Shipping & Returns

U.S. Shipping & Returns Policy

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Please note that due to new U.S. tariff laws, an additional tariff tax will be applied to all postal orders shipping to the United States. This surcharge is specifically for U.S.-bound shipments and will be calculated at checkout.

If for any reason the tariff fee is not paid, your order will be refunded within 30 days. Additionally, once an item has arrived in the USA, we are unable to offer refunds, so we kindly ask that you ensure you're confident in your purchase before finalising your order.

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We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.

To start a return, you can contact us at info@aurumaya.com.au.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. Please note that if your country of residence is not Australia, shipping your goods may take longer than expected.

You can always contact us for any return questions at info@aurumaya.com.au.

 

Customer Conduct and Refund Policy Update

 

At Aurumaya, we are committed to providing high-quality products and excellent customer service. We understand that sometimes issues arise, and we aim to resolve them fairly and efficiently.

 

Customer Conduct:

We expect all customers to communicate respectfully and honestly. Aurumaya reserves the right to refuse service and deny orders, refunds to any customer who behaves inappropriately or abusively, even if they claim a product is faulty. We will not tolerate harassment, threats, or vexatious complaints and maintain the right to protect our business and team from such behavior.

 

Refunds and Returns:

- Refunds are provided for eligible products that are faulty or not as described, in line with Australian Consumer Law.

- We ask customers to communicate any issues promptly and provide reasonable evidence when requesting a refund or exchange.

- Repeated returns or refund requests without valid reasons may be declined to ensure fair treatment for all customers.

Damages and Issues

Please inspect your order upon receipt and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we may evaluate the issue and make it right.
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalised items), and personal care goods (such as beauty products). 

* NOTE: We do NOT offer refunds due to 999 copper, silver or metal tarnishing. 
This is a natural process, and by purchasing copper, you are also responsible for the cleaning and proper care of this precious metal.

Please see and thoroughly read "copper cleaning & care instructions" below:

https://www.aurumaya.com.au/copper-care-instructions
 

All of our products undergo rigorous testing before leaving the lab to ensure the highest quality standards. Each item is thoroughly inspected to confirm there are no breakages or defects before shipment. Due to this meticulous process, we do not accept return requests for breakages, as we cannot verify whether the item was damaged upon receipt. Additionally, each item is individually photographed, and its details are clearly outlined in the web listing description. Therefore, returns based on personal preference or dissatisfaction with the product’s appearance will not be accepted.

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 3 day cooling off period
Notwithstanding the above, if merchandise is being shipped into the European Union, you have the right to cancel or return your order within 3 days for any reason and without justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds

We will notify you once we’ve received and inspected your return to let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.

If more than 15 business days have passed since we’ve approved your return, please contact us at info@aurumaya.com.au.