Thank you for shopping at AURENZO. We stand behind the quality, engineering, and design of our products. If you are not entirely satisfied with your purchase, we are here to help.
Eligibility Window: You have 30 calendar days from the date you received your item to initiate a return.
Item Condition: To be eligible for a return, your item must be unused, unburnt, and in the same pristine condition that you received it. It must be completely free of ash, soot, or heat discoloration.
Packaging: The item must be returned in its original, undamaged packaging, including all protective materials, hardware, and instruction manuals.
Proof of Purchase: A receipt or proof of purchase is required to process your return.
Inspection Process: Once we receive your item at our fulfillment center, our team will inspect it to verify its condition. We will immediately notify you on the status of your refund after inspecting the item.
Approval: If your return is approved, we will initiate a refund to your original method of payment (credit card or original payment platform).
Processing Time: You will receive the credit within a certain amount of days, depending on your card issuer's policies (typically 5–10 business days).
Return Shipping: You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable.
Insured Shipping: Because our products are high-value and heavy, we highly recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that we will receive your returned item, and we are not responsible for items damaged during return transit.
Restocking Fee: Returns of items in perfect, unburnt condition may be subject to a 10% restocking fee to cover handling and repackaging costs. This amount will be deducted from your final refund.
If you receive a product that was damaged during initial transit or has a manufacturing defect, please contact us immediately at juan.purealloy@gmail.com within 48 hours of delivery with detailed photos of the damage and the packaging. We will arrange a replacement or full refund at no additional cost to you.
If you have any questions on how to return your item to us, please reach out to our customer service team at juan.purealloy@gmail.com.
