Refund policy

Refund & Return Policy

 1. Right of Withdrawal (EU/German Customers) If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason (Widerrufsrecht). To exercise this right, contact us at orders@aurooa.com within 14 days of delivery. You must return the item within 14 days of notifying us. Return shipping costs are your responsibility unless the item is defective or incorrect.

 2. General Return Policy (All Customers) Non-consumable items (incense burners and accessories): Returns accepted within 30 days of delivery if unused, in original condition and packaging. Consumable items (frankincense, myrrh, incense powders): Returns accepted within 14 days of delivery. Item must be returned in its original condition. Note: Once the sealed packaging has been opened, consumable items are excluded from the right of withdrawal for hygiene reasons.

 3. How to Request a Return - Email orders@aurooa.com within the applicable return window - Include your order number, photos of the product, and reason for return - Do not send items back without prior approval

 4. Refunds - Approved refunds processed within 14 days of receiving the returned item - Refund issued to original payment method - Original shipping fees are non-refundable - Return shipping costs are the customer's responsibility unless the item is defective or we sent the wrong item. 

 5. 1-Year Warranty on Burners All brass incense burners include a 1-year limited warranty against manufacturing defects from the date of delivery. - Defective parts replaced free of charge under normal use - Does not cover misuse, accidental damage, or improper cleaning - Wooden components may naturally age — not covered under warranty. 

 6. Final Sale Items Items marked "Final Sale" are not eligible for return unless defective.

 7. Contact Email: orders@aurooa.com