Refund & Cancellation Policy

Order cancellation

Once an order has been successfully placed, it generally cannot be cancelled. Please check the product, variant, quantity, delivery details, and personalization before confirming. Cancellation after payment or order confirmation does not automatically entitle you to a refund.

Personalized and customized products

Personalized, customized, made-to-order, engraved, printed, branded, or specially prepared products are generally non-cancellable, non-returnable, and non-refundable once production or processing has started, subject to the exceptions below and applicable law. Please check names, spelling, images, sizes, colours, quantities, and all other customization details before confirming.

Change of mind

We generally do not offer a cancellation or refund only because you change your mind, no longer want the product, select the wrong variant, or enter incorrect personalization details.

Refunds and exceptions

Payments are generally non-refundable once an eligible order has been confirmed or processing has begun. We will review requests where an exception may apply. Any request is subject to verification, this policy, and applicable law.

• The wrong item was delivered.
• The product arrived materially damaged or defective.
• A confirmed order was not delivered.
• Gift Aurea cannot fulfil the order.
• A refund is otherwise required under applicable law.

Delivery refusal or failed delivery

Refusing delivery or being unavailable to receive an order does not automatically qualify for a refund. Re-shipping and return-to-origin arrangements follow our Shipping page and the circumstances of the order.

Payment failure or duplicate payment

If a payment is debited but no valid order is created, or a duplicate payment is confirmed, contact us with the relevant order and payment references. We will review the records through the payment reconciliation process and arrange any applicable resolution.

Contact and support

Use our Contact Us page or contact the Gift Aurea representative assisting with your order. Include your order number, a description of the issue, and clear photographs where relevant. Do not share full card numbers, passwords, or verification codes.

Your legal rights

Nothing in this policy limits any rights or remedies available to customers under applicable law.