Refund policy

At AURO, we stand behind what we ship. We want returns and refunds to feel clear, fair, and human — not like a battle of fine print. Our 30-day return window gives you time to settle in with your order and make sure it feels right in your space.

This policy applies to purchases made from AURO, a trading name of Evolve Holdings Group Ltd. It explains our standard approach to returns, refunds, cancellations, and delivery issues for customers in the United Kingdom, United States, and Australia. Where local law gives you stronger rights than this policy, those legal rights always apply.

 

We also ship from fulfilment centres in the EU and USA to get your order to you as quickly as possible. Your order will be dispatched from the nearest available warehouse based on your delivery address.

Our 30-day AURO promise

If you would like to return an item, please contact us within 30 days of delivery at hello@byauro.com. We will talk you through the next step and work with you toward a fair outcome.

Our 30-day policy is a commercial promise from AURO. It does not reduce, replace, or limit any statutory rights you may have under consumer law in your region.

Please contact us at hello@byauro.com before sending anything back. Because we ship from fulfilment partners in the UK, EU and USA, we'll send you the correct return address for your specific order to make sure it's processed quickly.

Returning Specific Product Types 

Different AURO products need to be returned slightly differently:

• Lighting (wall, ceiling, table, outdoor): Please disconnect from power and remove any installed bulbs before packaging. Hardwired pieces must be returned in their original packaging where possible.
• Wall art on canvas (rolled or stretched): If your piece arrived rolled in a tube, please return it the same way. If stretched on a frame, please use the original box and corner protectors. Rolling a stretched canvas may damage it and may affect what we can refund.
• Clocks: Please remove the batteries before return and pack the clock face-up in its original packaging. If you're unsure how to package something, just email us and we'll send instructions.

If your item arrives damaged, faulty, incorrect, or not as described

If something is wrong with your order, that is on us, and we will put it right.

Please email us as soon as reasonably possible with your order number, a short description of the issue, and photos or video if available. This helps us resolve things faster. In many cases, we can offer a free replacement, repair, refund, or another appropriate remedy without making you wait unnecessarily. If a return is needed, we will tell you how to send it back.

For items that are damaged, defective, incorrect, or not as described, AURO will cover the reasonable return shipping cost where the law requires it and, in practice, we will generally handle that cost for you. We will never ask you to pay return shipping for a product that is genuinely faulty because of us.

Depending on the issue and your legal rights, the right outcome may be a repair, replacement, price reduction, or refund. If the problem is significant, or cannot be fixed within a reasonable time, a full refund may be available.

If you've changed your mind

We understand that sometimes a piece simply does not work once you see it at home. If your request is genuine, we will work with you to find a practical solution.

Our first step may be to help you find a better fit — a replacement, exchange, or different style. If you'd prefer to keep the item, we can sometimes work out an alternative, such as keeping the piece at a discounted price. We'll always work with you toward an outcome that feels fair.

This can be a faster and less wasteful solution for everyone, but it is always optional.

If you would rather return the item, we may accept a change-of-mind return within 30 days of delivery, provided the item is unused, uninstalled, in re-saleable condition, and returned with original packaging where reasonably possible.

For change-of-mind returns, the customer is usually responsible for return shipping costs unless local law says otherwise or we agree otherwise in writing.

For change-of-mind returns, we may reduce the refund if the item shows signs of use, damage, installation, missing parts, or handling beyond what is reasonably necessary to inspect it.

Unless required by law, original outbound shipping charges are not refunded for change-of-mind returns. Where local law requires us to refund all or part of the original delivery charge, we will do so.

Cancelling an order

If you need to cancel an order before it has shipped, contact us as quickly as possible. If the order has not yet been processed or dispatched, we will cancel it and issue a full refund.

If the order has already shipped, cancellation may no longer be possible before delivery. In that case, the order will usually need to be treated under the return or statutory cancellation rules set out in this policy.

Delivery issues and orders that do not arrive on time

We know that waiting on a delivery is frustrating, especially when you are planning a room around it.

If your order is lost, delayed, or has not arrived by the expected date, please contact us at hello@byauro.com. We will investigate with the carrier and keep you updated. If we cannot deliver your order within the time we agreed, or within a reasonable time where no specific time was agreed, you may be entitled to cancel for a full refund under applicable law.

If an item becomes unavailable after purchase, or we cannot fulfil the order within the promised timeframe, we will let you know and offer you the choice of waiting, accepting an alternative where appropriate, or receiving a refund.

How refunds are processed

Once a refund is approved, we will send it back to your original payment method, unless another method is required by law or agreed with you.

Refunds are typically processed within 5-7 business days of approval. Depending on your bank or payment provider, it may take an additional 3-10 business days to appear in your account.

Regional notes where the law differs

For our UK customers

If you are buying as a consumer in the United Kingdom, you have legal rights that sit alongside our 30-day AURO promise.

If your purchase was made online, you usually have a 14-day cooling-off period starting the day after you receive the goods. To use that right, you must tell us within that 14-day period that you want to cancel. You then normally have a further 14 days to send the goods back. If you cancel validly under this right, we will refund the purchase price and the basic outbound delivery cost you paid. You may still need to pay the return cost for a change-of-mind cancellation unless we agreed otherwise or the item is faulty.

If goods are faulty, you may have a 30-day short-term right to reject and receive a refund. After that, the usual legal route is that we are entitled to try a repair or replacement first. If the repair or replacement is unsuccessful, not possible, or not provided within a reasonable time, you may then be entitled to a refund or price reduction.

If a fault appears within the first six months after delivery, the law generally treats it as having been present at delivery unless we can show otherwise. Nothing in this policy limits your rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013.

For our Australian customers

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If you are a consumer in Australia, you are entitled to a replacement or refund for a major failure and to compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

Our 30-day AURO return window is a separate goodwill promise. It does not set a deadline on your rights under the Australian Consumer Law. Consumer guarantee rights can apply beyond 30 days, for a period that is reasonable having regard to the type of product, its price, and how it would ordinarily be used.

For faulty goods, the right remedy depends on whether the problem is major or minor. We will not tell you that you are limited to store credit, that you must deal only with the manufacturer, or that you have no remedy after a short period, because that would not reflect your legal rights.

For our US customers

If you are purchasing in the United States, we will honour this policy as advertised. We believe return terms should be clear enough that you know where you stand before you buy.

If your order is not shipped or delivered within the time we promised, or if no time was stated and the delay becomes unreasonable, please contact us. Where required by applicable law, we will offer an updated delivery timeframe, the option to cancel, or a refund.

Some states, including California and New York, require clear disclosure of return and refund terms. Some states may also give you additional rights that cannot be waived. Nothing in this policy is intended to limit any non-excludable rights you may have under state consumer protection law.

Statutory rights always come first

Nothing in this policy excludes, limits, or replaces any rights or remedies you may have under applicable consumer protection law in the United Kingdom, United States, or Australia.

That means, among other things, that:

- our 30-day return window is an additional AURO promise, not the outer limit of your legal rights;

- if an item is faulty, unsafe, not as described, or not fit for purpose, you may have rights beyond what is described in any goodwill return process;

- where the law says you are entitled to a repair, replacement, refund, price reduction, cancellation right, or reimbursement of certain delivery costs, we will honour that; and

- we will not rely on this policy to override any non-excludable consumer guarantees or statutory protections.

If you are unsure which option applies to your order, just contact us. We will always try to resolve the matter in a way that is fair, clear, and consistent with the law.

How to contact us

For all return, refund, cancellation, or delivery enquiries, please contact:

AURO, trading name of Evolve Holdings Group Ltd, a private limited company registered in Scotland (Company No. SC884015). 

Office address: 66 Paul Street, London, EC2A 4NA, United Kingdom. 

Phone: +44 20 3856 3077

Email: hello@byauro.com

Our typical response time is 24 to 48 hours on business days. If you contact us over the weekend, you can usually expect a reply the following Monday or Tuesday. During periods of unusually high enquiry volume, we will let you know if responses may take a little longer.

We believe returns should feel like a conversation, not a confrontation. If there is a problem, reach out and we will do our best to make it right.

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Disclaimer: This policy is written for general customer information and does not reduce any mandatory legal rights that apply in your region.