Refund policy
Last updated: September 8, 2026
At AURENSTAMP, we want every order to arrive as expected. Because many of our wax seal stamps are personalized and made specifically for each customer, different return rules apply to customized and non-customized products.
Please review the following policy before placing your order.
1. Return Policy Overview
| Product or situation | Return policy |
|---|---|
| Custom and personalized products | Not eligible for change-of-mind returns or exchanges |
| Non-custom, ready-made products | Eligible for return within 30 days of delivery |
| Damaged, defective, or incorrect items | Eligible for an appropriate resolution after review |
| Return shipping for eligible non-custom change-of-mind returns | Paid by the customer |
| Return shipping for verified defects or our errors | Paid by AURENSTAMP when a return is required |
| Restocking fee | None |
| Refund processing | Within 10 business days after approval, subject to applicable law |
Nothing in this policy limits any consumer rights that cannot legally be excluded or restricted.
2. Custom & Personalized Products
Custom and personalized wax seal stamps are made specifically for you and are not normally eligible for return or exchange because of a change of mind or a customer-selected personalization.
This includes Custom Logo Wax Seal Stamps, Custom Monogram Wax Seal Stamps, Custom Wedding Wax Seal Stamps, Custom Family Crest Wax Seal Stamps, and other products made using customer-provided artwork, names, initials, dates, text, or design selections.
Change-of-mind returns are not accepted for reasons such as selecting the wrong stamp size or handle style, submitting incorrect spelling or initials, changing your preferred design after production has begun, or no longer wanting the personalized item.
This exception does not apply where the product is damaged, defective, materially different from the agreed order, or where applicable law provides otherwise.
3. Damaged, Defective, Incorrect or Missing Items
Please inspect your order when it arrives. We recommend contacting us within 7 days of delivery if you discover damage, a manufacturing defect, an incorrect item, an engraving error caused by us, or a missing item.
Email support@AURENSTAMP.com with your order number, a description of the issue, and clear photographs where possible.
We will review the information and provide an appropriate resolution. Depending on the circumstances and applicable law, this may include repair, reproduction, replacement, a partial refund, or a full refund.
If the issue is caused by our error or a manufacturing defect, you will not be responsible for approved return shipping costs when a return is required. We may also resolve certain claims without requiring the item to be returned.
The 7-day reporting recommendation does not reduce or replace any statutory consumer rights that apply after that period.
4. Personalization, Artwork & Preview Responsibility
Customers are responsible for checking the information submitted with their order, including names, initials, dates, spelling, artwork, logo files, design selections, stamp size, and handle style.
We produce personalized products based on the information supplied with the order. If the finished product accurately reflects incorrect information submitted by the customer, we are not normally responsible for replacing or refunding it solely because of that error.
A separate manual design proof is not provided by default. Customers may request a proof by contacting us before production begins. We will confirm whether the request can be accommodated. We may also contact you if clarification or approval is needed before production.
Online previews are intended to help visualize the design. Minor differences in color, lighting, material finish, and the appearance of engraving or wax impressions may occur. Normal production variations are not considered defects, provided the product remains consistent with the agreed design and description.
This section does not exclude responsibility for our own production errors, defects, or products that are materially different from what was ordered.
5. Order Changes & Cancellations
If you need to change or cancel an order, please contact us as soon as possible at support@AURENSTAMP.com.
Custom orders may be changed or canceled before production begins, provided we are able to confirm and process the request in time. Once engraving or production has started, changes and cancellations are normally no longer possible because the item is being made specifically for you.
Submitting a cancellation request does not automatically cancel an order. We will confirm whether production has started and whether cancellation is available.
If an order is canceled before production begins, any applicable refund will be issued to the original payment method. Nothing in this section affects cancellation rights required by applicable law.
6. Non-Custom Products — 30-Day Returns
Non-personalized, ready-made products may be returned within 30 days of delivery if you change your mind.
To qualify under this voluntary return policy, the item must be unused, in its original condition, and returned with its original packaging and proof of purchase. Please handle the product only as necessary to inspect it.
Contact us within 30 days of delivery to request a return. Once authorized, we will provide the return instructions and the applicable return address. Please send the item within 14 days of receiving the return instructions, unless we agree otherwise or applicable law provides a different period.
For eligible change-of-mind returns, the customer is responsible for the actual cost of return shipping. We do not charge a restocking fee.
This 30-day policy applies to non-custom products only. It does not apply to personalized products described in Section 2, except where applicable law requires otherwise.
7. How to Request a Return
To request a return, report a problem, or ask about an order, contact:
Email: support@AURENSTAMP.com
Please provide your order number, the reason for your request, and photographs if the item is damaged, defective, or incorrect.
Do not send an item back before receiving return instructions. Contacting us first allows us to confirm the correct processing location and avoid lost or misdirected returns. This requirement does not limit any rights that cannot legally be restricted.
If a return is approved, we will provide the applicable return address and instructions. We recommend using a trackable shipping service and retaining proof of postage.
8. Return Processing Address
Our designated return processing address is:
No. 1603, Unit 2, Building 4, Plot 7, Qiujiayu
Yuping Street, Qiaojia County
Zhaotong City, Yunnan Province
China, 654600
Please do not send products to this address without receiving return authorization and instructions from us first. The applicable return location may be confirmed in your return instructions.
Our Hong Kong business address listed in the Contact Information section is a company contact address and is not the return processing address.
9. Return Shipping Costs & Fees
Eligible non-custom change-of-mind returns: The customer is responsible for the actual return shipping cost. This cost depends on the customer's location, the shipping carrier, and the parcel. Customers may choose a suitable trackable shipping service unless we provide specific instructions. We can provide return shipping guidance before the item is sent.
Damaged, defective, or incorrect items caused by our error: AURENSTAMP will cover approved return shipping costs when a return is required. Please contact us before paying for return shipping so we can provide instructions.
Restocking fees: We do not charge restocking fees.
Original shipping charges: We currently offer Free Standard Shipping. No standard outbound shipping charge is deducted from an eligible refund. If any separately purchased shipping service is offered in the future, its refund treatment will be disclosed at checkout and will remain subject to applicable law.
10. Exchanges
Custom and personalized products cannot normally be exchanged for a different design, size, handle style, or personalization after production has begun.
If a product is defective or incorrect because of our error, we may provide a replacement or another appropriate remedy.
For eligible non-custom products, please contact us to discuss availability. If a direct exchange is not available, you may return the original item under this policy and place a new order.
11. Refund Processing
Once a refund is approved, we will notify you by email.
Approved refunds will be issued to the original payment method within 10 business days after approval. Your bank, card issuer, or payment provider may require additional time to post the funds to your account.
For returns, we may need to receive and inspect the item before approving the refund, except where applicable law requires an earlier refund or permits us to rely on proof of return shipment.
If more than 15 business days have passed since we confirmed your refund approval, please contact support@AURENSTAMP.com.
Refunds required by applicable consumer law will be processed within the legally required timeframe.
12. European Union & United Kingdom Customers
Customers in the European Union and United Kingdom may have statutory withdrawal or cancellation rights for eligible online purchases.
Goods that are made to the customer's specifications or clearly personalized are generally excluded from the standard change-of-mind withdrawal right where the applicable legal exception applies. This normally includes wax seal stamps engraved with customer-provided initials, names, dates, logos, monograms, or other personalized artwork.
For eligible non-custom products, our 30-day return policy is offered in addition to applicable statutory rights. Where a statutory 14-day withdrawal right applies, customers may notify us of their decision to withdraw within 14 days after receiving the goods and return them within the legally required period. We will provide the applicable return instructions.
For statutory withdrawals, refunds will include the amounts required by law, including any applicable standard outbound delivery charges. Customers are responsible for direct return shipping costs where permitted by law and where those costs have been properly disclosed.
Nothing in this policy affects statutory rights relating to faulty goods, products that are not as described, or other non-excludable consumer protections.
13. Consumer Rights
Nothing in this policy is intended to exclude, restrict, or replace any consumer guarantee, statutory warranty, withdrawal right, or other right that cannot legally be limited under the laws applicable to your purchase.
If any provision of this policy conflicts with mandatory consumer protection law, the applicable legal requirement will prevail.
14. Contact Information
Brand: AURENSTAMP
Legal Business Name: CYANPEAK HK TRADING CO., LIMITED
Email: Support@AURENSTAMP.com
Phone: +86 152 8773 2082
Business Address:
RM 04N1 2/F, WING HING IND BLDG
83-93 CHAI WAN KOK ST
TSUEN WAN
HONG KONG
For questions about returns, refunds, damaged products, or personalized orders, please contact us by email. We will review your request and provide the appropriate next steps.