Refund policy
Refund, Return & Replacement Policy
At Aureza, each piece is individually crafted and personalized to reflect your unique identity. Due to the made-to-order nature of our products, orders are considered final once they enter production.
Section 1: Personalized Orders
Each Aureza piece is carefully crafted based on the details you provide, making it uniquely yours. Because of this made-to-order process, personalized items are not eligible for returns or refunds once an order has been processed.
We encourage customers to review all personalization details, including spelling, dates, and formatting, prior to completing their purchase, as each piece is created exactly as submitted.
Section 2: Replacement Eligibility
In the rare event that your item arrives with a defect or damage, we will gladly review your case and provide a suitable resolution in accordance with our policy.
Section 3: Reporting an Issue
To request a replacement, you must contact us within 48 hours of delivery and provide:
- Clear, unedited photos of the product
- Photos of the packaging upon arrival
- Your order number and contact details
Failure to provide sufficient documentation may result in denial of the request.
Section 4: Product Characteristics
As each piece is individually produced, slight variations in engraving, finish, or color tone may occur. These are not considered defects but rather a natural result of the customization process.
Section 5: Review & Approval Process
All claims are subject to review and approval by Aureza. We reserve the right to determine whether the product qualifies for a replacement under this policy.
Section 6: One-Time Replacement Policy
Approved claims will be granted a one-time replacement only. Replacements are final and are not eligible for further claims, refunds, or exchanges.
Section 7: Warranty Coverage
Aureza offers a 1-year limited warranty from the date of delivery, covering defects in material or workmanship under normal use.
If a valid warranty claim is approved, we will provide a replacement of the original item. Please note that this warranty covers the product itself only. Additional costs such as shipping, handling, or processing fees may apply.
This warranty does not cover damage caused by misuse, improper care, normal wear and tear, or external factors beyond our control.
All warranty claims are subject to review and approval by Aureza.
Section 8: Shipping Responsibility
Aureza is not responsible for delays, damages, or losses caused by third-party shipping carriers. However, we will assist in reviewing claims related to transit issues where applicable.
Section 9: Customer Responsibility
Customers are responsible for ensuring that all personalization details, shipping addresses, and order information are accurate at the time of purchase. Orders processed with incorrect information are not eligible for refund or replacement.
Section 10: Order Processing & Modifications
A 12-hour window is provided after placing an order for any change or cancellation requests. Once this period has passed, orders proceed to our production queue and are considered final.
As each piece is personalized, all items are crafted based on the details provided at checkout.
Section 11: Refusal of Claims
Aureza reserves the right to refuse any claim that appears fraudulent, abusive, or inconsistent with the terms outlined in this policy.
Section 12: Agreement to Terms
By placing an order with Aureza, you acknowledge that you have read, understood, and agreed to this policy in full.
Contact Us
For any concerns or assistance, please contact our support team through support@aureza.es. We are committed to providing a smooth and fair experience for all customers.