Return and Exchange Policy

1. Our Returns Promise

We want you to be happy with your purchase from AURUM X SOFT. If something isn’t right, please contact us before sending an item back. We’ll review your request and let you know the next steps.

For eligible change-of-mind returns and exchanges, you can notify us within 14 days of receiving your order. You then have a further 14 days after notifying us to send the goods back, unless a different legal requirement applies.

This policy also covers items that arrive damaged, develop a fault or do not match their product description. Those cases are handled according to the nature of the issue and your rights under applicable UK consumer law.

2. When You Can Request a Refund

A refund may be available in the following circumstances, subject to the relevant legal conditions and the details of your order.

• You’ve changed your mind. For most online purchases, you can cancel within 14 days of receiving the goods without giving a reason. You must notify us within that period and return the goods within the following 14 days.
• The item arrives damaged. If your blanket is torn, stained on arrival, damaged in transit or otherwise arrives in an unsatisfactory condition, contact us so we can review the issue and arrange an appropriate remedy.
• The item is faulty. If a product has a fault that was not caused by handling or use after delivery, you may be entitled to a refund, repair or replacement depending on the circumstances and the applicable legal time limits.
• The product does not match its description. If the item supplied differs materially from the listed material, size, colour, specification or other stated product details, contact us with the relevant information.
• The wrong item was sent. If you receive a different product from the one ordered, we will review the order and arrange an appropriate resolution.
• Your order is incomplete. If an item is missing from your parcel, let us know so we can check the order and determine whether the missing item should be sent or refunded.
• Your order cannot be fulfilled. If we are unable to supply an item after accepting the order, we will explain the available options and refund any amount due for goods that cannot be supplied.
• A delivery issue remains unresolved. If an order is lost or substantially delayed, contact us. We will investigate and consider the appropriate next steps, including a refund where required by law or agreed following our review.

Sale items are covered by the same statutory consumer rights as other products. A reduced price does not remove your right to a remedy for a qualifying fault or misdescription.

3. When a Refund May Not Be Available

A return or refund may not be available simply because you would prefer a different item or because the return falls outside the applicable cancellation period. The following situations may affect eligibility:

• The cancellation period has passed. If you change your mind after the applicable 14-day cancellation period, a change-of-mind refund may no longer be available unless we agree otherwise. Your statutory rights for faulty or misdescribed goods remain unaffected.
• The item has been used beyond reasonable inspection. If a product has been used, washed or handled more extensively than necessary to check its nature, characteristics and fit, a deduction may be permitted where the law allows it.
• The product has been damaged after delivery. Damage caused by accidental handling, improper washing, unsuitable cleaning methods, misuse or failure to follow the supplied care instructions may not qualify for a refund as a product fault.
• The item has become soiled or altered after delivery. Significant staining, odours, alterations or other changes arising after receipt may affect a change-of-mind return. This does not exclude a remedy for an underlying fault or damage that was already present on arrival.
• The reason is a preference rather than a product issue, outside the cancellation period. A preference for another colour, texture, size or style does not by itself create an unlimited right to a refund after the applicable cancellation period.
• There is no qualifying issue with the item. A request based solely on a difference between personal expectations and the product’s accurate description may not qualify for a fault-based refund.

We will not reject a valid statutory claim simply because an item has been removed from its packaging or reasonably inspected. Nor will we treat ordinary handling needed to check a product as an automatic reason to refuse a return.

These limits do not override the statutory cancellation rights that apply to most online purchases or any right to a refund, repair or replacement for faulty, damaged or misdescribed goods.

4. Exchanges

If you would prefer another available blanket, colour or size, contact us with your order reference and the item you would like instead.

• The requested replacement must be available for supply.
• We will confirm the exchange arrangement before you send anything back.
• The first eligible return or exchange for an order qualifies for free return postage.
• Postage for subsequent returns or exchanges will be considered case by case and confirmed before proceeding.
• If the replacement is unavailable, we will explain the available alternatives, including a refund where applicable.

If an exchange concerns a faulty, damaged or incorrectly supplied item, we will handle the matter in line with the rights and remedies applicable to that situation.

5. Return Shipping Costs

Standard delivery on all AURUM X SOFT orders is free. We also cover return postage for the first eligible return or exchange associated with each order.

• First return or exchange: we provide or arrange the applicable return shipping instructions without charging return postage for the first eligible request.
• Further requests: return shipping arrangements will be assessed individually. Any charge payable by you will be explained and agreed before the return proceeds.
• Faulty, damaged or incorrectly supplied items: contact us before returning the item. We will arrange an appropriate return method and will not make you bear costs that we are legally required to cover.
• Unapproved postage: please obtain our instructions before arranging a paid return yourself. If you have already paid return costs, contact us with your receipt so we can assess reimbursement where applicable.

Please use suitable packaging to protect the item during transit and keep your proof of postage until the matter has been resolved.

6. How to Request a Return

The easiest way to start is to email help@aurumxsoft.com. Please include the following details so we can locate your order and help without unnecessary back-and-forth.

• Your order number.
• The item you would like to return or exchange.
• Whether you would prefer a refund or an exchange.
• A brief explanation of the reason for the request.
• For damage, faults or an incorrect item, clear photographs where available.

We will normally respond within 2 working days. If we need additional information, we will let you know. We will also explain the return procedure and whether a return label or another arrangement will be provided.

Please do not send the item until you have received the return instructions. This helps us identify the parcel and process your request correctly.

7. Refund Processing and Arrival Times

Once a refund is due, we aim to process it promptly. The timing depends on the reason for the refund and the point at which the returned item or evidence of return is received.

• Online cancellation: for a valid statutory cancellation, we will refund the applicable amount no later than 14 days after receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.
• Faulty or misdescribed goods: once your entitlement to a refund has been established, we will issue it without undue delay and within the applicable legal deadline, which is generally 14 days from the date we agree that you are entitled to it.
• Approved goodwill refunds: where we agree to a discretionary refund outside a statutory entitlement, we will confirm the expected processing date when approving the request.
• Payment provider processing: after we issue the refund, please allow a further 5–10 working days for the funds to appear in your account, depending on your bank or payment provider.

Refunds are normally sent to the original payment method. We will not charge a refund administration fee where the law prohibits it.

Because standard delivery is free, there is normally no original standard delivery charge to reimburse. Where applicable law requires a different calculation, we will follow that requirement.

If the expected bank-processing period has passed and the funds have not appeared, please contact us. We can confirm the refund status and provide any available transaction reference.

8. Faulty, Damaged or Incorrect Items

If something arrives in poor condition or is not what you ordered, please tell us as soon as reasonably possible. We may ask for photographs of the item, packaging or product label to understand what happened.

Under UK consumer law, goods must meet the applicable standards of satisfactory quality, fitness for purpose and conformity with their description.

• Within the first 30 days after delivery, you will generally have a short-term right to reject goods that do not conform to the contract and obtain a refund, subject to the applicable legal conditions.
• After that period, repair or replacement may be the appropriate first remedy in some circumstances. A refund or price reduction may become available where the statutory conditions are met.
• Damage caused after delivery by misuse, an accident or unsuitable care is assessed differently from a fault that was present when the goods were supplied.

We will review the information provided and explain the appropriate next step. You do not lose your statutory rights because you did not contact us immediately after discovering a problem.

9. Deductions and Return Condition

If you cancel an online order within the statutory period, you may handle the item as you reasonably would in a shop to check its nature, characteristics and function.

If the item has been handled beyond what is necessary for that inspection, applicable law may allow a deduction for the resulting reduction in value. Any such deduction will be considered on the facts of the individual case rather than applied automatically.

Where a product is faulty or was not as described, we will not use an ordinary inspection or packaging requirement to remove a remedy that you are entitled to under law.

Please return all included components and any accompanying items where possible. Missing packaging alone will not automatically remove a statutory right to cancel or claim a remedy.

10. Cancelling Before Dispatch

If you wish to cancel an order before it has been dispatched, contact us as soon as possible with your order number.

If we can stop the order before dispatch, we will confirm the cancellation and arrange any refund due. If the parcel has already entered dispatch, you may need to follow the return procedure instead.

We will not treat the fact that an order has already been dispatched as removing any statutory cancellation rights that otherwise apply.

11. Important Limitations

Return and refund decisions depend on the reason for the request, the condition of the goods, the timing of your notification and the legal rules that apply to the purchase.

Delivery estimates, inspection procedures and photographs may help us investigate a claim, but they do not guarantee a particular outcome in every situation. We will consider the available evidence and explain our decision where appropriate.

We cannot accept responsibility for delays caused by circumstances outside our reasonable control. However, this does not remove our obligations regarding delivery, refunds or remedies where applicable law places those obligations on us.

Nothing in this policy excludes or limits any consumer right, liability or remedy that cannot lawfully be excluded or limited. If a provision of this policy conflicts with a mandatory legal requirement, the applicable legal requirement will take precedence.

12. Contact Us

If you need to arrange a return, request an exchange, report a problem or check the progress of a refund, please contact our customer service team.