Return And Exchange Policy


Auroevora accepts return and exchange requests for furniture purchased through our online store in accordance with the terms of this policy.

This policy explains the applicable commercial return period, statutory withdrawal rights where applicable, eligible circumstances, request procedures, shipping cost responsibilities, refund arrangements, and exchange processing.

1. Commercial Return And Exchange Period

Customers may submit a return or exchange request within 30 days after the order is delivered.

The 30-day period begins on the date the customer receives the applicable order. Please contact us within this period and provide the information required to review your request.

The 30-day commercial return and exchange period is separate from any statutory right of withdrawal that may apply to an eligible purchase.

2. Statutory Right Of Withdrawal

Where applicable, customers have a statutory right to withdraw from an online purchase without providing a reason within 14 days after receiving the goods.

The 14-day withdrawal period begins on the date the customer receives the applicable goods. To exercise this right, the customer must notify us of the decision to withdraw before the 14-day period expires. The withdrawal notice may be submitted by email or phone and should clearly state the customer's decision to withdraw from the purchase.

After notifying us of the withdrawal, the customer should return the goods without undue delay and generally no later than 14 days after the withdrawal notice is submitted. We may request the order number and other information reasonably necessary to identify the applicable purchase.

For an applicable statutory withdrawal, we will refund the payments received for the returned purchase, including the applicable standard delivery charges, subject to any applicable rules concerning additional delivery charges selected by the customer.

The refund will generally be made using the original payment method. We may withhold the refund until the returned goods have been received or the customer has provided reasonable evidence that the goods have been returned, whichever occurs earlier.

The customer is responsible for the direct cost of returning goods under the statutory right of withdrawal, unless we have agreed to bear those costs or applicable requirements provide otherwise. For large or bulky furniture where return costs cannot reasonably be determined in advance, applicable return cost information will be provided as required.

The statutory right of withdrawal is separate from the 30-day commercial return and exchange period described in Section 1. Where both rights may apply, the applicable statutory requirements will govern the statutory withdrawal request.

3. Eligible Commercial Return And Exchange Circumstances

Return or exchange requests under the 30-day commercial return and exchange period may be submitted in the following circumstances:

  • Appearance Issues: The Product Has A Visible Appearance Issue That Is Materially Different From The Condition Expected When Received.

  • Quality Issues: The Product Has A Quality Issue That Affects Its Normal Use Or Condition.

  • Odor Or Significant Color Difference: The Product Has An Unusual Odor, Significant Color Difference, Or A Similar Material Or Appearance Issue.

  • Incorrect Product: The Product Received Does Not Match The Product Ordered.

  • Change Of Mind: A Customer May Request A Return Or Exchange Without A Product Defect Or Product Error As The Reason, Subject To The 30-Day Commercial Return Period And The Applicable Shipping Cost Rules.

For requests involving an appearance issue, quality issue, unusual odor, significant color difference, or incorrect product, please provide clear photographs or videos showing the relevant issue when requested.

Return and exchange requests are reviewed based on the information provided and, when applicable, the condition of the returned product.

4. Return Process

Submit A Return Request

Please contact us by email or phone and provide your order number, payment confirmation, reason for the return, and relevant photographs or videos when applicable.

Request Review

Our customer service team will review the request based on the information provided. If the request is approved, we will notify you using the contact information provided and provide the designated return address.

Return The Product

After receiving the approved return instructions, please send the product to the designated return address and retain the relevant return information until the product has been received.

Inspection And Refund

After receiving the returned product, we will inspect it based on the reason stated in the approved return request.

If the inspection confirms the applicable return circumstances, we will arrange the refund according to the refund terms in this policy.

For additional refund information, please refer to Section 6, Refund Process.

5. Exchange Process

Submit An Exchange Request

Please contact us by email or phone and provide your order number, payment confirmation, reason for the exchange, and relevant photographs or videos when applicable.

Request Review

Our customer service team will review the request based on the information provided. If the request is approved, we will notify you using the contact information provided and provide the designated return address.

Return The Product

After receiving the approved exchange instructions, please send the product to the designated return address and retain the relevant return information until the product has been received.

Inspection And Replacement

After receiving the returned product, we will inspect it based on the reason stated in the approved exchange request.

If the inspection confirms the applicable exchange circumstances, we will arrange shipment of the replacement product within 1-3 business days.

For additional information about shipping and delivery timeframes, please refer to our Shipping Policy.

6. Refund Process

Approved refunds under the 30-day commercial return and exchange policy will be returned to the bank card account used for the original payment, including Visa and MasterCard.

We expect the refund to be credited within 3-5 business days after the refund is issued. The actual posting time may vary depending on the processing time of the card issuer.

Refunds for applicable statutory withdrawal requests will be processed in accordance with the applicable statutory requirements, including any applicable requirements concerning original standard delivery charges and the timing of reimbursement.

If the refund has not been credited after the applicable processing period, please contact us so that we can review the refund status.

7. Return And Exchange Shipping Costs

For returns or exchanges under the 30-day commercial return and exchange policy resulting from confirmed appearance issues, quality issues, unusual odor, significant color differences, incorrect products, or similar product-related issues, we will bear the applicable return shipping cost.

For commercial returns or exchanges requested due to a change of mind, the customer is responsible for the applicable return shipping cost.

For returns made under an applicable statutory right of withdrawal, the customer is responsible for the direct cost of returning the goods unless we have agreed to bear those costs or applicable requirements provide otherwise.

Please do not send a product to a return address until your return or exchange request has been reviewed and the designated return instructions have been provided.

8. Responsibility And Inspection

Customers are responsible for providing accurate order information and a clear description of the reason for the return or exchange request.

When photographs or videos are requested, they should clearly show the product condition or issue relevant to the request.

We will review the returned product based on the information provided with the request and the condition observed when the product is received.

Commercial return or exchange approval will be based on the applicable circumstances stated in this policy and the results of the relevant review.

We handle personal information provided during the return or exchange process only as reasonably necessary to identify the order, review the request, process the return or exchange, and provide related customer support.

9. Contact Information

For return, exchange, or statutory withdrawal requests, please contact us using the information below.

Address: 1109 Spring Creek Rd, Chattanooga, TN 37412, US
Phone: +1 (423) 587‑2941
Email: client@auroevora.com
Opening hours: Monday to Friday, 9:00 AM to 6:00 PM (EST)