Returns and Refund Policy

1. Policy Introduction

Thank you for choosing AuraBandana, a brand operated by SWR General Trading (Haikou) (“we”, “us”, or “our”). We understand that circumstances may arise where you need to request a refund for products purchased from our website (https://aurabandana.com, referred to as “this Site”). This Refund Policy details our guidelines and procedures for handling refunds, ensuring transparent and fair service for all customers worldwide.

By purchasing products from AuraBandana, you agree to the terms and conditions set forth in this Refund Policy, as well as our Terms of Service and Privacy Policy. If you have any questions about this policy, please contact us through our “Contact Us” page (Link: https://aurabandana.com/contact) or via email at info@aurabandana.com.

2. Scope of Application

This Refund Policy applies to all purchases made through this Site, including but not limited to pet memorial products, accessories, and custom items. It covers both customers who have registered accounts on this Site and those who made purchases as guests, and applies to transactions conducted globally.

Please note that this policy does not apply to services explicitly marked as “non-refundable” at the time of purchase, unless otherwise required by applicable laws.

3. Eligibility for Refunds

To be eligible for a refund, the following conditions must generally be met:

3.1. Timeframe

Refund requests must be submitted within 30 calendar days from the date of product delivery. This timeframe is calculated based on the delivery confirmation provided by the logistics company.

3.2. Product Condition

For non-custom products, returned items must be in their original condition, unused, unaltered, and in their original packaging. This includes all tags, labels, and accessories that came with the product.

3.3. Proof of Purchase

You must provide valid proof of purchase, such as an order confirmation email, receipt, or order number associated with your AuraBandana account.

3.4. Reasons for Refund

Depending on the specific reason for your refund request, additional information may be required:

For damaged or defective products: Provide photos or videos clearly showing the damage or defect, along with a detailed description of the issue.
For incorrectly shipped products: Provide evidence that the product received does not match the product ordered (e.g., photos of the product and packaging, comparison with order details).
For undelivered products: Provide confirmation from the logistics company indicating the product is “lost” or “undelivered” after a reasonable investigation period.

4. Special Instructions for Custom Products

Given the personalized nature of many of our products (where users can upload text, images, or other content through forms or chat windows), all items will be similar to but not identical to the images or videos on the website. Exact dimensions, color distribution, bubbles (presence, location, size, or absence), inscriptions (if applicable), and ash placement are all variable. Any such color (shade) and characteristic variations in these products do not constitute and should not be considered product quality or appearance defects. Customers purchasing such items agree to and accept these naturally occurring variations. Returns and refunds will not be considered for aesthetic issues, ordering errors, or damage to items after customers receive them. Specific instructions are as follows:

4.1. Customization Errors by AuraBandana

If a custom product has issues due to our mistake (e.g., incorrect engraving, wrong uploaded image, failure to follow your provided specifications), we will offer a full refund or a free replacement product. To qualify for this, you must notify us within 14 calendar days of delivery and provide clear evidence of the error.

4.2. Errors Caused by the Customer

If errors in custom products result from incorrect information provided by the customer (e.g., misspelled names, poor quality uploaded images, incorrect specifications), we will not provide a refund. We recommend carefully checking all customization information before confirming your order.

4.3. Custom Products with Quality Defects

If a custom product has quality defects due to manufacturing issues (unrelated to the customization process), we will evaluate each case individually and may, at our discretion, offer a partial refund, full refund, or replacement product based on the actual situation.

5. Refund Process

To initiate a refund request, please follow these steps:

5.1. Submit a Request

Contact our customer service team through our “Contact Us” page (Link: https://aurabandana.com/contact) or via email at info@aurabandana.com. The email must include your order number, a detailed explanation of the reason for the refund, and all relevant supporting materials (such as photos, videos, etc.).

5.2. Review and Approval

Our team will review your application within 5 business days. We may contact you if additional information is needed. If your application is approved, we will send you a Return Authorization (RA) number and return instructions (if applicable).

5.3. Return the Product (if required)

For physical products that need to be returned, you must ship the item within 14 calendar days of receiving the RA number. The product must be properly packaged to prevent damage during transportation. You are responsible for return shipping costs unless the return is due to our error (e.g., defective product, incorrect shipment).

We recommend using a trackable logistics service and retaining the tracking number. We are not responsible for products lost or damaged during return transportation.

5.4. Product Inspection

After receiving the returned product, our team will inspect its condition to verify if it meets the refund eligibility criteria. This inspection process typically takes 3-5 business days.

5.5. Refund Issuance

If the inspection confirms the product is eligible for a refund, we will process the refund within 7 business days. Refunds will be returned to the original payment method used for the purchase. Please note that processing times may vary among different banks or credit card issuers, and it usually takes 5-10 business days for funds to appear in your account.

6. Non-Refundable Circumstances and Products

Unless otherwise required by applicable laws, the following circumstances or products are generally non-refundable:

Custom products with issues caused by customer errors (see details in the “Special Instructions for Custom Products” section);
Products that have been used, altered, or damaged by the customer after receipt;
Digital products or services (if applicable in the future) that have been accessed or downloaded;
Gift cards purchased through this Site;
Products returned without a valid RA number or beyond the specified return period;
Products lost or damaged due to customer negligence during use or storage.

7. Refund Rules for Promotional and Contest Products

AuraBandana occasionally runs promotional activities (such as discounts, buy-one-get-one-free, etc.) and contests. Refunds for products obtained through these channels are subject to the following rules:

7.1. Promotional Products

Products purchased at a discounted price have the same refund eligibility as regular-priced products. The refund amount will be the actual price paid (not the original price).

7.2. Free Products from Promotions

If you received free products as part of a promotion (e.g., free items in a “buy-one-get-one-free” promotion), the free products must also be returned if you return the paid product that qualified you for the free item, unless specified otherwise in the promotion terms.

7.3. Contest or Giveaway Prizes

Prizes obtained through contests or giveaways are generally non-refundable. If a prize has quality defects, we may, at our discretion, provide a replacement service.

8. Intellectual Property Statement

All content on this website, including but not limited to trademarks, logos, text, images, graphics, designs, and software, is the exclusive intellectual property of SWR General Trading (Haikou) and is protected by international copyright and trademark laws. No part of the content on this website may be reproduced, distributed, transmitted, displayed, or used in any other way without the prior written permission of SWR General Trading (Haikou).

The above provisions also apply to all custom designs created through our tools: users retain ownership of the content they upload (text, images), but unless customers explicitly object, AuraBandana reserves the right to use the final product designs for promotional purposes.

9. Changes to the Refund Policy

We reserve the right to modify or update this Refund Policy at any time. All changes will take effect immediately upon posting the revised policy on this Site. We recommend that you review this policy periodically to stay informed of updates. Your continued use of this Site or purchase of products after changes to the policy are posted constitutes your acceptance of the revised policy.

The date of the latest update to this policy will be indicated at the bottom of the page.

10. Special Notes

If an order is canceled before production begins or during transportation, a cancellation fee of $10 will be charged for your order. If a purchased product is returned after receipt, the shipping costs for the item will be borne by the customer. All refunds will apply to your existing order and will appear on your credit card within 3-5 days after application.

11. Contact Information

If you have any questions, concerns, or need assistance with initiating a refund request, please contact us through the following methods:

Email: info@aurabandana.com
“Contact Us” page: https://aurabandana.com/contact
Contact phone: +86 19120608544
Mailing address: Building 68, Aomen New Village, Minle, Minzhi Street, Longhua District, Shenzhen City, Guangdong Province, China (Postal code: 518131)

Please refer to our website’s Terms and Conditions and Privacy Policy for additional terms and conditions.
Last Updated: 08-06-2025