Refund policy

At Aurel Home, we want you to be happy with your light. If something is not right, you have clear and simple return conditions, set out below.

1. Your legal right to cancel (14 days)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order for any reason within 14 days of receiving it, without giving a reason or paying a penalty.

2. Our extended returns period (30 days)

On top of your legal right, we give you 30 days from delivery to change your mind and ask for a return.

3. Damaged, faulty or wrong items

If your light arrives damaged, develops a fault or is not what you ordered, contact us within 30 days of delivery with your order number and a photo of the problem. We will send you a replacement free of charge, or refund you if you prefer. We cover all the costs in this case. You also have your statutory rights under the Consumer Rights Act 2015, which are not affected by this policy.

4. Changed your mind?

You can return a light within 30 days of delivery if you no longer want it. To be accepted, the light must be unused, in its complete original packaging, with all accessories, cables, fittings and instructions. A light that has been fitted, used, damaged, or is incomplete or without its original packaging cannot be taken back or refunded.

5. How to return a light, step by step

  1. Contact us at contact@aurelhome.com with your order number, the item concerned and a photo of the light.
  2. We send you the return address and instructions.
  3. Pack the light carefully in its original packaging and send it back with the prepaid, tracked label we provide.
  4. Keep your proof of posting until the refund is on your account.
  5. As soon as we receive and check the light, we process your refund.

6. Return costs

Returns are free, whatever the reason. If you change your mind, we send you a prepaid, tracked return label: you pay nothing and we charge no restocking fee. If the light is damaged, faulty or wrong, we cover everything too: see section 3.

7. Refunds

Once your return is received and checked, we refund you within 7 days, to the payment method you used for the order. The time it takes to show on your account then depends on your bank or card provider.

8. Exchanges

Would you like a different model, size or colour? The simplest way is to return the light for a refund and place a new order, so that the light you want is available.

9. Cancelling before dispatch

Orders are dispatched within 24–48 hours. As long as your order has not been dispatched, you can ask us to cancel it by email. If it has already left, please follow the return procedure above.

10. 3-year warranty

Every light comes with a 3-year warranty. If it develops a fault within that time, contact us with your order number and a photo.

Customer service

A question before or after your order?
Email: contact@aurelhome.com
WhatsApp: +44 7458 114988
Address: 3 rue des Pommiers, 91070 Bondoufle, France
Customer service is open 7 days a week, 24 hours a day, by email and WhatsApp. We aim to reply to every message within 24 hours.