order number

• Clear photographs or a short video showing the item and packaging

• A brief description of the issue

Once the issue has been reviewed and approved, we may offer a replacement, store credit, or refund, depending on the circumstances and availability.

2. Returns & Exchanges

Due to the nature of our products, opened, used, melted, or partially consumed products cannot be returned or exchanged for hygiene, safety, and quality-control reasons.

Unused and unopened products may be eligible for a return or exchange, provided that:

• The request is made within 7 days of delivery

• The product is unused and in its original condition

• All original packaging, labels, and accessories are intact

• The item has not been personalised or specially made to order

Return eligibility is subject to inspection and approval by The Auro Tales.

3. Personalised & Custom Orders

Personalised, customised, private-label, bespoke, or made-to-order products are non-returnable and non-refundable, unless they arrive damaged, defective, or materially different from the approved specifications.

4. Gift Orders

Gift items are subject to the same return conditions outlined in this policy.

If a gift is received damaged or incorrectly, the recipient may contact us with the relevant order details and supporting photographs. Refunds, where applicable, will generally be issued to the original purchaser.

5. Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

If a refund is approved, it will be processed to the original payment method. The time taken for the funds to appear in your account may vary depending on your bank or payment provider.

Original shipping charges are generally non-refundable, except where the return is due to an error on our part or the product arrived damaged or defective.

6. Return Shipping

If the return is due to an incorrect, damaged, or defective item supplied by The Auro Tales, we will arrange or cover the applicable return shipping costs.

For approved returns due to a change of mind or other customer preference, return shipping costs may be the responsibility of the customer.

7. Order Cancellation

Orders may be cancelled before they have been processed or dispatched.

Once an order has entered production, has been personalised, or has been dispatched, cancellation may no longer be possible.

For custom and private-label orders, cancellation terms may vary according to the agreed project specifications and production stage.

8. Sale & Promotional Items

Products purchased during special promotions, clearance sales, or promotional campaigns may be subject to specific return or exchange conditions. Any applicable conditions will be communicated at the time of purchase.

9. Non-Delivery or Missing Items

If your order has not arrived within the expected delivery timeframe, please contact us so that we can investigate the shipment with the relevant delivery provider.

If an item is missing from your order, please notify us within 48 hours of delivery so that we can investigate and assist you.

10. How to Contact Us

For returns, refunds, damaged products, or order-related concerns, please contact The Auro Tales through our official customer service channel and include your order number and relevant details.

We review every request individually and aim to resolve genuine concerns fairly and efficiently.

The Auro Tales reserves the right to update or amend this Return & Refund Policy when necessary. Any changes will be reflected on this page.