Refund policy

Return Policy

 

This returns policy has been prepared based on the legislation in force under Decree-Law No. 24/2014 and may be updated without prior notice.

1.Period for Free Resolution and Return.

The customer has the right to terminate the contract without incurring any costs (other than the cost of returning the product(s)) and without needing to provide a reason, within 14 (fourteen) days from the day the customer or a third party indicated by the customer (excluding the carrier) receives the product. After this period, it will not be possible to offer a refund or exchange of the item(s).If the customer wishes to exercise the right of free contract resolution, they must fill out and submit any unequivocal statement of contract termination. This can be done via the email clientes@aurora-diamond-crafts.com, explicitly stating that they wish to terminate the contract or return the product. The email contact should reference the relevant details the following mentioned: 

● Recipient's name;

● Telephone/mobile contact;

● Order number;

● Order date;

● Order receipt date;

● Number of products and/or services purchased.

You can also help by filling out and sending by email our Return Form available on our website. Upon receipt of the contract withdrawal request and the respective return, the matter will be processed by our quality department and a response will be given as soon as possible.

2. Conditions for the return.

For a purchase to be eligible for return, the purchased items must be in the same condition as when they were delivered. Complete, with all accessories and user manual. It will also be necessary for them to be returned in the original packaging and without signs of improper use or mishandling. Products considered perishable cannot be returned. The following are examples: goods, food, flowers, newspapers, and magazines. The return must always be made to the retailer and never to the supplier of the products and/or services.

3. Documentation.

For the return process to be completed, it will be necessary to include the purchase invoice, proof of payment, and the return form.

4. Refund.

The refund of the product(s) value, as well as the delivery costs, will be full within 14 days from the date we are informed of the decision to withdraw. Aurora Diamond Crafts is not obliged to reimburse additional return costs if a different and more expensive collection method is used than the one we provided. In the case that the collection of the product(s) from the customer is requested by Aurora Diamond Crafts, the refund process will begin after the due receipt of the product(s). The customer will be notified by {email} regarding this process. The refund will be made through the the same payment method used by the customer for the initial payment, except in cases of express agreement and where the customer does not incur any costs as a result of the refund. If you do not receive the refund within the indicated period, try checking your bank account again. If you still do not see the deposit, also contact your bank manager. If you still do not receive feedback, try contacting the bank. After these steps, you may contact us at the number (+351) 910 000 000 .

5. Exchanges.

An exchange of items is only accepted when the order arrives defective, incomplete, incorrect, or damaged as a result of the delivery process. If you wish to exchange an item, you must contact us by email at the following address: auroradcrafts@gmail.com 

6. Gifts.

If the item was given as a gift, it will only be accepted for exchange upon presentation of the corresponding gift receipt.

7. Shipping costs.

The shipping costs initially paid will be included in the refundable amount, as provided for in the legislation in force under Decree-Law No. 24/2014. If the customer wishes to use a collection method different from that defined by Aurora Diamond Crafts, the customer will be responsible for paying any additional shipping costs related to the return of the product to the store, whether for the purpose of a refund or exchange. We cannot guarantee that the items will be returned or that they will arrive in the same condition as when they were sent.

8. International returns.

In the case of an order delivered abroad, the return process is carried out based on the above-mentioned conditions.