Refund policy
Last updated: September 7, 2026
1. Return Window
AURESTAR accepts eligible return requests within 30 days of delivery.
To be eligible for a return, an item must be unused and in its original condition, without damage, stains, odors, marks, installation, framing, alteration, or other signs of use.
Where applicable, the item should include its original packaging, accessories, certificates, and other included components.
All returns must be authorized by AURESTAR before they are sent back. Unauthorized returns may not be accepted.
2. How to Request a Return
To request a return, please contact:
Please include:
- your order number
- the email address used for the order
- the item you wish to return
- the reason for your return request
- clear photographs of the item and packaging where requested
After reviewing the request, AURESTAR will provide return instructions and confirm whether the item must be returned.
Please do not send any item back until you have received return instructions from AURESTAR.
3. Customer-Preference Returns
Exchanges
Exchanges are not accepted. Customers may request an eligible return and place a new order separately.
Customer-preference returns include situations such as changing your mind, ordering the wrong item, personal preference, no longer needing the item, or determining that the item is not suitable for your space.
For eligible customer-preference returns, AURESTAR will cover the approved return shipping cost using the return method specified in our return instructions.
A 15% restocking fee will be deducted from the refund for eligible customer-preference returns.
Original shipping charges, including standard and expedited shipping charges, are non-refundable for customer-preference returns unless otherwise required by applicable law.
4. Damaged, Defective, or Incorrect Items
If an item arrives damaged, defective, or different from the item ordered, please contact us as soon as possible at support@aurestar.net.
Please include your order number, a description of the issue, and clear photographs of the item, packaging, and shipping label where available.
If the item is confirmed to have arrived damaged, defective, or incorrect:
- the 15% restocking fee will not apply
- AURESTAR will cover reasonable return shipping costs if a return is required
- AURESTAR will provide an appropriate replacement, refund, or other resolution based on the circumstances
5. Return Not Required in Certain Cases
In certain circumstances, after reviewing the return or refund request, AURESTAR may determine that a physical return is not required.
In such cases, AURESTAR may provide a refund, partial refund, replacement, or another appropriate resolution based on the circumstances.
Any such determination is made on a case-by-case basis and does not create a general right to receive a refund, partial refund, replacement, or other resolution without returning the product.
Customers should not dispose of, return, or otherwise send an item unless instructed by AURESTAR.
6. Handmade Artwork Variations
Some AURESTAR products are hand-painted or handcrafted. Minor variations in color, brushwork, line detail, texture, dimensions, and finish may naturally occur.
Minor variations that are consistent with the handmade nature of the product are not considered defects, provided that the item remains consistent with the subject, style, and overall visual presentation shown on the applicable product page.
7. Items Not Eligible for Return
Returns cannot be accepted for items that:
- have been used, installed, framed, altered, damaged, stained, or marked after delivery
- are missing original packaging or included components where those materials are reasonably necessary for safe return
- have been damaged due to improper handling, storage, cleaning, installation, or modification by the customer
8. Return Shipping and Return Instructions
Approved returns are handled by mail.
For approved returns, AURESTAR will provide a prepaid return label electronically for the customer to download and print.
Approved returns must be sent only according to the return instructions provided by AURESTAR.
Do not send returns to AURESTAR's registered office or any other address without prior authorization.
Where a physical return is required, AURESTAR will provide the designated return destination and shipping instructions after the return request has been approved.
For eligible returns under this policy, AURESTAR will cover the approved return shipping cost using the shipping method specified in the return instructions.
9. Refunds
Once a returned item is received, where a physical return is required, we will inspect it and notify the customer whether the refund has been approved.
AURESTAR generally completes approved refund processing within 10 days after receiving the returned item.
Banks, credit card companies, and payment providers may require additional time to process and post the refund after AURESTAR has issued it.
10. Unauthorized Returns
Please do not send merchandise back without first receiving return authorization and instructions from AURESTAR.
Unauthorized returns may be refused, delayed, or returned to the sender.
11. Contact Us
If you have questions about this Return & Refund Policy, please contact:
AUREN STAR LIMITED (trading as AURESTAR)
Company Registration No.: 80700757
Registered Office: Room A5, 7/F, Astoria Building, No. 34 Ashley Road, Tsim Sha Tsui, Hong Kong
Customer Support Email: support@aurestar.net
Business Phone: +852 9417 9718