Returns & refunds

Where you purchased

Standard cup returns

For standard cup orders purchased directly from AuraPack, request a return within 30 days of delivery. The buyer is responsible for return shipping costs.

Contact our team with your order number before shipping a return. We will provide return instructions.

Tell us the condition of the cups and packaging when requesting a return, and keep the items and packaging available until you receive instructions.

Damaged, defective or incorrect items

If an order arrives damaged or appears incorrect, contact AuraPack with the order number, a description and photographs of the products, packaging and shipping label. Keep the goods and packaging available for review.

Please report the issue promptly so we can review the order and discuss an appropriate resolution. We will confirm any replacement, refund or other resolution in writing after reviewing the details. This does not limit rights that apply under law.

Custom-printed orders and artwork

Review the final proof for cup size, spelling, artwork, layout and colors before approving production. The online cup visualization is an approximation and is not an approved manufacturing proof.

Custom-order return eligibility, cancellations, artwork revisions and any production charges must be stated in the written quote and order confirmation. This policy does not impose a blanket non-returnable condition on custom orders.

If you believe the finished products differ from the approved proof or have a manufacturing issue, contact the sales team with the order details and supporting photos.

How to request help

1. Email the sales team with your name and order or invoice number.
2. Identify the items and quantities involved and explain the concern.
3. Include photos where relevant.
4. Wait for written instructions before shipping items back. The factory address is not an automatic return authorization.

Do not include payment-card numbers or other unnecessary sensitive information.

Refunds and return shipping

The buyer pays return shipping costs. We will review returned items and notify you about the refund decision and amount. Approved refunds are returned through the original payment method where available. Processing and posting times vary by payment provider; contact us if you need a status update.

Amazon refunds are handled through the relevant Amazon order process. Direct-order refunds follow this policy, the approved order terms and applicable requirements.

Cancellations and delivery changes

Contact AuraPack promptly if you need to change or cancel an order. Availability depends on order status and the agreed written terms. Contact us before dispatch where possible; once goods have shipped, the return process may apply.

For orders covered by applicable shipping-delay requirements, customers will receive the required notice and available cancellation or refund options. Nothing in this policy removes applicable consumer rights.