Refunds, Returns and Buyer Protection Policy

Version 1.0 · Prepared 19 September 2026 · Effective on publication

A plain-English process for cancellations, delivery problems, defective goods and marketplace disputes.

1. Who supplies the Product

The Seller identified on the listing and Order supplies the Product to the Buyer. Aurelua supplies the marketplace, payment-support and Buyer Protection services. Aurelua helps administer the process but does not remove a Seller’s legal duties or Aurelua’s own duties under applicable law.

2. Quick guide

• You changed your mind after an eligible online purchase. The main route is the ECTA section 44 cooling-off right. Cancel within seven days after receiving the goods. The Buyer normally pays the direct return cost. Statutory exclusions apply.
• You bought because of direct marketing and ECTA section 44 does not apply. The main route is CPA section 16. Cancel within five business days after the later of the agreement or delivery, subject to the Act.
• You could not examine the goods and they differ from the agreed type or quality or from the sample. The main route is CPA sections 19 and 20. Reject or return under the statutory conditions.
• The goods are unsafe, defective or not reasonably durable. The main route is CPA sections 55 and 56. Within six months, choose repair, replacement or refund where the CPA applies, with a further remedy if a repair fails within three months.
• Not delivered, materially not as described, counterfeit, incomplete or damaged. Aurelua Buyer Protection plus any statutory right. Investigation, return where appropriate, and a full or partial refund if the claim is established.
• Ordinary wear, misuse or a disclosed defect accepted before purchase. Usually not covered as a defect. There is no automatic remedy unless another right applies.

3. ECTA cooling-off for eligible online sales

For an electronic transaction covered by section 44 of ECTA, a consumer may cancel without reason or penalty within seven days after receiving goods. The consumer ordinarily pays the direct cost of returning them. The supplier must refund payment within 30 days after cancellation, subject to the statute.

The statutory cooling-off right has exclusions. Depending on the transaction, it may not apply to goods made to the consumer’s specifications or clearly personalised; goods that deteriorate or expire rapidly; goods that by their nature cannot be returned; unsealed audio, video, software or similar items; newspapers and periodicals; certain food or beverage deliveries; auctions; financial services; or another excluded transaction.

A Seller must not call every online return a CPA section 16 return. ECTA is the usual cooling-off rule for eligible online transactions.

4. CPA direct-marketing cooling-off

If an agreement results from direct marketing and ECTA section 44 does not apply, CPA section 16 may allow cancellation in writing or another recorded form within five business days after the later of conclusion or delivery. The CPA expressly says section 16 does not apply where ECTA section 44 applies.

5. Other CPA return rights

The CPA may allow a return where the Buyer did not have an opportunity to examine the goods before delivery and the goods do not match the agreed type or quality, or do not correspond in all material respects with a sample or description. It also provides remedies for incorrect, mixed or unsuitable delivery and, in qualifying circumstances, goods bought for a particular purpose made known to the supplier.

Statutory time periods and deductions depend on the reason, condition and use. No restocking or handling fee may be used to defeat a statutory right.

6. Defective, unsafe or poor-quality goods

Where CPA sections 55 and 56 apply, goods must be reasonably suitable, of good quality, in working order, free of defects, safe and reasonably durable, considering all relevant circumstances and any disclosed condition accepted by the Buyer.

Within six months after delivery, a consumer may return goods that fail those standards, without penalty and at the supplier’s risk and expense, and choose repair, replacement or refund. If a repair does not fix the problem or another failure appears within three months after the repair, the supplier must replace the goods or refund the price. These rights are additional to other warranties.

A remedy may be refused to the extent a problem was caused by misuse, unauthorised alteration, accident after delivery or ordinary wear rather than a defect, but the Seller must assess the evidence fairly.

7. Aurelua Buyer Protection

Buyer Protection is available for an eligible Order paid through the Platform. It covers a proven claim that:

• the Product was not delivered by the applicable deadline;
• the Product is materially different from the listing, quantity, condition, model or specifications;
• the Product is counterfeit or the Seller lacked the right to sell it;
• the Product arrived materially damaged or incomplete; or
• another event is expressly marked as covered at checkout.

Buyer Protection does not ordinarily cover buyer’s remorse outside a statutory or advertised return right, a disclosed defect, ordinary wear, damage after delivery, unauthorised repair, prohibited off-platform payment, or a claim unsupported after a fair opportunity to provide evidence. Mandatory rights remain unaffected.

For non-delivery, the Buyer should open a case as soon as the agreed date passes and no later than 30 days after the latest estimated delivery date shown in the Order, unless law or the Order gives longer. For a delivery problem, report it promptly after receipt so evidence and return arrangements remain reliable.

8. How to open a case

1. Open the Order in the Platform and select the dispute or return option, or email info@aurelua.com if the function is unavailable.
2. Provide the Order number, item, problem, requested outcome, delivery and tracking details, and clear evidence.
3. Aurelua will notify the Seller. The Seller must respond within three business days unless a shorter urgent period is stated.
4. Aurelua may ask either party for more information, arrange a return, inspect tracking or authenticity evidence, and place a proportionate payout hold.
5. Aurelua will communicate its Buyer Protection outcome and the next operational step. A party keeps any external legal remedy.

9. Evidence and returns

• Useful evidence includes unedited photographs or video, packaging and label images, serial numbers, tracking, messages, expert or authenticity material, and proof of the listing as purchased.
• Keep the Product and original packaging reasonably safe while the case is open. Do not use, alter, repair or dispose of it beyond what is reasonably necessary to inspect it.
• Return only to the address and by the method confirmed through the Platform. Keep proof of collection or postage and tracking.
• The Seller bears reasonable return cost for a statutory defect, wrong item, counterfeit, material misdescription or Seller breach. The Buyer ordinarily bears the direct return cost for a pure ECTA change-of-mind cancellation.
• Aurelua may facilitate a return label or deduct or recover the cost from the responsible party where lawful.

10. Refunds

An approved refund may include the Product price and the delivery or Buyer Protection amounts required by law or the applicable coverage. A partial refund requires the Buyer’s informed agreement or a fair basis, and does not replace a statutory right to a full remedy.

Refunds will ordinarily go to the original payment method. Aurelua will instruct the refund promptly after approval and always within any statutory deadline. Banks and Payment Providers may take additional processing time before the credit appears.

If the Seller has already been paid, Aurelua may still refund an established claim and recover the amount from the Seller or future payouts under the Terms. The Buyer is not required to accept an off-platform refund or withdraw a truthful complaint as a condition of payment.

11. Seller duties

• Keep accurate stock, descriptions, dispatch and tracking records.
• Respond to cases on time and provide original, verifiable evidence.
• Do not tell a Buyer that Aurelua’s policy replaces the CPA or ECTA.
• Do not charge an undisclosed return fee or require the Buyer to pay return cost for a statutory defect or Seller error.
• Complete approved refunds and returns, and cooperate with product-safety, counterfeit or recall action.
• Repay Aurelua for valid refunds, chargebacks and costs caused by the Seller as the Terms permit.

12. Abuse and chargebacks

Aurelua may reject a fraudulent or duplicate claim, restrict an account, preserve evidence and refer suspected criminal conduct. This must not be used to discourage genuine consumer complaints.

A bank or card chargeback is governed by separate scheme rules. Tell Aurelua promptly if one is opened. A Buyer may not obtain both a chargeback and a platform refund for the same loss. Aurelua may pause its process to prevent double recovery while preserving mandatory rights.

13. Contact and escalation

A consumer may use any applicable ombud, the National Consumer Commission, a provincial consumer authority or a court. Aurelua’s process does not limit a statutory complaint or enforcement right.

Aurelua is on Instagram at @_aurelua, for updates only. Refund and dispute cases go through the Platform or the support address above.