Mix and Match

Refund policy

Last updated: August 3, 2026

We want you to feel confident when shopping with TreAura. If there is a problem with your order, please contact us and we will review the situation fairly. This policy explains return eligibility, custom-product limitations, cancellations, damaged-item claims, exchanges, and refunds.

Nothing in this policy limits any non-waivable rights you may have under applicable consumer-protection law.

↩️ 30-Day Return Window

For eligible, non-custom products, you may request a return within 30 days after delivery.

To qualify for a return, the item must:

Be unused, unworn, and in the condition in which it was received;
Include its original packaging, accessories, certificates, and promotional items;
Have no signs of damage, alteration, improper storage, or misuse; and
Be accompanied by the order confirmation or other proof of purchase.

You must contact support@treaura.com before sending anything back. Returns sent without prior approval may be refused or may experience significant processing delays.

🎨 Personalized and Custom-Made Products

Personalized, engraved, made-to-order, custom-designed, and custom-produced items are generally not returnable or refundable for change of mind because they are produced specifically for the customer.

Custom items may qualify for a remedy if they:

Arrive damaged;
Contain a manufacturing defect;
Are materially different from the approved design or order details; or
Are not the item ordered.

Minor differences in color, screen-to-product appearance, metal tone, antique finish, polishing, relief depth, texture, alignment, or other normal manufacturing tolerances are not ordinarily considered defects. If an exact tolerance is essential, it must be agreed in writing before production.

Customers are responsible for checking all names, dates, spelling, quantities, colors, dimensions, and design details before approving a proof. TreAura is not responsible for errors that appeared in customer-supplied content or in a proof approved by the customer.

🚫 Non-Returnable Items

Unless required by applicable law, the following are not eligible for return:

Personalized, engraved, or custom-made products, except for qualifying defects or errors;
Gift cards or digital products;
Items marked “Final Sale” or “Non-Returnable” before purchase;
Items that have been used, worn, altered, washed, polished, repaired, or damaged after delivery;
Items missing original packaging, components, gifts, or accessories;
Returns requested after the applicable return window; and
Items sent back without authorization or to an address not provided by our support team.

⏱️ Cancellations and Order Changes

Cancellation or change requests should be submitted within 12 hours of purchase. We will make reasonable efforts to honor the request, but approval is not guaranteed.

Ready-made orders cannot be canceled after they have been processed or shipped.

Custom orders cannot be canceled after design work, mold preparation, material preparation, or production has begun. Once a design proof has been approved, the order is considered authorized for production. Fees for design, molds, samples, priority handling, or work already completed may be non-refundable.

📸 Damaged, Defective, Missing, or Incorrect Items

If your order arrives damaged, defective, incomplete, or incorrect, contact us within 7 days of delivery at support@treaura.com.

Your message should include:

The order number;
A description of the issue;
Clear photos or video of the product and affected area;
Photos of the shipping label and all packaging; and
The number of affected items.

Do not discard the product or packaging until the claim is resolved. We may require additional photos, measurements, or other reasonable information. For qualifying claims, we may offer a replacement, replacement part, repair where appropriate, store credit, or a refund. The remedy will depend on the nature of the problem, product availability, applicable law, and the customer's preference where the law requires a choice.

📮 Starting a Return

To request a return:

Email support@treaura.com with your order number and reason for the request.
Wait for return approval and the correct return instructions.
Package the item securely with all original components.
Use a trackable shipping service and retain the shipping receipt.
Send us the tracking number after dispatch.

Do not send returns to the address printed on the original parcel. That address may belong to a carrier or fulfillment facility that cannot receive customer returns. Unauthorized returns and cash-on-delivery packages may be refused.

🚚 Return Shipping Costs

For change-of-mind returns, the customer is responsible for return shipping and any related customs charges. Original shipping fees are non-refundable unless required by law.

If TreAura confirms that the item was damaged, defective, or incorrect, we will provide an appropriate remedy and cover reasonable return costs when a return is required. Please do not purchase unusually expensive return shipping without our written approval, as we may be unable to reimburse unauthorized costs.

TreAura is not responsible for return packages lost or damaged in transit. We strongly recommend using a trackable service with adequate coverage.

🔍 Return Inspection

After an authorized return is delivered, please allow 3–7 business days for inspection. We will notify you whether the return is approved, partially approved, or rejected and explain any material issue.

If a returned product shows use, damage, missing components, or a condition different from what was disclosed, we may reduce or refuse the refund to the extent permitted by law.

💳 Refunds

Approved refunds are issued to the original payment method. We generally initiate the refund within 3–7 business days after approval. Your bank, card provider, PayPal, or other payment processor may require an additional 5–10 business days—or longer in some countries—to post the funds.

Unless required by law, the following are not refundable after the relevant service has been performed or cost incurred:

Original shipping charges;
VIP or priority-processing fees;
Customs duties, taxes, brokerage fees, or carrier charges;
Mold, artwork, sample, or setup fees for custom orders; and
Gift cards.

🔄 Exchanges

We do not guarantee direct exchanges because inventory may change. When an exchange is approved, we may ask you to return the original product and place a new order, or we may issue a replacement directly. Any price difference and applicable shipping charges will be confirmed before the exchange is completed.

📭 Refused, Unclaimed, or Undeliverable Packages

Packages returned because of an incorrect address, missing delivery information, refusal, unpaid import charges, or failure to collect may be eligible for reshipment at the customer's expense.

If a refund is permitted after the package returns to the appropriate facility, actual outbound shipping, return shipping, handling, and non-recoverable charges may be deducted, subject to applicable law. Custom-made and personalized products may not qualify for a refund.