Refund policy

Return & Refund Policy

At AURORA CLASSICS, your satisfaction is our priority. We follow NZ and European consumer regulations to ensure a fair and transparent returns process.

This Returns & Refund Policy applies to purchases made through support@auroraclassics.nz, operated by a company registered in New Zealand.

1. Important Consumer Rights (New Zealand) If you are a consumer in New Zealand, you are protected by the Consumer Guarantees Act 1993 (CGA) and the Fair Trading Act 1986. Nothing in this policy limits or excludes your rights under New Zealand consumer law.

2. Faulty, Damaged or Incorrect Items We stand by the quality of our garments. If your item is:

  • Faulty (verifiable manufacturing defect)

  • Damaged upon arrival

  • Incorrectly supplied (you received a completely different item than ordered)

You are entitled to a repair, replacement, or refund in accordance with the Consumer Guarantees Act.

What to do:

  • Contact us within 7 days of delivery.

  • Include your order number and clear, well-lit photos demonstrating the manufacturing issue.

Resolution:

  • For major verifiable faults, you may choose a refund or replacement.

  • For minor faults, we may offer a repair or replacement first.

  • Return shipping costs for strictly faulty or incorrect items will be covered by us.

Important Disclaimer Regarding Fabric and Appearance: Please note that product colours may vary slightly due to photography lighting and individual screen calibration. Furthermore, subjective expectations regarding a fabric's "feel", weight, thickness, or material composition do not constitute a manufacturing fault. Minor loose threads are standard in textile manufacturing and are not considered a defect. Our materials are described as accurately as possible based on our supplier's specifications.

3. Change of Mind & Size-Related Returns We do not offer refunds or exchanges for:

  • Change of mind

  • Ordering the wrong size

  • Preference-related reasons (e.g., you do not like the fit, colour, or style on you)

New Zealand law does not require businesses to accept change-of-mind returns, and as a streamlined business, we choose not to do so. We strongly recommend carefully checking the product descriptions, size charts, and measurements provided on each product page before completing your order.

4. Hygiene & Wearable Items For strict hygiene reasons, we cannot accept returns for items that:

  • Have been worn, washed, or altered

  • Show signs of use, makeup, or perfume

  • Have original tags removed This applies universally, even if the item does not fit.

5. Return Conditions (where applicable) If a return is officially approved by our support team:

  • Items must be strictly unused and in their original condition.

  • Items must be returned in original packaging.

  • Proof of purchase is required.

  • Returns sent without prior written approval will be rejected and disposed of, with no refund issued.

6. Return Shipping Costs, Customs & International Logistics

  • Faulty or incorrect items: Return shipping is covered by us.

  • All other approved cases: Return shipping costs are the sole responsibility of the customer.

Please be aware: Our main fulfillment and processing facilities are located internationally. Any approved return where the customer covers shipping will involve international postage rates. Additionally, returned packages may be subject to import duties, taxes, or customs clearance fees upon arrival at our warehouse. Any customs fees incurred by our facility to receive and process your return will be directly deducted from your final refund amount. Returned items must be shipped with a valid track & trace number. We are not responsible for lost return shipments.

7. Refund Processing Once your return is received and inspected at our international facility:

  • Approved refunds are processed within 5–10 business days.

  • Refunds are issued to the original payment method only.

  • Original shipping fees are non-refundable, unless the item was proven faulty.

8. International Shipping Our products are shipped directly from our international suppliers to offer you the best possible value. Delivery times may vary, and customs or import duties may apply depending on your country. These costs are the responsibility of the customer unless stated otherwise.

9. EU Customers (if applicable) Customers located in the European Union may be entitled to a 14-day cooling-off period in accordance with EU consumer law, unless an exception applies. This right does not apply to customers outside the EU, including New Zealand and Australia.

10. Contact Us For any questions regarding your order, please contact our support team at: 📧 Email: support@auroraclassics.nz ⏱️ Response Time: We aim to respond to all customer inquiries within 48 hours.

11. Sale, Promotional, and Clearance Items (Final Sale) Items purchased during a promotional period, flash sale, anniversary sale, or utilizing a discount code of 30% or greater are considered "Final Sale". As these items are heavily discounted, we strictly do not offer refunds, store credits, or exchanges for change of mind, preference, or sizing issues. Consumer guarantees regarding verifiable manufacturing faults still apply to these items.

12. Transit Times and Delivery Disputes As our warehouse is located internationally, shipping requires standard processing and transit times. Once an order has been successfully dispatched and a valid tracking number has been provided, the order cannot be cancelled or refunded simply because it is in transit. Delays caused by international customs clearance or local postal service backlogs are beyond our direct control and do not constitute valid grounds for an immediate refund or a bank chargeback while the package is still actively en route to its destination.

13. Order Cancellations and Modifications Our fulfillment processes are highly automated to ensure the fastest possible dispatch to our customers. Once an order is placed and payment is confirmed, it is immediately routed to our international dispatch center for processing. Because of this automated system, we are strictly unable to cancel, modify, or amend orders (including address changes, size changes, or removing duplicate items) once they have been submitted. We strongly encourage all customers to review their cart contents and shipping details carefully before completing their purchase.