Returns & Refunds

Thank you for choosing Aurum. We want you to be completely satisfied with your purchase. Please review our detailed Returns & Exchange Policy carefully to ensure a smooth and transparent process.

Exchange Policy

  • A nominal fee of ₹90 will be charged for all exchanges.

  • Exchanges must be requested within 48 hours of receiving your order. Requests submitted after this timeframe may not be accepted.

  • Exchanges are only permitted for items that are unused, unworn, and in the original packaging, with all tags intact. Defective items or incorrect sizes are eligible.

  • Exchanges are subject to product availability. If the requested item is out of stock, we'll issue a store creditinstead.

  • We may refuse exchanges if the item appears worn, damaged, or altered.

  • A clear, uninterrupted video of the unboxing is mandatory for all exchanges. This video must show the product’s condition upon delivery—especially defects or inconsistencies—before initiating the exchange.

Return Policy

  • A ₹90 return handling fee applies to all accepted returns. The remaining value will be issued as store credit.

  • Returns must be initiated within 48 hours of delivery. Requests beyond this period may not be honored.

  • Unboxing video is required when returning an incorrect or defective item. The video must clearly show the item's delivery condition.

  • Only defective items or clear mistakes (like incorrect items) are eligible for return. Items must still be unused, unworn, and in their original packaging, with tags.

  • Items deemed worn, damaged, or non-defective may be denied return.

Innerwear & Personalized Items Policy

Due to hygiene considerations, innerwear, personalized, and custom items cannot be returned or exchanged under any circumstances.

Reverse Pickup Process

  • We offer a one-time reverse pickup per order free of charge for applicable returns/exchanges.

  • Pickup is subject to service availability in your area.

  • If reverse pickup is not feasible, you may be asked to ship the item back using a reliable courier at your expense.

  • If pickup has not occurred within 24–48 hours of approval, please contact us so we can reinitiate the request.

  • If the return/exchange window expires without pickup or communication, we may be unable to process your request.

Video Requirement

A clear, uninterrupted unboxing video is required for both returns and exchanges. The video should:

  1. Show the sealed packaging before opened.

  2. Reveal the product along with all tags and accessories.

  3. Highlight any damage or discrepancy in clear view.

  4. Be shared with us when submitting your request.

Requests without a video will not be processed.

Store Credit & Refund Process

  • Refunds are issued only as store credit, which can be used for future purchases from Aurum.

  • Upon receipt and inspection, valid returns/exchanges will be processed. Store credit will be applied to your account within 5–7 business days.

  • If the request is invalid (e.g., video missing or item not meet conditions), it may be rejected or returned to sender.

Customer Responsibility

  • Until your item is received and accepted at our facility, you bear full responsibility.

  • If shipping on your end is required, we recommend using a trackable courier service to ensure safe delivery.

Contact Us for Returns or Exchanges

To initiate a return or exchange, please contact us with your:

  • Order number

  • Reason for return/exchange

  • Unboxing video link or attachment

Email: infoto9518@gmail.com

Please allow us to assist you promptly and ensure we provide the best possible resolution for your situation.