Returns & Exchanges

A few operational details are still being confirmed. Anything shown in brackets — like [THIS] — is one of them, and it is not part of this policy until we have settled it. Everything not in brackets is a term you can hold us to. If you need to know one of the open ones before you order, message us and we will tell you.

If a piece is not right, we would rather have it back than have you keep something you will not wear. We will exchange it. This page says how that works, within what time, and who pays for what.

Aurena exchanges; we do not give money back. A piece sent back to us is exchanged for another one. We do not arrange a cash refund — not for a change of mind, and not for any other reason — so read the rest of this page in that light.

Your legal rights come first. Nothing in this policy affects your statutory rights under the Consumer Affairs Authority Act in respect of goods that are faulty, damaged or not as described. Where the law gives you a remedy, nothing on this page takes it away, however long ago you bought the piece.

Sending a piece back for an exchange

You may send an unworn piece back within 5 business days of the day it was delivered, provided it is:

unworn and unwashed, other than trying it on;
still carrying its tags;
in a condition we could sell it in.

Some things cannot be sent back once opened, for hygiene reasons: [NON-RETURNABLE ITEMS — CONFIRM THE LIST]. Sale pieces: [SALE ITEMS — RETURNABLE OR FINAL?].

What you can exchange it for

Tell us what you would like instead — a different size of the same piece, or another piece — and we will confirm we still have it before you send anything back. Agreeing it first is what stops a parcel arriving for something that has already gone: our runs are short, and a size can sell out while a return is in the post. If there is a difference in price we will tell you then, so nothing is a surprise.

If nothing suitable is available by the time your parcel reaches us: [EXCHANGE WHEN NOTHING SUITABLE IS AVAILABLE — WHAT WE OFFER INSTEAD].

Who pays the courier charge

You pay the return courier charge. Sending a piece back to us for an exchange is at your own cost. Until a parcel reaches us it is your responsibility, so use a service that can be tracked and keep the receipt.

We pay it when the fault is ours — see the section below. Whether a second delivery charge applies to the piece we send out in exchange: [EXCHANGE DELIVERY CHARGE — WHETHER A SECOND CHARGE APPLIES].

If something is faulty or is not what you ordered

Tell us and we will put it right, and we pay the postage both ways. This is the part of this page the law has most to say about: under the Consumer Affairs Authority Act you are entitled to a remedy for goods that are faulty, not as described, or unfit for their purpose, whatever the window above says. If that is your situation, say so when you message us and do not send the parcel at your own cost.

How to send something back

Message us on WhatsApp with your order number, what you are sending back and what you would like instead, and say why. message us on WhatsApp.
We will confirm the exchange and tell you where to send the parcel.
Pack the piece with its tags on, and include the order number in the parcel.
Send it by a service that can be tracked, and keep the receipt until the exchange reaches you.

When the exchange comes back to you

Once your parcel has reached us and passed our check — the check being the condition described above, unworn, tagged and saleable, and nothing more than that — we send the replacement out within 4 business days. How long the courier then takes is its own timing rather than ours; see shipping.

Two ways to exchange

Bring the piece to our shop at No. 01/01, Colombo Road, Chilaw Town and we will exchange it over the counter — nothing to post, nothing to pay.

Or send it to us by courier. The courier charge is yours to pay, both ways. Once the parcel reaches us we will exchange it and send the new piece out within four business days.

Orders cannot be cancelled once placed, and we do not refund in any case. See terms of service.

Talking to us

Anything on this page you are unsure about, ask before you send the parcel — it is much easier to sort out beforehand. message us on WhatsApp, or see the contact page.