Return Policy

REFUND POLICY

Last Updated: December 7, 2025

SECTION 1 – RETURNS TIMELINE We have a strict 14-day return policy, which means you have 14 days after receiving your item to request a return. If 14 days have passed since your delivery date, unfortunately, we cannot offer you a refund or exchange.

SECTION 2 – ELIGIBILITY FOR RETURNS To be eligible for a return, your item must be in the same condition that you received it:

  • Unworn, unused, and unwashed.

  • In its original packaging with all tags attached.

  • Free of any odors (perfume, smoke, cooking) or pet hair.

Items that appear used, soiled, or damaged by the customer will not be accepted and may be sent back to you at your expense.

Handmade Variations vs. Defects: Please note that "defects" do not include the natural variations characteristic of handmade items. Specifically:

  • Size/Dimensions: Due to the hand-stitched and non-mechanized nature of our Kantha quilts, precise dimensions cannot be guaranteed. Slight variations in size (width or length) are normal and do not constitute a manufacturing defect.

  • Visual Variations: Unique stitching, loose threads, slight dye lot differences, or fabric texture are characteristics of the handmade process.

Additionally, while we try our best to display colors accurately, differences in monitor settings do not constitute a "product defect." Returns initiated due to color preference, slight size discrepancies, or handmade variations are considered standard returns, and return shipping costs will remain the responsibility of the customer.

SECTION 3 – HOW TO START A RETURN To start a return, you can contact us at support@artisanauraa.com with your order number and reason for return. If your return is accepted, we will provide you with the return address. Please note that items sent back to us without first requesting a return will not be accepted.

SECTION 4 – RETURN SHIPPING COSTS & CUSTOMS The customer is responsible for paying for their own shipping costs for returning the item. Shipping costs are non-refundable.

  • If you receive a refund, the cost of the original shipping (if applicable) will be deducted from your refund.

  • You must use a trackable shipping service or purchase shipping insurance. We cannot guarantee that we will receive your returned item, and Artisan Auraa is not responsible for lost return packages.

International Returns (USA to Canada): If you are returning an item from outside Canada (e.g., from the USA), you MUST clearly mark the package as "RETURNED GOODS - NO COMMERCIAL VALUE" on the customs declaration form. If this is not done, we may be charged customs duties upon receipt. Any customs fees, duties, or taxes incurred by Artisan Auraa due to incorrect return labeling will be deducted from your total refund amount.

SECTION 5 – DAMAGES & ISSUES (48-HOUR RULE) Please inspect your order immediately upon reception. If the item is defective, damaged, or if you receive the wrong item, you must contact us within 48 hours of delivery with photos of the issue. This timeline is strictly enforced to ensure that damages occurred during transit and not during usage. Claims made after 48 hours may not be accepted.

SECTION 6 – EXCEPTIONS / NON-RETURNABLE ITEMS Certain types of items cannot be returned:

  • Custom products (special orders or personalized items).

  • Sale items or "Final Sale" items.

  • Gift cards.

SECTION 7 – REFUNDS & RESTOCKING FEES We will notify you once we’ve received and inspected your return to confirm it meets our eligibility criteria.

  • If approved, you’ll be automatically refunded on your original payment method within 10 business days.

  • If the item is returned in a condition that does not meet our policy (e.g., used, damaged, missing tags, or strong odors), we reserve the right to deny the refund or charge a restocking fee of up to 20% to cover the loss of value.

SECTION 8 – REFUSED PACKAGES If you refuse a shipment upon delivery (for example, to avoid paying customs duties), you are responsible for:

  1. The original shipping charges.

  2. Any import fees incurred on the package.

  3. The cost of returning the package to our warehouse.

This total amount will be deducted from your merchandise refund. If the return shipping costs exceed the value of the merchandise, the package will be abandoned, and no refund will be issued.

CONTACT US If you have any questions about our Refund Policy, please contact us at support@artisanauraa.com.