The 30-day window

You have 30 days from the date your order is delivered to request a return. After 30 days have passed, we are not obliged to offer a refund or exchange.

To be eligible, the item must be unused, in its original condition, and packaged in the materials it arrived in. We’ll need a receipt or proof of purchase to process the return.

Please don’t send items directly to the manufacturer — everything comes back to us.

Supplier processing & handling charges

A number of products on our website — particularly flooring, carpets and made-to-order furniture — are not held in our warehouse. We order them from a third-party supplier or fulfilment partner the moment your payment clears, so we can secure stock and book in the delivery before someone else does.

If you cancel an order after that processing has begun, we may already have committed to costs that we can’t recover, including:

• supplier order charges,
• fulfilment and handling fees,
• pallet or distribution costs,
• courier booking and collection charges,
• administrative and processing time required to secure and dispatch the goods.

In those cases, Aurino & Co reserves the right to deduct a Supplier Processing & Handling Charge from your refund — up to 25% of the order value, depending on what has actually been incurred. It isn’t a penalty; it reflects costs already committed on your behalf.

This charge does not apply where goods are faulty, damaged in transit, or supplied incorrectly — in those cases you receive a full refund.

Categories most often affected

The following product categories are commonly fulfilled via third-party suppliers and may be subject to the charge if cancelled after processing has started:

• Flooring (laminate, SPC, LVT, engineered wood)
• Carpets and runners
• Underlays
• Flooring accessories such as scotia, trims and thresholds
• Furniture supplied by third-party distributors
• Special-order items
• Items not held in physical stock
• Items shipped directly from the manufacturer or distributor
• Selected third-party fulfilment items

We strongly recommend confirming your selection — including colour, finish and quantity — before placing your order.

Partial refunds

A partial refund (rather than a full one) may be issued in the following situations:

• The item is no longer in its original condition.
• The item has been damaged or has parts missing through no fault of ours.
• The item was returned more than 30 days after delivery.

How refunds are processed

Once your return arrives at our warehouse, we’ll inspect it and email you to confirm receipt and whether the refund is approved.

If approved, the refund is issued to the original payment method within our standard processing window. Card refunds typically appear within 3–10 working days, depending on your bank.

Late or missing refunds

If you haven’t seen your refund land yet, please:

1. Check your bank account once more.
2. Contact your card provider — refund posting times vary.
3. Contact your bank, as processing delays are common.

If you’ve done all of the above and the refund still hasn’t appeared, email support@aurino.co.uk and we will trace it.

Sale & clearance items

Only full-price items can be refunded. Sale and clearance items are non-refundable unless they arrive faulty.

Exchanges

We only replace items that are defective or damaged. To request an exchange, email support@aurino.co.uk first, then send your item to:

Autobase
Walsall Road
Wednesbury
West Midlands
WS10 9SS

Gifts

If the item was marked as a gift at checkout and shipped directly to you, we’ll issue a gift credit for the return value. If the order wasn’t marked as a gift, the refund goes to the original purchaser.

Sending your return

Please ship returns to:

Autobase
Walsall Road
Wednesbury
West Midlands
WS10 9SS

Return postage is the customer’s responsibility and is non-refundable. If a refund is approved, the cost of return shipping may be deducted from it.

For higher-value items we recommend using a tracked, insured courier service. We can’t guarantee receipt of returned goods sent without tracking.

Need help?

020 3355 8689 · support@aurino.co.uk