Refund & Return Policy

At Aurasig.com, we take immense pride in creating high-quality, custom embroidered products just for you. Because each item is personalized and made to order, our refund and return policy differs from that of off-the-shelf products. We are committed to your satisfaction and want to ensure a clear understanding of our policies.

Please read this policy carefully before placing your order.

1. All Sales Are Final for Custom Orders (No Returns or Refunds for Change of Mind)

Due to the personalized nature of custom embroidery, all sales are considered final once production begins. This means we cannot offer refunds or accept returns if you change your mind, no longer need the item, or have made an error in your design submission (e.g., wrong color choice, misspelling that was approved by you).

Why this policy?

● Each item is unique and produced specifically for your order.

● We cannot resell custom-designed merchandise.

● The production process involves significant time, materials, and labor from the moment your order is confirmed and approved for production.

2. Eligibility for Returns/Refunds (Our Error Only)

We will gladly offer a refund or replacement for products that are:

● Defective: Products with significant manufacturing flaws (e.g., major stitching errors, holes not part of the design, incorrect garment type if not what was approved).

● Incorrectly Produced (Our Error): Products that significantly deviate from the final design proof approved by you due to an error on our part (e.g., wrong embroidery color, wrong font, or wrong placement that was not on the approved proof).

● Damaged in Transit: Products that arrive significantly damaged due to shipping negligence. Please see Section 4 for detailed instructions.

Important: Minor variations in color, size, or placement can occur due to the nature of embroidery and screen differences. These are generally not considered defects unless they significantly alter the intended design.

3. Proof Approval Process & Your Responsibility

Before we begin production on any custom order, we will send you a digital proof (mock-up) of your design. This proof will show the proposed embroidery design, colors, placement, and sizing.

It is your responsibility to carefully review and approve this proof. By approving the proof, you are confirming that:

● All text is spelled correctly.

● All design elements (logo, artwork, colors) are accurate.

● The placement and sizing are as desired.

● You understand that production will proceed exactly as shown in the approved proof.

We are not responsible for errors in the final product that were present in the approved proof. If an error is found after you have approved the proof and production has begun, any re-production will be at your expense.

4. How to Report an Issue (Claims Process)

If you believe your product qualifies for a return or refund under Section 2, please follow these steps:

1. Contact Us Immediately: You must notify us within 2 business days of receiving your order. Contact us at refund@aurasig.com.

2. Provide Documentation: In your communication, please include:

○ Your order number.

○ A clear description of the issue.

○ High-quality photographs or a video clearly showing the defect or error. This is crucial for us to assess the claim.

3. Do Not Return Without Authorization: Do not send the item back to us until you have received explicit return authorization and instructions from our customer service team. Unauthorized returns may not be accepted or refunded.

4. Wait for Our Review: We will review your claim and may request additional information or photographs. We aim to respond to all claims within 5 business days.

5. Resolution for Valid Claims

If your claim is deemed valid under Section 2 of this policy, we will, at our discretion, offer one of the following solutions:

● Replacement: We will re-produce and ship a corrected item(s) to you at no additional charge.

● Partial Refund: For minor issues that do not warrant a full replacement but impact the product's value.

● Full Refund: If a replacement is not feasible or the defect is significant, we will issue a full refund for the affected item(s) to your original method of payment. Refunds may take 5-7 business days to process and appear on your statement.

6. Order Cancellation Policy

● Before Proof Approval: If you wish to cancel your order before you have approved the digital proof, you may do so for a full refund.

● After Proof Approval / Before Production: If you cancel your order after proof approval but before production has physically begun, a cancellation fee may apply to cover design time and administrative costs. This fee will be 2% of the total order.

● After Production Begins: Once production has physically started, orders cannot be canceled. Refer to Section 1 regarding "All Sales Are Final."

To request a cancellation, please contact us immediately at support@aurasig.com.