Refund & Returns Policy

Last updated: 3 August 2026

Every item at AURAX APPAREL is printed to order specifically for you by our fulfilment partner, Gelato — nothing is pulled from pre-made stock. Because of this, our approach to returns is different from a typical retailer. Please read this policy carefully before ordering.

1. Faulty, damaged, or incorrect items

If your item arrives faulty, damaged in transit, misprinted, or isn't what you ordered, we've got you covered. Contact us at accounts@auraxapparel.co.uk within 14 days of delivery, with:

• Your order number
• A description of the issue
• Photos of the faulty/damaged/incorrect item (including the printed design and any packaging damage, where relevant)

Once we've reviewed this, we'll offer you a free replacement or a full refund, at your choice. We'll cover the cost of getting this sorted — you won't be asked to pay return postage for a genuinely faulty, damaged, or misprinted item.

2. Change of mind and sizing

Because each item is printed and produced specifically for your order, we're not able to offer refunds or exchanges for change of mind or incorrect size selection. Please check our size guide carefully before ordering, as garments from different suppliers can fit differently.

Important — your legal rights: this section describes our standard commercial policy. Depending on the specific product and how it's sold, UK consumer law may still give you a statutory right to cancel a standard (non-personalised) order within 14 days of receiving it, even if it was made to order, under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013. This statutory right does not usually apply to goods made to a customer's own specification or clearly personalised (e.g. a name or custom text added at the customer's request). Because this depends on the exact nature of each product, we'd recommend getting this section checked by a solicitor before publishing, so your published policy matches what you're legally required to offer.

3. How to request a refund or replacement

Email accounts@auraxapparel.co.uk with your order number and the details above. We aim to respond within 2 business days. Once approved, refunds are issued to your original payment method and typically appear within 5–10 business days, depending on your bank or card provider. Replacements are sent back into production and follow the timelines in our Shipping Policy.

4. Cancelling an order

Because production usually begins shortly after you order, we can only cancel or amend an order (e.g. change size, colour, or address) if you contact us at accounts@auraxapparel.co.uk within a few hours of placing it, before it enters production. Once an item has entered production, it can't be cancelled or changed, and our standard faulty/damaged process above applies if there's a problem when it arrives.

5. Non-returnable circumstances

We're unable to accept returns for:

• Change of mind or incorrect size ordered (see Section 2)
• Items reported more than 14 days after delivery
• Items that have been worn, washed, or altered (other than to inspect for a fault)

6. Your statutory rights

Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015, which requires goods to be of satisfactory quality, fit for purpose, and as described. If an item doesn't meet these standards, you're entitled to a repair, replacement, or refund regardless of the policy above.

7. Questions

If you're not sure whether your situation is covered, just email us at accounts@auraxapparel.co.uk — we'd rather sort it out than leave you unsure.

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This policy reflects a standard print-on-demand commercial returns approach and references UK consumer protection law (Consumer Contracts Regulations 2013, Consumer Rights Act 2015) as of the date above. It is not a substitute for legal advice — because the statutory 14-day cancellation right may apply to some or all of your product range, we strongly recommend having a solicitor confirm this section before publishing it live.