Refund policy

Returns & Refund Policy


Last Updated: [25-july-2026]

Returns & Refund Policy

At Aurenza London, we take pride in crafting and supplying premium genuine leather accessories. We want you to shop with confidence, and if for any reason you are not completely satisfied with your purchase, we're here to help.

This Returns & Refund Policy explains your rights, our return process, and how refunds are handled. It has been prepared in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.

1. Return Eligibility

If you change your mind, you may return your purchase within 14 calendar days of receiving your order.

To be eligible for a return, the item must:

  • Be returned within 07 days of delivery.

  • Be unused and unworn.

  • Be in its original condition.

  • Include all original packaging, tags and accessories.

  • Be free from stains, scratches, odours or damage caused after delivery.

  • Be securely packaged to prevent damage during return transit.

We reserve the right to refuse returns that do not meet these conditions.

2. Free Returns

Aurenza London provides free return shipping for eligible returns within the United Kingdom.

Once your return request has been approved, we will provide instructions for returning your item. Please do not send items back without first contacting our customer support team.

3. How to Request a Return

 

To begin a return, please contact our customer support team with:

  • Your order number

  • Your full name

  • The email address used for your order

  • The reason for your return (optional for change-of-mind returns)

  • Photographs, where applicable (for damaged or faulty items)

Customer Support Email:

[Customer Support Email]

Our team will provide the next steps and return instructions.

4. Faulty, Damaged or Incorrect Items

Please inspect your order as soon as it arrives.

If you receive an item that is:

  • Faulty

  • Damaged during transit

  • Defective

  • Incorrect

  • Missing from your order

please contact us as soon as reasonably possible.

Where appropriate, we may ask you to provide photographs to help us assess the issue quickly.

If the product is confirmed to be faulty or supplied in error, Aurenza London will provide an appropriate remedy in accordance with your statutory rights, which may include:

  • A replacement

  • A repair (where appropriate)

  • A full refund

Nothing in this policy limits your legal rights under UK consumer law.

5. Refund Process

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

If your return is approved, your refund will be processed to your original payment method.

Refunds generally appear within 5–10 working days, although processing times may vary depending on your payment provider.

Original delivery charges will be refunded where required by applicable law.

6. Exchanges

We do not currently offer direct product exchanges.

If you would like a different product, colour or style, please return your original purchase in accordance with this policy and place a new order through our website.

7. Order Cancellations

If you wish to cancel an order before it has been dispatched, please contact us immediately.

If your order has not yet entered the dispatch process, we will cancel it and issue a full refund.

If your order has already been dispatched, you may return it under this Returns & Refund Policy after delivery.

8. Non-Returnable Items

For hygiene, safety or product integrity reasons, certain products may not be eligible for return where permitted by law.

We may refuse returns where items:

  • Show signs of use.

  • Have been personalised or customised.

  • Have been altered after delivery.

  • Are damaged through misuse or improper care.

  • Are returned without their original packaging where this affects resale value.

Any exceptions will always comply with your statutory consumer rights.

9. Genuine Leather Characteristics

Our products are made from 100% genuine leather.

As leather is a natural material, each item may display unique characteristics, including:

  • Natural grain variations

  • Minor creases

  • Small wrinkles

  • Texture differences

  • Slight colour variations

  • Natural markings

These characteristics are evidence of authentic leather and are not considered manufacturing defects or grounds for a return based on product quality alone.

10. Return Condition

Returned products should be packed carefully to prevent damage during transport.

If an item is returned in a condition that indicates it has been used beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect any loss in value, where permitted by law.

11. Late or Missing Refunds

If you have not received your refund after the expected processing period:

  1. Check your bank or card account.

  2. Contact your payment provider.

  3. Contact your card issuer, as processing times may vary.

If you have completed these steps and still require assistance, please contact our customer support team.

12. Statutory Consumer Rights

This Returns & Refund Policy does not affect or limit your statutory rights under applicable UK consumer protection legislation.

If goods are faulty, not as described or not of satisfactory quality, you may be entitled to additional legal remedies.

13. Contact Us

For all return and refund enquiries, please contact:

Aurenza London

Business Address:

[6 Mordon Road, Ilford, IG3 8QR, United Kingdom]

Customer Support Email:

[info@aurenzalondon.co.uk]

Website:

www.aurenzalondon.co.uk

© Aurenza London. All rights reserved.