Aurino & Co Refund and Returns Policy
Overview
Our refund and returns policy lasts 30 days. If 30 days have passed since your purchase, Aurino & Co reserves the right to refuse a refund or exchange.
To be eligible for a return, your item must be unused, in its original condition, and returned in the original packaging.
A receipt or proof of purchase is required.
Please do not send your item back to the manufacturer.
Supplier Processing & Handling Charges
Some products sold on our website are supplied via third-party manufacturers, distributors, or fulfilment partners and are ordered specifically on the customer’s behalf once payment has been received. These items may not be held in physical stock at our premises and may be processed immediately to secure stock availability and delivery scheduling.
Where an order has already entered processing with a supplier or fulfilment partner, Aurino & Co may incur non-recoverable costs, including but not limited to:
• supplier order charges
• fulfilment and handling costs
• pallet or distribution fees
• courier booking and collection charges
• administrative and processing costs required to secure and dispatch the goods
If an order is cancelled after these costs have been incurred, Aurino & Co reserves the right to deduct a Supplier Processing & Handling Charge from the refund. This charge reflects the direct costs already committed in fulfilling the order and is not a penalty.
This charge will not apply where goods are faulty, damaged, or supplied incorrectly.
Product Categories Commonly Subject to Supplier Processing Charges
The following product categories are commonly fulfilled via third-party suppliers or special order arrangements and may be subject to a Supplier Processing & Handling Charge if cancelled after processing has begun:
• Flooring (laminate, SPC, LVT, engineered wood)
• Carpets
• Underlays
• Flooring accessories (scotia, trims, thresholds, etc.)
• Furniture supplied via third-party distributors
• Special order items
• Items not held in physical stock
• Items shipped directly from manufacturer or distributor
• Selected third-party fulfilment items
Where applicable, this charge may be up to 25% of the order value, depending on the costs incurred at the point of cancellation.
We recommend confirming your selection carefully prior to ordering, as many items are processed immediately to ensure fast dispatch and stock availability.
Partial Refunds
Partial refunds may be granted in the following situations:
• Items not in original condition
• Items damaged or missing parts not caused by Aurino & Co
• Items returned more than 30 days after delivery
Refunds
Once your return is received and inspected, we will email you to confirm its arrival and inform you whether your refund has been approved or rejected.
If approved, your refund will be processed and applied to your original method of payment within a standard processing period.
Late or Missing Refunds
If you have not received your refund:
Check your bank account again.
Contact your credit card provider — refund posting times may vary.
Contact your bank — processing delays are common.
If you have completed the above steps and still have not received your refund, please contact us at:
Sale Items
Only full-priced items can be refunded.
Sale or clearance items cannot be refunded unless faulty.
Exchanges
We only replace items if they are defective or damaged.
If you need to request an exchange for the same item, please contact us at:
then send your item to:
Autobase
Walsall Road
Wednesbury
West Midlands
WS10 9SS
Gifts
If the item was marked as a gift and shipped directly to you, you’ll receive a gift credit for the return value.
If the order was not marked as a gift, the refund will be issued to the original purchaser.
Shipping Returns
To return your product, please ship it to:
Autobase
Walsall Road
Wednesbury
West Midlands
WS10 9SS
Return shipping costs are the responsibility of the customer and are non-refundable.
If you receive a refund, the cost of return shipping may be deducted from it.
For higher-value items, we recommend using a trackable shipping service or purchasing shipping insurance. Aurino & Co cannot guarantee receipt of returned goods.
Need Help?
For any questions regarding refunds or returns, please contact:
020 3355 8689
