Refund policy
At Aurelia Loom, we want you to love what you ordered. If something isn't right, we're here to help.
Return window
You have 30 days from the date your order is delivered to request a return.
Return conditions
To be eligible for a return, your item must be:
- Unworn, unwashed and unused
- In its original condition with all tags attached
- In its original packaging
- Accompanied by your order number or proof of purchase
Items returned in a worn, washed, altered or damaged condition may be refused or refunded at a reduced amount.
Items we can't accept
- Final sale and clearance items (clearly marked as such at the time of purchase)
- Gift cards
- Items returned more than 30 days after delivery
- Items returned without prior return authorization
For hygiene reasons, we're unable to accept returns on [CONFIRM: swimwear, intimates, bodysuits — delete if you don't stock these] unless they are faulty.
How to start a return
- Email aurelialoomstore@gmail.com with your order number, the item(s) you'd like to return, and the reason.
- We'll reply within [CONFIRM: 1–2] business days with return authorization and the return address.
- Ship the item back using a tracked service and send us the tracking number.
Please don't ship anything back before contacting us. Returns sent without authorization to an address other than the one we provide can't be processed or refunded.
Return shipping costs
[CHOOSE ONE — see note below]
Option A (standard): Customers are responsible for return shipping costs. Original shipping charges are non-refundable. We recommend a tracked service, as we can't be responsible for parcels lost in transit.
Option B (premium): We cover return shipping on all US orders. We'll email you a prepaid label once your return is authorized.
If your item arrived damaged, faulty or incorrect, we cover return shipping in full — see below.
Refunds
Once we receive and inspect your return, we'll email you to confirm. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take an additional billing cycle to appear on your statement.
Original shipping charges are refunded only where the return is due to our error.
Exchanges
The fastest way to exchange for a different size or color is to return the original item for a refund and place a new order. This ensures you get the size you want before it sells out.
Damaged, faulty or incorrect items
If your order arrives damaged, defective, or isn't what you ordered, contact us within 7 days of delivery at aurelialoomstore@gmail.com with your order number and photos of the item and packaging. We'll arrange a replacement or a full refund, including all shipping costs, at no charge to you.
Order cancellations
You can cancel your order for a full refund if it hasn't yet been shipped. Email us as soon as possible with your order number. Once an order has shipped, it falls under the standard return process above.
Lost or delayed parcels
If your tracking shows no movement for [CONFIRM: 10] business days or your parcel is marked delivered but hasn't arrived, contact us and we'll open an investigation with the carrier.
Late or missing refunds
If you haven't received an approved refund after 10 business days, check with your bank or card issuer first, as processing times vary. If it still hasn't appeared, email us at aurelialoomstore@gmail.com and we'll chase it.
Your statutory rights
This policy is in addition to — not a replacement for — your rights under applicable US federal and state consumer protection law.
Contact us
Aurelia Loom
Email: aurelialoomstore@gmail.com
Response time: within [CONFIRM: 1–2] business days
Three decisions to make before publishing
1. Who pays return shipping. Option A protects your margin; Option B converts significantly better and is the single strongest trust signal you can give an AI assistant comparing you against competitors. If you're fulfilling from overseas, Option B gets expensive fast — a middle path many stores use is "we cover return shipping on US orders over $75."
2. Your return address. This is the one that bites dropship stores. If returns physically go back to a supplier in Asia, a US customer paying $18 to return a $40 dress will just file a chargeback instead. Either get a US return address, or switch to a refund-without-return policy for low-value items and state that plainly — it reads as generous rather than evasive.
3. Whether you offer true exchanges. The policy above says no, which is normal and defensible. Only promise exchanges if you can actually hold stock for them.
Once this is live, you'll also want a Shipping Policy, Terms of Service, and Contact page with a physical business address. Those four pages together are what move a store from "unverified" to "recommendable" in an AI assistant's eyes — and they'll do more for your AI visibility than another ten product rewrites. Want me to draft the shipping policy next?
