At AuranHome, we want customers to understand our return, refund, and order cancellation terms before placing an order.
This Return & Refund Policy explains return eligibility, return shipping responsibilities, restocking fees, refund processing timelines, order cancellation rules, and product-specific exceptions.
By placing an order with AuranHome, you acknowledge and agree to this policy and any product-specific return information displayed on the applicable product page before purchase.
1. RETURN WINDOW
AuranHome accepts eligible returns within 30 days from the confirmed delivery date.
The 30-day return period begins on the date the shipping carrier confirms that the order was delivered. It does not begin on the order date or shipment date.
Return requests submitted more than 30 days after the confirmed delivery date cannot be accepted, except where otherwise required by applicable law.
2. RETURN ELIGIBILITY
To qualify for a return, the product must:
• Be unused and uninstalled
• Be in its original condition
• Be returned in its original packaging
• Include all original accessories, hardware, manuals, components, and tags
• Be free from installation marks, modifications, stains, customer-caused damage, or signs of use
• Be returned according to the written instructions provided by AuranHome
Products that have been installed, modified, used, damaged after delivery, or returned with missing components may not qualify for a full refund.
3. STANDARD MADE-TO-ORDER PRODUCTS
Some AuranHome products are produced after an order is placed.
Standard made-to-order products remain eligible for return under this policy when the customer selects only the standard sizes, colors, finishes, materials, and configurations offered on the applicable product page.
A product is not considered a custom product solely because production begins after the order is placed.
Standard made-to-order products must still meet all return eligibility, condition, packaging, and timing requirements described in this policy.
4. CUSTOM AND PERSONALIZED PRODUCTS
Products manufactured according to customer-specific requirements are not eligible for preference-based returns.
Custom or personalized products may include products made with:
• Customer-requested dimensions
• Non-standard colors or finishes
• Personalized components
• Modified wiring
• Modified mounting configurations
• Customer-approved technical changes
• Specifications not offered as standard options on the product page
Custom products will be identified as “Custom Order,” “Personalized Product,” or “Non-Returnable Custom Item” before purchase.
Custom and personalized products remain eligible for assistance if they arrive damaged, defective, incorrect, or materially different from the customer-approved specifications.
Depending on the circumstances, the available remedy may include repair, replacement parts, replacement of the product, or a refund.
5. HOW TO START A RETURN
Please contact AuranHome before returning any product.
All returns require prior approval and a Return Merchandise Authorization, or RMA, issued by our customer support team.
To request a return, please email:
info@auranhome.com
Please include:
• Your full name
• Your order number
• The product you would like to return
• The reason for the return
• Photos of the product and its packaging
• Photos or videos showing any reported damage, defect, incorrect item, or other issue
Our customer support team will review the order details, return reason, product condition, and applicable return eligibility requirements.
We aim to respond within 24 hours after receiving the information reasonably required to review the return request.
If the return is eligible, we will provide:
• An RMA number
• The approved United States return address
• Packaging and shipping instructions
• Any applicable prepaid shipping label or shipping reimbursement instructions
Please do not ship a product before receiving written return approval.
Returns sent without an approved RMA number or sent to an address not provided by AuranHome may be refused or experience processing delays.
6. RETURN ADDRESS AND INSTRUCTIONS
AuranHome does not publish a general return address because the appropriate return instructions may depend on the product, order details, package size, return reason, and required handling process.
After approving an eligible return request, our customer support team will provide:
• The designated United States return address
• An RMA number
• Packaging requirements
• Shipping instructions
• Any applicable carrier or shipping-label information
Customers must only send a return to the address provided in the written RMA approval.
The business address listed in this policy is not the return address.
Products sent to our business address, an unauthorized address, or an address obtained from another source may be refused or experience processing delays.
7. RETURN SHIPPING COSTS AND RESTOCKING FEE
Return shipping responsibility and restocking fees depend on the reason for the return.
A. DAMAGED, DEFECTIVE, INCORRECT, OR MATERIALLY MISREPRESENTED PRODUCTS
AuranHome will not charge a restocking fee when:
• The product arrives damaged
• The product has a verified manufacturing defect
• The customer receives the wrong product
• The product is materially different from its description or approved specifications
• The problem was caused by AuranHome or its fulfillment partners
AuranHome will cover reasonable return shipping costs for an approved return involving a damaged, defective, incorrect, or materially misrepresented product.
Depending on the circumstances, AuranHome may:
• Provide a prepaid return shipping label
• Reimburse an approved and documented return shipping expense
• Send replacement parts
• Arrange a repair
• Provide a replacement product
• Issue a full refund
In some cases, returning the product may not be required.
Customers must wait for written instructions before shipping, repairing, installing, modifying, or disposing of the product.
B. CUSTOMER-PREFERENCE RETURNS
For an eligible return based on customer preference, the customer is responsible for the actual return shipping cost.
Customer-preference reasons may include:
• Change of mind
• Style preference
• Incorrect size selected by the customer
• Color or finish preference
• The product does not match the customer’s décor
• The customer no longer needs the product
• The customer ordered the wrong standard product or configuration
A restocking fee equal to 20% of the price paid for the returned product will be deducted from the refund for an approved customer-preference return.
The 20% restocking fee is calculated using the actual product price paid by the customer after any applicable product discount.
The 20% restocking fee does not apply to:
• Approved damaged-product claims
• Verified manufacturing defects
• Incorrect products sent by AuranHome
• Products materially different from their description or approved specifications
• Returns caused by an error made by AuranHome or its fulfillment partners
For an eligible customer-preference return, AuranHome will provide the designated United States return address after approving the request.
The customer must arrange and pay for shipment to the approved return address.
The amount charged by the selected shipping carrier is the customer’s actual return shipping cost.
Because lighting fixtures and furniture may be large, heavy, fragile, or oversized, return shipping costs can vary significantly depending on the product, packaging, shipping service, and customer location.
Customers should use a trackable and appropriately insured shipping service.
8. RETURN PACKAGING AND SHIPPING REQUIREMENTS
Customers are responsible for packaging returned products securely.
Whenever possible, the original packaging and protective materials must be used.
Customers must:
• Follow the written RMA instructions
• Use a trackable shipping service
• Retain the shipping receipt
• Retain the tracking number
• Use appropriate insurance for high-value products
• Package all products and components securely
• Clearly include the RMA number as instructed
For customer-preference returns, the customer is responsible for loss or damage occurring during return shipment.
AuranHome may reduce or deny a refund if the returned product is damaged because of inadequate return packaging, missing components, unauthorized modification, installation, or customer use.
AuranHome will provide an explanation of any deduction applied to the refund.
9. ORDER CANCELLATION
Customers may request cancellation before an order has been shipped or transferred to the carrier.
To request cancellation, please email:
info@auranhome.com
Please include:
• Your full name
• Your order number
• The email address used to place the order
A cancellation request is not considered approved until AuranHome confirms the cancellation in writing.
The 20% restocking fee described in this policy does not apply to an order canceled before shipment. The restocking fee applies only when an eligible product is returned after delivery for a customer-preference reason.
An order cannot be canceled after it has been shipped or transferred to the carrier.
After delivery, the customer may request an eligible return under this Return & Refund Policy.
10. REFUSED OR UNCLAIMED DELIVERIES
Customers should contact AuranHome before refusing delivery.
If a customer refuses delivery without prior written authorization or fails to accept or collect a shipment, the order may be treated as a customer-preference return.
The customer may be responsible for:
• Actual carrier return transportation charges
• Address correction charges
• Redelivery charges
• Storage charges
• Other documented carrier handling costs
• The 20% restocking fee
Applicable and documented costs may be deducted from the refund after the product has been returned and inspected.
The restocking fee will not apply when delivery is refused because the shipment is visibly damaged, incorrect, or affected by an error attributable to AuranHome or its fulfillment partners, provided that the customer promptly contacts AuranHome and follows the instructions provided.
11. NON-RETURNABLE ITEMS
The following items are not eligible for preference-based returns:
• Customer-specific custom products
• Personalized products
• Products modified at the customer’s request
• Products that have been installed
• Products showing signs of use, modification, or customer-caused damage
• Products missing original components, accessories, manuals, or packaging
• Products returned more than 30 days after confirmed delivery
• Products returned without authorization
• Gift cards
• Expedited shipping services after carrier arrangements have been confirmed
Non-returnable status does not prevent a customer from requesting assistance when a product arrives damaged, defective, incorrect, or materially different from its description or approved specifications.
12. PRODUCT INSPECTION
After an authorized return arrives at the designated return facility, AuranHome will inspect the product.
Inspection is normally completed within 3 to 5 business days after receipt.
The inspection will confirm:
• The returned product matches the approved return request
• The product was returned within the applicable return period
• The product meets the required condition
• All original components and accessories are included
• The product has not been installed, modified, damaged, or used
• Any reported defect or damage is consistent with the return request
We will notify the customer by email when the inspection is complete.
13. REFUND AMOUNT
For an approved customer-preference return, the refund will generally be calculated as follows:
Product price paid
Minus the 20% restocking fee
Minus any other documented charges that are the customer's responsibility under this policy, when applicable
Return shipping costs paid directly by the customer to the selected carrier are separate from the refund amount and are not reimbursed.
14. REFUND PROCESSING TIME
After an authorized return arrives at the designated return facility, AuranHome will normally complete the inspection within 3 to 5 business days.
Once the returned product passes inspection, the applicable refund will be issued within 7 to 14 business days.
For an approved customer-preference return, the refund will reflect the applicable 20% restocking fee and any other deductions permitted under this policy.
Refunds will be returned to the original payment method used for the order.
The customer will receive an email confirmation after the refund has been submitted.
Banks, credit card issuers, and payment providers may require an additional 3 to 10 business days to display the funds in the customer’s account.
AuranHome cannot control processing delays caused by the customer’s bank, card issuer, or payment provider.
15. EXCHANGES
AuranHome does not process direct exchanges through the return system.
Customers who would like a different product, size, finish, color, or standard configuration may:
1. Return an eligible product under this policy; and
2. Place a separate order for the preferred product.
The returned product will be subject to the applicable return shipping responsibilities and restocking fee described in this policy.
This process helps ensure that product availability, pricing, production time, and delivery estimates are confirmed for the new order.
16. OPTIONAL PARTIAL-REFUND RESOLUTION
For an eligible customer-preference return, AuranHome may offer the customer the voluntary option to keep the product and accept a partial refund.
The proposed partial-refund amount will be provided to the customer in writing.
The customer may decline the offer and continue with an eligible return under the standard return process.
Accepting a partial refund and keeping the product completes the applicable return request.
17. DAMAGED, DEFECTIVE, OR INCORRECT PRODUCTS
Customers should inspect their order promptly after delivery.
If a product arrives damaged, defective, incorrect, or materially different from its description, please contact:
info@auranhome.com
Please provide:
• Your order number
• Photos of the outer packaging
• Photos of the shipping label
• Photos or videos clearly showing the problem
• Photos of the complete product
• A description of the issue
Customers should retain the product, packaging, and all components until AuranHome provides further instructions.
Please do not dispose of, install, repair, modify, or return the product before receiving instructions, as doing so may affect our ability to verify the issue or submit a carrier claim.
18. COLOR, DIMENSION, AND NATURAL-MATERIAL VARIATIONS
A. COLOR VARIATIONS
Product colors may appear slightly different because of:
• Monitor or screen settings
• Photography lighting
• Room lighting
• Production batches
• Material characteristics
Minor color variations that remain consistent with the product description are not considered defects.
B. DIMENSION TOLERANCE
Product dimensions may be measured manually.
A minor measurement variation of approximately 1 to 2 centimeters may occur unless a different tolerance is stated on the product page.
A product that falls materially outside the disclosed dimensions or tolerance may qualify for a remedy.
C. NATURAL MATERIALS
Products made from natural materials may have variations in color, texture, veining, grain, pattern, or surface appearance.
Natural materials may include:
• Alabaster
• Marble
• Travertine
• Stone
• Wood
• Rattan
• Other natural materials and finishes
These natural variations are not normally considered defects.
This section does not limit a customer’s rights when a product is damaged, incorrect, unusable, or materially different from its description or approved specifications.
19. SHIPPING AND DELIVERY INFORMATION
Information about order processing, production, transportation, tracking, delivery, expedited shipping, oversized-item delivery, and possible delays is provided in the Shipping Policy available through our website footer.
The 30-day return period begins on the confirmed delivery date.
20. CONTACT AND BUSINESS INFORMATION
AuranHome is operated by:
VCSPACELimitedLiabilityCompany
Brand Name:
AuranHome
Customer Support Email:
info@auranhome.com
Customer Support Phone:
+1 (213) 257-4728
Customer Support Hours:
Monday through Friday
9:00 AM to 6:00 PM Eastern Time
Excluding United States public holidays
Business Address:
30 N Gould St, Ste N
Sheridan, WY 82801
United States
The business address listed above is not the return address.
Customers must contact AuranHome and obtain an approved RMA before returning any product.
After reviewing an eligible return request, our customer support team will provide the approved United States return address, RMA number, and applicable return instructions.
We aim to respond to return requests and customer inquiries within 24 hours.
21. POLICY UPDATES
AuranHome may update this Return & Refund Policy to reflect changes in our operations, products, or applicable requirements.
The version that applies to an order is the policy made available to the customer at the time the order is placed, except where a later change is required by applicable law.
AuranHome
Last Updated: August 5, 2026