Key Details
- Return Window: You have 30 days from the day you receive your order to return items.
- Restocking Fee: Free
- Refund Time: Within 3 business days after return approval
- Return Shipping Costs: Paid by the customer (unless the item is faulty or incorrect)
Quality Issue Policy:
If the product is returned or exchanged due to quality problems(by our error), all costs will be borne by the aurorapeakgear store, and the customer does not need to bear any costs
30-DAY RETURN POLICY
To be eligible for a return, please ensure that your item meets the conditions outlined below. For a smooth approval, please contact our support team first with your order number and return reason.
Return Condition
Items must be unused, unworn, and returned in the original packaging with all tags, manuals, and accessories included (if applicable).
Important: You may try the item on for size and fit. Please keep it in original condition with all tags attached if you wish to return it.
30 Days Time Limit
Returns are not accepted after 30 days from delivery. Please contact us within the return window to request approval and receive return instructions.
Timing reference: The 30-day return window begins from the date you receive the package, as confirmed by the delivery record.
Return Process
You may return eligible items within 30 days of delivery. Please follow the steps below to ensure smooth processing.
1
Request Approval
Contact our support team with your order number and reason for return. Items must be unused, unworn, and returned with original tags.
Returns without prior approval may not be accepted.
2
Receive Instructions
Once approved, we will provide the return address and shipping instructions.
Please pack the item securely in its original packaging or equivalent.
3
Send the Item
Ship the item using a reliable service. Return shipping costs are the customer’s responsibility unless the item is faulty or incorrect.
We recommend using a trackable shipping method.
- Refunds are issued to the original payment method after inspection.
- Please allow 1–3 business days for processing once approved.
Return Cost
Return shipping costs depend on the reason for the return. Please review the details below before sending your item back.
Change of Mind / Incorrect Size
- If you wish to return an item due to a change of mind or incorrect size selection, you are responsible for arranging and paying for your own return shipping.
- We do not provide pre-paid return labels for non-fault returns.
Defective or Incorrect Items
- If your item is incorrect, damaged in transit, or defective, there is no cost to you (£0.00).
- We will provide a pre-paid return label by email and cover the full return shipping cost.
Important
- Please use a tracked shipping method when sending your item back.
Exchanges
We offer exchanges for eligible items. If you would like to exchange for a different size or model, please contact support@aurorapeakgear.com first for return instructions.
Exchange Fees
- No exchange fee is charged.
- You are responsible for the cost of returning the original item.
- Once your return has been received and inspected, we will send the replacement item free of charge.
Damaged or Incorrect Items
If you receive an item that is damaged, defective, or not what you ordered, please contact us as soon as possible after delivery. This applies to all apparel products, including urban trousers, outdoor pants, and jackets.
Once the issue is confirmed, we will arrange a replacement or a full refund at no additional cost to you.
To help us resolve the issue quickly, please include:
- Your order number and the email used at checkout
- A brief description of the issue
- Clear photos showing the damage, defect, or incorrect item received
Late or Missing Refunds
- Check your bank account to confirm whether the refund has already been processed.
- Contact your credit card company, as refunds may take additional time to officially post.
- If the returned product was not approved (for example, due to condition issues), the refund will not be issued.
- Contact your bank to ask about any processing delays on their side.
- If you have completed the steps above and still have not received your refund, please contact us at support@aurorapeakgear.com.
Please note that refund timing may vary depending on your payment provider.
We will always confirm once your refund has been successfully processed on our end.
Order Not Arrived
If your order has not arrived after 30 days from dispatch, please contact support@aurorapeakgear.com. We will investigate the shipment status and provide a full refund if the parcel is confirmed as lost.
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Track Your Package
After placing your order, we will update your tracking number within 1–3 business days and send it to your email address. Please check your spam or promotions folder if you do not see the email.
Order Cancellations
We can only accept order cancellations within 24 hours of purchase. After this period, your order may already be in processing or shipped and cannot be canceled.
Important
- If you need to cancel your order, please contact us as soon as possible at support@aurorapeakgear.com.
- Once an order has been processed or shipped, cancellation is no longer possible.
Return Address
Returns sent without prior approval may not be accepted.
To return your product, mail it to:
Recipient: Aurorapeakgear
48 Thundersley Park Road, Benfleet, SS7 1ET, United Kingdom
Contact
Do you have any questions for us? Please send us an email or call us, and we usually respond within 24 hours during our customer service hours.
+44 7494 375649
support@aurorapeakgear.com
Monday to Saturday: 9:00 am to 6:00 pm
48 Thundersley Park Road, Benfleet, SS7 1ET, United Kingdom