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We offer returns within 30 days of delivery. After 30 days, we cannot offer a refund or exchange.
Within the 30-day window, we accept:
Returns of new items
Returns of used/worn items
Exchanges of new items
Exchanges of used/worn items
No restocking fee is charged.
Contact our customer service to start your return request:
contact@aurora-flame.com or https://aurora-flame.com/pages/contact
You may also use the withdrawal/cancellation form available on our website.
After approval, send your item to the address below:
📍 Return Address:
PO Box 30236, RPO OGILVIE
Whitehorse, Yukon Territory, Y1A 5M2
Canada
Return shipping costs are the customer’s responsibility.
The return shipment is your responsibility until it reaches us; we cannot guarantee receipt without tracking.
Tracking recommendation:
If the value of the returned product is over $200 USD, we strongly recommend shipping with a tracking number and/or shipping insurance.
The following items cannot be returned:
Gift cards
Products that are visibly damaged or excessively used
Any return request made after 30 days from delivery will not be accepted.
If defects or damage are claimed but the returned item shows defects/damage without proof provided in advance (photos/videos), the refund or exchange request may be refused.
The item should be returned in its original packaging when possible.
Returns containing items that are stained or marked may be refused for refund or exchange.
Please include your order confirmation in the package (printed confirmation email or a note with your order number). Without it, we may be unable to process the return.
Once your return is received and inspected, we will email you to confirm receipt and whether the refund is approved or refused.
If approved, your refund will be issued to the original payment method within 7 days (timing may vary depending on your bank/payment provider).
If you haven’t received your refund:
Check your bank statement again.
Contact your card issuer/payment provider.
Contact your bank.
If the issue continues, contact us: contact@aurora-flame.com (or https://aurora-flame.com/pages/contact)
Items that arrive defective or damaged during delivery may be replaced.
To confirm the damage was not caused after delivery, we may request a photo/video of:
The product during unboxing, in the original packaging
The shipping label with delivery information visible
If you need an exchange, contact us at:
contact@aurora-flame.com or https://aurora-flame.com/pages/contact
February 22, 2026