Refund policy

Return Policy — Aurora by Roos

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition as when you received it: unworn or unused, with tags, and in its original packaging. You will also need the receipt or proof of purchase.

To start a return, please contact us at store@aurorabyroos.info.

If your return is accepted, we will send you a return shipping label along with instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us with any return-related question at store@aurorabyroos.info.

Damages and Issues

Please inspect your order upon delivery and contact us immediately if the item is defective, damaged, or if you received the wrong item. We will evaluate the issue and make it right.

Exceptions / Non-Returnable Items

Certain types of items cannot be returned, such as:

  • Perishable goods (e.g., food, flowers, plants)

  • Custom or personalized products

  • Personal care items (e.g., beauty products)

  • Hazardous materials, flammable liquids, or gases

If you are unsure whether your item qualifies, please contact us.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to get the item you want is to return the item you have. Once the return is approved, you can make a separate purchase for the new item.

Refunds

We will notify you once we’ve received and inspected your return and inform you whether the refund has been approved. If approved, your refund will be processed to your original payment method within 10 business days.

Please note: your bank or credit card company may require additional time to process and post the refund.

If more than 15 business days have passed since your return was approved, please contact us at store@aurorabyroos.info.

Returns to Our Warehouse

If you wish to return an item, please note that all returns must be sent to our central warehouse in Asia. Eligible returns are accepted; however:

  • The customer is responsible for the actual cost of return shipping

  • A return receipt is required

  • Original shipping fees are non-refundable

Once your return is received and verified at our warehouse, we will issue a refund for the returned item.

To initiate a return, please contact our customer support team at store@aurorabyroos.info, and we will provide detailed return instructions and the return address.

We appreciate your understanding and are always here to assist you throughout the process.