Refund policy
Refund Policy
At Aurelie Home, we want every order to meet your expectations for quality, comfort, and design. If your purchase does not work for you, we are here to provide a clear and straightforward return and refund process.
Aurelie Home is operated by Ganzhou Zuosen Furniture Co., Ltd. (赣州佐森家具有限公司).
1. Return Window
You may request a return within 30 days of delivery.
The return period begins on the delivery date shown by the carrier’s tracking information.
Return requests must be submitted within this 30-day period. Requests submitted after this period may not be accepted, except where applicable law provides otherwise.
2. Return Eligibility
To be eligible for a return, the item must meet all of the following conditions:
- The item must be unused, unwashed, undamaged, and in its original condition.
- The item must not show signs of use, including having been slept on, altered, stained, scented, stretched, or exposed to pet hair.
- The item must include original packaging, tags, inserts, fabric bags, and accessories where applicable.
- The item must be securely packed to prevent damage during return shipping.
- The return request must be submitted to Aurelie Home before the item is shipped back.
For hygiene reasons, bedding items that have been used, washed, stained, scented, damaged, or returned without original packaging may not be eligible for return.
Where applicable law provides otherwise, those legal requirements will apply.
3. Non-Returnable Items
The following items are generally not eligible for return or exchange:
- Items clearly marked as Final Sale before purchase.
- Items specifically marked as non-returnable before purchase.
- Gift cards or store credits.
- Used, washed, damaged, stained, scented, or altered bedding products.
- Products returned without required original packaging, tags, or return information.
- Customized or made-to-order products only where they were clearly identified as non-returnable before purchase.
Nothing in this section limits any statutory consumer rights that cannot be waived under applicable law.
4. How to Request a Return
To start a return, please contact us at:
Email: support@aureliehome.com
Please contact us within 30 days of delivery and provide:
- Order number
- Product name
- Reason for return
- Photos showing the current condition of the item where reasonably applicable
- Photos of the original packaging and shipping label when applicable
Please contact us before sending your item back so that we can provide the appropriate return instructions.
Returns sent without prior return instructions may be delayed or may not be accepted if they do not meet the return requirements.
Return Process
Step 01 — Contact Us
Email Aurelie Home within 30 days of delivery with your order information and return request.
Step 02 — Return Instructions
Our Customer Care team will review your request and provide the appropriate return instructions if the item meets the return requirements.
Step 03 — Ship Your Return
Send the eligible item using a trackable shipping method and retain the tracking information until the return has been completed.
5. Return Address
The following address is the designated return address for approved returns only:
Return Address — Approved Returns Only
Aurelie Home
Operated by: Ganzhou Zuosen Furniture Co., Ltd.
(赣州佐森家具有限公司)
No. 13 Jindong Road
Huangjinling Subdistrict
Zhanggong District, Ganzhou
Jiangxi, China
Chinese Return Address:
江西省赣州市章贡区黄金岭街道金东路13号
Email:
support@aureliehome.com
Phone:
+86 138 0358 7506
Please contact our Customer Care team before sending any return. Return instructions should be obtained before shipment so that your return can be properly identified and processed.
Please do not send a return without first contacting Aurelie Home.
Important: The return address above is the designated address for approved returns and is different from our business address shown in the Contact Us section below.
Please do not send returns to our business address unless our Customer Care team specifically instructs you to do so.
6. Return Shipping
For change-of-mind returns or returns that are not caused by a product defect or fulfillment error, customers are responsible for return shipping costs.
If an item arrives damaged, defective, or incorrect, Aurelie Home will review the issue and provide an appropriate resolution.
Where a return is required because the item is damaged, defective, incorrect, or because of an error by Aurelie Home, we will cover the reasonable return shipping cost.
We recommend using a trackable shipping service.
Aurelie Home is not responsible for return packages that are lost or damaged during customer-arranged return shipping.
Return shipping fees paid by the customer are generally non-refundable for change-of-mind returns, except where otherwise required by applicable law.
Aurelie Home does not charge a restocking fee for eligible returns.
7. Return Shipping Time
After receiving return instructions, the item should be shipped back within 14 days.
If you need additional time, please contact our Customer Care team before shipping.
8. Inspection and Approval
Once your return arrives, our team will inspect the item to confirm that it meets the return requirements.
We aim to complete the inspection and process eligible returns promptly.
If there is an issue with your return, our Customer Care team will contact you with further information.
9. Refunds
Once an eligible returned item has been received and approved, Aurelie Home will issue the refund to the original payment method used for the purchase.
Aurelie Home will typically issue the refund within 10 days of receiving and approving the eligible returned item.
After Aurelie Home issues the refund, your bank, card issuer, or payment provider may require additional time to make the funds visible in your account.
Original shipping charges, if any, are generally non-refundable for change-of-mind returns, except where a refund of those charges is required by applicable law.
For damaged, defective, or incorrect items, eligible original shipping charges may be refunded where applicable.
10. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, please contact us as soon as possible and within 30 days of delivery.
Email: support@aureliehome.com
Please include:
- Order number
- Photos of the item
- Photos of the packaging and shipping label
- A description of the issue
After reviewing the information provided, Aurelie Home may offer an appropriate resolution, which may include:
- Replacement
- Refund
- Another appropriate solution depending on the circumstances and product availability
Where a return is required because the item is damaged, defective, or incorrect, Aurelie Home will cover the reasonable return shipping cost.
11. Exchanges
Exchange requests may be submitted within the 30-day return window.
Exchanges are subject to:
- Return eligibility
- Product availability
If the requested replacement item is unavailable, you may receive a refund to the original payment method or, where available, store credit.
For exchanges requested for reasons other than a damaged, defective, or incorrect item, customers may be responsible for applicable return shipping costs.
12. Change-of-Mind Returns
We understand that preferences may vary.
Change-of-mind returns are accepted within 30 days of delivery where the item meets the return requirements.
Customers are responsible for return shipping costs for change-of-mind returns.
Original shipping charges, if any, are generally non-refundable for change-of-mind returns, except where a refund of those charges is required by applicable law.
13. Returns That May Be Rejected or Delayed
A return may be rejected or delayed if:
- The request is submitted after the 30-day return period.
- The return cannot be identified or matched to an order.
- The item was returned without following the provided return instructions.
- Required tracking information is not provided where applicable.
- The item shows signs of use, washing, stains, odors, pet hair, damage, or alteration.
- Required original packaging, tags, inserts, or accessories are missing.
- The item was clearly marked as Final Sale or non-returnable before purchase.
These conditions do not limit rights or remedies available under applicable consumer protection law.
14. International Orders
For international change-of-mind returns, customers are generally responsible for:
- Return shipping costs
- Customs fees
- Duties
- Taxes
- Other related return charges
For damaged, defective, or incorrect items, please contact Aurelie Home before arranging a return so that we can provide the appropriate instructions.
International return times may vary depending on the carrier, destination, and customs procedures.
Where applicable consumer protection laws provide otherwise, those legal requirements will apply.
15. Statutory Consumer Rights
Nothing in this policy limits or excludes any statutory consumer rights that cannot be waived under applicable law.
Where local consumer protection laws provide rights or remedies that are more favorable than the terms of this policy, those legal rights and remedies will continue to apply.
16. Contact Us
If you have questions about returns, exchanges, or refunds, please contact us:
Brand: Aurelie Home
Operated by: Ganzhou Zuosen Furniture Co., Ltd. (赣州佐森家具有限公司)
Customer Service Email: support@aureliehome.com
Customer Service Phone: +86 138 0358 7506
Business Address:
Jiangkou Village, Fushi Township, Nankang District, Ganzhou,
Jiangxi 341417, China
Registered Business Address (Chinese):
江西省赣州市南康区浮石乡江口村 341417, China
Return Address — Approved Returns Only:
No. 13 Jindong Road, Huangjinling Subdistrict, Zhanggong District,
Ganzhou, Jiangxi, China
Chinese Return Address:
江西省赣州市章贡区黄金岭街道金东路13号
Aurelie Home serves customers in the United States and other supported international markets.