At Aureformalis, a return is intended to address a clear problem with the item delivered, rather than act as an open-ended reversal of a completed purchase. Because decorative items can vary in shape, finish, texture, and construction, we have created a defined process for situations where an item arrives damaged or defective, or where the item delivered is different from the one ordered.
This policy explains the 30-day request period, eligibility conditions, doorstep collection, assessment procedure, replacement options, and bank-transfer refunds available to customers in Hong Kong.
1. The 30-Day Return Window
A return request must be submitted within 30 calendar days from the date the order is delivered.
The delivery date is considered as day one when determining this period. Requests submitted after the 30-day period will ordinarily fall outside our return framework, except where applicable Hong Kong law requires otherwise.
To begin a request, contact decorativeart@aureformalis.com and provide sufficient information for us to identify the purchase and understand the issue.
We suggest including:
- Your order details;
- The name of the affected item;
- A brief explanation of the issue;
- Photographs showing damage, a defect, or an incorrect item where reasonably possible; and
- Your contact information for arranging collection.
Providing clear information can help us assess the request without unnecessary correspondence.
2. When a Return Can Be Requested
Our return framework applies to three specific circumstances:
Damaged on arrival: The decorative item reaches you with physical damage that was present when delivered.
Defective item: The product has a material fault affecting the item as supplied.
Incorrect item: The product delivered is different from the product included in your order.
These conditions are designed to provide a clear route when there is a substantive issue with fulfillment or the condition of the delivered product.
3. What Is Not Covered
We do not operate a general change-of-mind return arrangement.
A return cannot ordinarily be requested simply because the customer later decides that the product is no longer wanted, prefers another color or design, changes their decorating plans, or determines after delivery that the item does not suit a particular room.
Returns are also not ordinarily available where damage occurs after delivery through misuse, accidental breakage, inappropriate handling, modification, or storage conditions attributable to the customer.
Nothing in this section is intended to exclude rights that apply under Hong Kong law.
4. Keep the Item Ready for Return
Where a return request meets our eligibility criteria, the item should remain in its original condition and original packaging as far as reasonably possible.
The returned product should:
- Be the same item originally delivered;
- Include its original packaging;
- Include accompanying components or accessories, where applicable;
- Not have been altered or modified;
- Not show damage caused after delivery; and
- Remain unused and unworn, where such a description is relevant to the particular product.
If the original packaging has already been opened to identify a defect, damage, or incorrect product, explain this when contacting us.
5. Doorstep Collection Is Arranged by Us
Eligible returns do not require customers to independently arrange a courier or send the item to an address without instruction.
Once the return request has been accepted for collection, Aureformalis will arrange pickup from the customer's Hong Kong address without an additional collection charge.
Our team will coordinate a suitable collection date and time with the customer. Someone should be available at the agreed location to hand the parcel to the collection personnel.
Please do not send products independently unless Aureformalis has specifically provided return instructions.
6. What Happens After Collection?
Once the returned decorative item reaches us, we normally require 1–2 working days to assess its condition and compare the returned product with the information supplied in the return request.
During this stage, we may consider matters such as:
- Whether the item corresponds with the relevant order;
- The reported damage or defect;
- Whether an incorrect product was delivered;
- The condition in which the item was returned; and
- Whether the request meets the eligibility conditions stated in this policy.
Once this process is completed, the customer will be informed about the available outcome.
7. Replacement Route
Where the return qualifies and the customer chooses a replacement, the same item may be sent again only when stock is available.
If a replacement is available, the standard shipping framework applies. Preparation normally requires 1 business day, followed by approximately 1–2 business days for delivery within Hong Kong, creating an expected replacement delivery timeline of 2–3 business days.
Replacement availability depends on inventory at the time the returned item has completed assessment. We do not state that an identical replacement will always be available.
If stock is unavailable, the customer may proceed with the applicable refund arrangement.
8. Choosing a Refund
A customer with an eligible return may request a refund rather than a replacement.
Because Aureformalis operates through Cash on Delivery, the original purchase is paid in cash at the doorstep. Eligible refunds are therefore issued through bank transfer rather than returned through an online payment method.
After the refund outcome has been established, we will contact the customer by email and request the bank information reasonably required to arrange the transfer.
Customers should review the email address and information request before responding and should provide only the information required for the transfer. Aureformalis will not ask customers to provide online banking passwords, PINs, one-time passcodes, or similar account-access credentials for a refund.
9. Refund Processing Timeline
Once we receive the bank details required to arrange an eligible refund, we normally initiate the bank transfer within 1 working day.
After initiation, the amount may take approximately 5–7 business days to appear in the customer's account. The exact posting period can depend on the receiving bank and its internal processing arrangements.
A delay attributable to a banking institution may therefore fall outside Aureformalis' direct operational control.
10. No Return or Restocking Charges
An eligible return under this policy does not carry a restocking fee.
Aureformalis also arranges the doorstep collection of an eligible returned item without imposing a separate collection charge on the customer. Customers should not arrange and pay for independent return transportation unless we have specifically instructed them to do so.
The purpose is to keep the eligible return route straightforward from the initial request through collection and final resolution.
11. Personal Information During a Refund
A return may require us to process information such as your name, email address, telephone number, delivery information, order records, photographs relating to the product issue, and bank details required for an eligible refund.
Such information is used for purposes connected with evaluating the return, arranging collection, communicating with the customer, maintaining relevant transaction records, and completing the bank transfer.
Personal data associated with returns and refunds is handled with reference to the Personal Data (Privacy) Ordinance (Cap. 486) and our Privacy Policy. Customers should send requested bank information only through the communication route specified by Aureformalis and should never provide account passwords or access codes.
12. Returns Within the Hong Kong Legal Framework
This policy operates alongside applicable Hong Kong consumer law.
The Sale of Goods Ordinance (Cap. 26) contains provisions relevant to contracts for the sale of goods, including implied conditions concerning goods supplied under a sale. The Trade Descriptions Ordinance (Cap. 362) addresses matters including false trade descriptions and specified unfair trade practices. The Control of Exemption Clauses Ordinance (Cap. 71) and Unconscionable Contracts Ordinance (Cap. 458) may also be relevant to consumer contractual terms depending on the circumstances.
Our 30-day policy should not be interpreted as removing any statutory right that cannot lawfully be excluded or restricted.
13. One Return Route, Clearly Defined
For Aureformalis, the process can be summarized simply: report an eligible issue within 30 days, allow us to arrange collection, and give us 1–2 working days after receipt to assess the returned item. An eligible customer may then receive a replacement, subject to stock availability, or proceed with a refund through bank transfer.
Questions about an existing return, replacement, collection, or refund can be sent to decorativeart@aureformalis.com . Please include the relevant order information so that we can locate the purchase and respond to the correct case.