At Auroraresinhome, our goal is to create high-quality, handmade furniture that is uniquely crafted for each customer.
Exceptions / non-returnable items
Certain types of items cannot be returned, like custom products (such as special orders or personalized items).We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns or refunds on gift cards.
Exchanges
Unfortunately, For customized epoxy resin order, we cannot accept Exchanges.
Cancellation Policy
We accept cancellations with a valid reason within 6 hours of placing your order. Please double-check all details when placing your order, including size and design, to ensure everything is correct and to your satisfaction.
Since our furniture is made-to-order, cancellations cannot be processed once production or delivery is in progress. We begin crafting your piece promptly after your order, often contacting the craftsman the same day and beginning the process of purchasing wood and scheduling production. Due to the nature of custom furniture, cancelled orders are difficult to resell, especially since design work may already have started.
For customized epoxy resin order, once the drawings are confirmed and production has started, changes cannot be made. Orders cancelled after 72 hours of placement are subject to a 30% cancellation fee.
Return Policy
Returns are accepted within 30 days after delivery. However, custom items, showroom pieces, and special orders are not eligible for return.
- The customer is responsible for return shipping costs, but we are happy to assist with logistics upon request.
- The item must be in “as-new” condition. If damage is noted, Auroraresinhome reserves the right to charge a reasonable restoration fee.
- Pending inspection, a credit or refund will be issued for the item value, minus a 30% restocking fee.
Please note that due to the international nature of our business, return shipping can be costly. We encourage communication in the event of unexpected situations.
Refund
Discounts and promo codes cannot be applied to Refund.
Note: Returned item(s) must be shipped back in the original packaging or similar packaging that will prevent item(s) from damage while in transport.
Note: All refunds are issued back to the original form of payment used during purchase.
Quality Assurance
All items undergo a thorough quality check before being shipped. However, errors may sometimes occur. If the item you receive is incorrect, damaged, or faulty, we will work with you to resolve the issue. Please provide a detailed description of the problem and photographs and video of any damage. We will issue a partial refund or rectify the issue as per our shipping policy.
Assembly and Damage
Damage occurring during home assembly is not covered by our policy. If you have any concerns about assembly, feel free to contact us for advice. Most of our furniture arrives fully assembled, except for the furniture legs.
Natural Characteristics of Wood
We celebrate the natural variations in wood, including small knots, cracks, grain differences, and color changes. These unique features, along with the industrial processes we use, may result in minor machining or pitting marks, which are part of the character of each piece. These variations are not considered valid reasons for return or refund.
Our timber is properly dried for indoor use, but as a natural material, wood can experience slight dimension changes, such as shrinking or warping, due to temperature or humidity fluctuations. These changes can often be corrected by adjusting the environment where the furniture is kept.
Force Majeure
We are unable to accept returns or offer refunds due to changes in climate or environment, acts of nature, war, pandemics, earthquakes, fires, or other unforeseen events.
Disputes
We understand that disputes with financial institutions can be a source of frustration and stress for our customers, and we want to support you through this process as best we can. Please contact us directly if you have any issues or concerns with your purchase. We will work with you to find a solution that is fair and reasonable. If the dispute escalates to the bank, we will respect their decision and comply with it, regardless of the outcome.
In the event that a customer disputes a payment with their financial institution, we will cooperate with the bank’s investigation and provide any necessary documentation to support our position. If the dispute escalates and a decision is made by the bank, we will respect and abide by their decision, whether it is in our favor or the customer’s. We encourage customers to contact us directly with any concerns or issues regarding their purchase before filing a dispute with their bank.
How to Submit a return request online
Click the profile icon in the store navigation, or go to the Refund Policy or Returns page, and request a return.
1. Log in to your account: https://account.auroraresinhome.com or https://auroraresinhome.com/account/login
1.1. In the Email field, enter your email address and click Continue.
2. In your email account, open the email from our store and copy the six-digit verification code included in the email.
3. Return to the online store and enter the six-digit verification code.
2. Click Request Return for the order you want to return.
3. If your order contains multiple items, select the items you want to return.
4. Select the reason for your return and add a note for the store to review.
5. Click Request Return.
If your return request is approved and needs to be shipped, you will receive an email with shipping instructions and a return shipping label. Once the product is returned, you will receive a refund.