Refund policy

Last Updated: June 2026

At Aurex, customer satisfaction is important to us. If you are not completely satisfied with your purchase, you may return eligible items in accordance with the policy below.

1. Return Window

Customers may request a return within 30 days of receiving their order.

To be eligible for a return, items must:

  • Be unused and unworn
  • Be in their original condition
  • Include all original tags and packaging
  • Not show signs of damage caused by the customer

2. Non-Returnable Items

For hygiene and safety reasons, the following items cannot be returned unless faulty:

  • Underwear
  • Socks that have been opened or worn
  • Personal care products
  • Gift cards

3. How to Request a Return

To initiate a return, please contact us at:

Email: support@aurex.co.uk
Phone: +44 7974 885 747

Please include:

  • Order number
  • Full name
  • Reason for return
  • Photos if the item is damaged or incorrect

Our support team will provide return instructions.

4. Return Shipping

  • Customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect.
  • We recommend using a tracked shipping service, as we are not responsible for items lost during return transit.

5. Damaged, Defective, or Incorrect Items

If you receive a damaged, defective, or incorrect item, please contact us within 7 days of delivery.

We may request photographs to verify the issue and will provide a replacement, exchange, or full refund where appropriate.

6. Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be issued to the original payment method within 5–10 business days.

Processing times may vary depending on your bank or payment provider.

7. Exchanges

We offer exchanges for size or color when stock is available. If the requested replacement is unavailable, a refund may be offered instead.

8. Order Cancellations

Orders may be cancelled before they are processed and dispatched. Once an order has been shipped, it must be returned in accordance with this policy.

9. Contact Information

Aurex

Address:
15 Jade Place
Huddersfield
England HD2 1BE
United Kingdom

Email: support@aurex.co.uk

Phone: +44 7974 885 747

Details the conditions under which customers can return products and how refunds are processed.