Return & Exchange Policy
Aurora Studio is committed to providing high-quality handmade furniture and offering personalized customization for every customer. Please read the following policy carefully if you need to request a return, exchange, or cancellation.
Customized Products
Order Cancellation:
- Free cancellation is allowed before the wood type is confirmed.
- 10% cancellation fee will be charged if the order is canceled within 24 hours after wood confirmation and order placement.
- 30% cancellation fee will be charged if the order is canceled within 72 hours after wood confirmation and order placement, as production has already begun.
- Once production has started, the order cannot be canceled.
Returns & Exchanges:
- Customized products are not eligible for return or exchange. These items are made to your specific requirements and are difficult to resell. Thank you for your understanding.
After-sales Service for Customized Products：
- If there are manufacturing defects, damage caused during transportation, or you receive the wrong item, please take clear photos immediately and contact your Aurora customer manager. We will handle the after-sales service for you.
In-stock Products
Order Cancellation:
- Free cancellation is allowed if the order has not yet been shipped.
- If the order has already been shipped, the customer will be responsible for round-trip shipping costs.
Returns & Exchanges:
- Returns or exchanges are accepted within 30 working days from the date of receipt. For non-quality issues, round-trip shipping costs are borne by the customer.
- Returned items must retain original packaging and be in brand-new condition, with no scratches, wear, or signs of assembly. Clear photos of the product and packaging are required.
- Any obvious damage may result in Aurora Studio charging reasonable repair fees.
After-sales Service for In-stock Products:
- If the product has defects, was damaged during transportation, or you received the wrong item, please take clear photos immediately and contact your Aurora customer manager. We will handle the after-sales service for you.
- For returns due to personal reasons, after Aurora Studio receives and inspects the item, we will refund the purchase price minus round-trip shipping fees and a 20% restocking fee.
- Once both parties agree, we will process the refund within 7 working days. Refunds will be issued via the original payment method.
Return & Exchange Application Process:
- Please contact our customer service in advance at: Auroraepoxytable@gmail.com or via the contact page.
- Complete the return/exchange application form, including order number, product name, reason for return/exchange, and contact information.
Important Notes:
- All products undergo strict quality inspection before shipping.
- Customized products are not eligible for return or exchange due to their unique nature.
- If you receive an incorrect, damaged, or defective item, please provide a detailed description and photos so we can resolve the issue. We will offer repair, partial refund, or return processing based on the specific situation.
- Damage caused during self-assembly is not covered under warranty.
- If damage occurs during transportation, please take photos immediately and contact your Aurora customer manager for after-sales support.
- Natural characteristics of wood (such as knots, cracks, and grain variations) should be appreciated and are not valid reasons for return or refund.
- Slight dimensional changes in wood due to climate or environmental conditions are normal and can usually be resolved by improving the usage environment. Returns for these reasons are not accepted.
- To ensure the product fully meets your expectations, we strongly recommend reading the “Purchase Notes” carefully before placing an order.
- If you have any questions, our professional customer service team is always ready to assist you.
- Aurora Studio reserves the right to modify this policy at any time without prior notice.
If you have further questions, please refer to the “Purchase Information” or the “After-Sales Service and Quality Assurance Service.”