Refund policy

30-Day Confidence Guarantee

Handmade to last. Guaranteed.

Your comfort matters to us. We want you to feel confident in your Aurora Heat purchase.

This guarantee outlines Aurora Heat’s refund, return, and exchange policy for purchases made directly through us.

If your Aurora Heat purchase does not meet your expectations within 30 days of delivery, you may request a refund or exchange.

To start a return or exchange, please access our Returns Portal or email customercare@auroraheat.com with your order number. We respond to requests within 1 to 2 business days with clear next steps.

Easy Returns

Eligible items can be returned through our simple online return portal.

If you selected free return coverage at checkout, your return shipping label may be covered through Redo. Return coverage applies only when selected at checkout and is managed through that service.

Items must be returned within our return window and meet the eligibility requirements below.

Return Eligibility

Our 30-Day Confidence Guarantee applies to purchases made directly through Aurora Heat.

To qualify, return or exchange requests must be started within 30 days of your delivery date. Items must be returned in reasonable condition.

We are unable to accept returns that show excessive wear, soiling, washing, damage, or use beyond normal try-on and product testing. This helps keep the guarantee fair for everyone.

Because each piece is handmade from natural materials, slight variations in texture, colour, thickness, and appearance are expected. These natural differences make each piece unique and are not considered defects.

A valid order number or proof of purchase is required for all returns and exchanges.

Return Shipping

Return shipping costs are the responsibility of the customer, except in cases of a confirmed craftsmanship defect or an order error.

If you selected free return coverage at checkout, your return shipping label may be covered through Redo.

Once your item arrives back to us and is reviewed, we will issue your refund for the eligible product amount.

Original shipping fees are not refundable.

Damages, Defects, or Order Issues

If your order arrives damaged, defective, or different from what you ordered, please contact us through our customer portal or email customercare@auroraheat.com.

Craftsmanship defects refer to issues with construction, stitching, or workmanship. Natural variation in fur texture, colour, thickness, or appearance is not considered a defect.

If the issue is due to a craftsmanship defect or order error, Aurora Heat will cover the return shipping cost.

Exchanges

We welcome exchanges within 30 days of delivery.

Items must be returned in reasonable condition. We are unable to exchange items that show excessive wear, soiling, washing, damage, or use beyond normal try-on and product testing.

If you received Aurora Heat as a gift, we are happy to offer an exchange with the original order number or proof of purchase.

Refunds

We will notify you when your return arrives and once it has been reviewed.

Approved refunds are issued to the original payment method within 5 to 10 business days after we receive your return.

Original shipping fees are not refundable.

Sale and Promotional Items

Items purchased on sale or as part of a promotion are eligible for exchange only unless otherwise stated at checkout.

Third-Party Purchases

If you purchased Aurora Heat through a third-party retailer, please contact that retailer directly. Their return and exchange policy will apply.