Refund policy

1. Bespoke & Handcrafted Products — Final Sale

All products sold by PATINA AURA are handmade and produced to order. Each piece is individually crafted by our artisans after your order is placed.

Because our products are bespoke:

  • All sales are final.
  • We do not accept returns, exchanges, or cancellations due to change of mind, size preference, color variation, or any other personal reason.
  • By completing your purchase, you acknowledge and agree to this policy.

2. Legal Basis

This policy is consistent with applicable consumer protection laws, including:

  • EU Consumer Rights Directive (2011/83/EU), Article 16(c): The right of withdrawal does not apply to contracts for the supply of goods that are made to the consumer’s specifications or are clearly personalized.
  • UK Consumer Contracts Regulations 2013, Regulation 28(1)(b): Same exception for bespoke or customized goods.
  • US Law: In the United States, retailers may set their own return policies provided they are clearly disclosed before purchase. All-sales-final policies are legally enforceable when communicated transparently.

3. Exceptions

We will review claims only under the following circumstances:

a. Manufacturing Defects

If your product has a verifiable manufacturing defect that renders it unusable (e.g., a cracked enamel bead that was damaged before shipping), please contact us within 7 calendar days of delivery at info@patinaaura.com.

Required documentation:

  • Your order number
  • Clear photographs of the defect
  • A brief description of the issue

After review, if a defect is confirmed, we will offer a replacement or a full refund at our discretion.

b. Shipping Damage

If your product is damaged during transit:

  • Contact us within 7 calendar days of receiving your order.
  • Provide your order number and clear photographs showing the damage to both the product and packaging.
  • We will file an insurance claim with the shipping carrier on your behalf.

Important: Compensation for shipping damage is subject to the carrier’s insurance approval. PATINA AURA does not guarantee reimbursement in cases where the carrier denies the claim.

4. Refund Process

If a refund is approved under the exceptions above:

  • Refunds will be processed to your original payment method.
  • Please allow 7–15 business days for the refund to appear in your account, depending on your bank or payment provider.
  • You will receive an email notification once the refund has been initiated.

5. Non-Refundable Items

The following are not eligible for refund under any circumstances:

  • Products returned without prior authorization from PATINA AURA.
  • Products that have been used, worn, altered, or damaged by the customer.
  • Gifts or promotional items.

6. Contact Us

If you have any questions about this policy or need to report an issue with your order, please contact us:

Email: info@patinaaura.com
Response Time: Within 24 hours on business days.

We are committed to resolving any legitimate concerns promptly and fairly.