Refund policy

At Auristy, we want every customer to feel confident when shopping with us. Please review our policy below:

🔧 Manufacturing Error / Damage

  • If your item arrives damaged or with a manufacturing defect, please contact us within 3 days of delivery.
  • We’ll replace the defective item free of charge.
  • Note: Damage reported after 3 days may be considered customer-caused and not covered.

🔄 Refunds & Returns (Within 30 Days)

  • Changed your mind? No problem! Returns are accepted within 30 days (excluding customized items).
  • Return shipping costs are the customer’s responsibility.
  • Items returned to sender without contacting our support team first will not be approved for a refund.
  • Sender/business registration addresses are not our return facility address.
  • Refunds will be processed via your original payment method within 2–7 business days once we receive the item.
  • To initiate a return, please email us at support@auristy.com

❌ Cancellations

  • Orders can be cancelled within 1 hour of purchase for a full refund.
  • After 1 hour, your order may already be in processing/shipping and cannot be cancelled.

🎁 Customized Orders

  • Please note that customized items — including those with name engravings or any personalized items — are not eligible for returns or exchanges due to the unique, made-to-order nature of these products.

🚚 Shipping Issues

a) Shipping Delays

  • If your order is delayed due to unforeseen circumstances (e.g., customs, weather, natural disasters), we kindly ask for your patience.
  • Orders cannot be cancelled once dispatched. However, if the parcel is still undelivered after 30 days, we will gladly refund your order.

b) Missing Package (In Transit)

  • If your package has not arrived within 5 weeks of dispatch, please contact us for a replacement or refund.
  • We prioritize resolving missing orders as quickly as possible.

c) Lost / Stolen Packages

  • If tracking shows “Delivered” but you have not received your package, please contact your local carrier first.
  • Auristy is not responsible for lost or stolen parcels after confirmed delivery. However, our team can assist by providing tracking details and documentation for you to file a claim with the carrier.

For any questions, please reach out to us at: support@auristy.com