Aurora Bags Return and Refund Policy

Last Updated: 23-09-2025

Thank you for shopping with us at Aurora Bags. Our Return and Refund Policy aims to ensure a smooth and transparent experience. Please review the guidelines below for eligibility, processes, and timelines for returns, refunds, and exchanges.

Scope and Contact Information

For questions regarding returns and refunds, please contact us through any of the methods below:

• Email: support@aurora-bags.com
• Phone: +31 6 53479823
  
• Hours: Monday to Friday, 09:00 AM – 05:00 PM

Policy Overview

• Return Period: Items can be returned within 30 days of delivery.
• Refund Processing Time: we will process your refund within 7 business days
• Return Shipping Costs: Covered by the customer unless the product is defective or incorrect.

Order Cancellations

You may cancel your order within two hours of purchase by contacting our customer service team. If your order has already been shipped, please follow the steps in our Return Instructions below.

Return Conditions

We offer returns under the following conditions:

• Return Window: Items can be returned within 30 days of delivery.
• Item Condition: Items must be in their original, unused condition with all tags attached and in the original packaging.
• Receipt or Proof of Purchase: Required for all returns.
• Exceptions: Certain products, such as custom or personalized items and hygiene products (e.g., undergarments), are non-returnable unless unopened and unused.

Return Instructions

To start a return, please follow these steps:

1. Contact Customer Service: Email support@aurora-bags.com with your order number, reason for return, and any supporting photos if applicable.
2. Receive Return Authorization: Our team will review your request and provide a return authorization and detailed instructions.
3. Return Packaging: Safely package the item, ensuring all tags and original packaging are included, and attach the return authorization form.
4. Shipping: Use a reliable shipping service with tracking. Return shipping costs are covered by the customer or covered by us if defective or incorrect.

Refund Policy

• Processing Time: Approved refunds will be processed to your original payment method within 7 business days. Your bank or credit card provider may require additional time to post the refund.
• Confirmation: You will receive a confirmation email once the refund is processed.

If you do not see the refund within the expected time, please check with your bank. For further assistance, contact us at support@aurora-bags.com

Exchange Policy

We offer exchanges for incorrect or defective items. Contact us within 30 days of delivery, and we’ll cover the return shipping costs for eligible exchanges. If an incorrect size was ordered, please follow the return process and then place a new order for the correct size.

Exceptions and Special Cases

• Defective or Damaged Items: If your item arrives damaged or defective, contact us within 48 hours. We’ll arrange a return at no cost to you and offer a replacement or full refund as per your preference.
• Incorrect Product: If you receive an incorrect item, please contact us, and we’ll cover the return shipping and send you the correct item promptly.
• Lost Packages: If your package does not arrive within the estimated timeframe, contact us so we can initiate an investigation with the shipping carrier.
  

Processing Times

• Return Window: Items can be returned within 30 days of delivery.
• Refund Issuance: we will process your refund within 7 business days.

Contact Information

If you have further questions or require assistance with returns or refunds, please reach out:

• Email: support@aurora-bags.com
• Phone: +31 6 53479823
• Hours: Monday to Friday, 09:00 AM – 05:00 PM