Refund policy

At Aurum & Oak, we take pride in crafting each product to order, ensuring that every piece is unique and made with care. Because our items are individually handcrafted, returns are handled with specific guidelines to protect both our customers and the integrity of our products.

1. Return Authorization
All returns must be logged and approved with Aurum & Oak within 10 days of receiving your order. Returns that have not been authorized in advance cannot be accepted. This ensures proper tracking and handling of your item.

2. Return Window
Items are eligible for return within 30 calendar days from the date of Return Authorization, provided the return has been logged and authorized as above. Returns requested after this period will not be accepted.

3. Handling and Restocking Fee
A 25% handling and restocking fee applies to all approved returns. This fee accounts for the materials, labor, and preparation involved in crafting your unique item.

4. Return Shipping
Customers are responsible for all shipping costs associated with returning items. We recommend using a tracked courier service to ensure safe delivery back to our facility. Aurum & Oak is not responsible for items lost in transit during return shipping.

5. Damaged Items
If an item is received damaged, a claim must be submitted to Aurum & Oak within 30 days of delivery. Supporting photos and descriptions of the damage are required so we can resolve the matter promptly.

6. Lost Packages
Claims for packages lost in transit must also be made within 30 days of the expected delivery date. Aurum & Oak will work with the courier to investigate and resolve claims.

7. Condition of Returned Items
Returned items must be in the same condition as received, with all packaging intact, unless the return is due to a confirmed defect or damage.

8. Unclaimed Returns
Items returned without collection or resolution within 30 days of our notification will be donated in line with our sustainable and community-focused approach.

9. Contact and Support
For all returns, claims, or inquiries, please contact Aurum & Oak customer support directly. We are committed to resolving all issues fairly while maintaining the highest standards of craftsmanship.

By purchasing an Aurum & Oak product, you acknowledge and agree to comply with this Returns Policy. Our goal is to ensure that every customer enjoys a unique, high-quality, and handcrafted product while maintaining clear and fair procedures for all parties.