Refund policy

At AULDER, we want every customer to have a clear and straightforward shopping experience. This policy explains our return, cancellation and refund procedures.

14-Day Returns

Eligible products may be returned within 14 days of receiving your order.

For eligible online purchases, customers generally have a statutory right to cancel within 14 days of receiving their goods. This policy does not affect or restrict your statutory consumer rights.

Before sending an item back, please contact us:

Email: contact@aulder.shop
Phone: +44 7062 157240

Please provide your order number, name and details of the product you wish to return.

Condition of Returned Products

For change-of-mind returns, products should be returned in a suitable condition and, where reasonably possible, with their original packaging, accessories and included materials.

Customers may handle products only as much as reasonably necessary to establish their nature, characteristics and functionality.

Faulty, Damaged or Incorrect Items

If your order arrives faulty, damaged or incorrect, please contact us as soon as possible.

Please include your order number and, where appropriate, photographs showing the issue.

We will assess the issue and provide an appropriate remedy in accordance with applicable UK consumer law.

Change-of-Mind Returns

If you change your mind, you may request a return within the applicable 14-day cancellation period.

For eligible change-of-mind cancellations, the customer may be responsible for the direct cost of returning the goods where this was properly communicated before purchase and applicable law permits it.

Return Method

Approved returns must be sent by post using the return instructions provided by AULDER.

Please do not send a return to our business address unless we specifically instruct you to do so.

Refunds

Once an approved return has been received and checked, we aim to process the applicable refund within 7 days, while always complying with any applicable statutory refund deadline.

Refunds are normally made to the original payment method.

The time for the refund to appear in your account may depend on your bank or payment provider.

Nothing in this policy removes or restricts your statutory consumer rights.

Order Cancellations

If you wish to cancel an order, contact us as soon as possible.

If the order has not been dispatched, we will make reasonable efforts to cancel it.

If it has already been dispatched, our normal return procedure may apply.

Non-Returnable Items

Certain products may be excluded from cancellation or return where a legal exception applies, including certain personalised or made-to-order products, goods that deteriorate or expire rapidly, and certain sealed products that cannot reasonably be returned for health or hygiene reasons once unsealed.

Where such an exception applies, it will be clearly communicated.