Cancellation & Withdrawal

Your right of withdrawal

If you are a consumer in the EU, you may withdraw from your purchase within the applicable statutory period, normally 14 days from the day you or someone you nominate receives the goods, without giving a reason. Where an order is delivered in several packages, the period generally runs from the day you receive the last item.

Cancelling before your order ships

If your order has not yet been dispatched, we can usually stop it. Send a notice using the form below, or email support@aurbyo.com with your order number, as soon as you can. We will confirm whether it was in time.

Cancelling after your order ships

Once an order has been dispatched it cannot be recalled, so it is handled as a withdrawal instead. Send your notice using the form below. Your notice takes effect from the moment you send it, even though the goods are still on their way. Do not refuse the delivery unless we ask you to, and please wait for our reply before sending anything back so we can confirm the correct return route.

Exceptions

Some products are excluded from the right of withdrawal by law, for example goods made to your specification or clearly personalised, sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed, and sealed audio or video recordings or software once unsealed. Where an exclusion applies to something you have bought, we will tell you.

What happens next

We confirm your notice by email and tell you where to send the goods. Return the items without undue delay, normally within 14 days of your notice. We refund the payment you made, including standard delivery costs, using the same payment method, once we have received the goods back or you have shown they were sent, whichever is earlier. Products used more than needed to establish their nature and characteristics may be subject to applicable rules on diminished value.