Refund policy
AORAKI is a trading name of Fabian Aguilar Delgado, sole trader.
Contact: support@aoraki-store.com
14-day cancellation right
If you purchase an item online, you normally have the right to cancel your order without giving a reason.
You must notify us within 14 calendar days beginning the day after you, or someone nominated by you, receives the goods. After notifying us, you must return the goods within a further 14 calendar days.
To cancel, email support@aoraki-store.com with your name, order number and a clear statement that you wish to cancel. You may also use the model cancellation form at the end of this policy.
Please do not return an item without contacting us first. Because our products are fulfilled by different print-on-demand partners, we will provide the correct return address and instructions.
Condition of returned goods
You may inspect and try on an item as you would in a shop. Please return it unworn, apart from trying it on, with its original tags and packaging where reasonably possible.
We may reduce a refund if the value of the item has been diminished because it was handled beyond what was necessary to establish its nature, characteristics and fit.
Return costs
For a change-of-mind cancellation, you are responsible for the direct cost of returning the item. We recommend using a tracked service, as you remain responsible for the item until it reaches the specified return address.
If an item is faulty, damaged, incorrectly described or not the item ordered, AORAKI will cover reasonable return costs or provide an appropriate return method.
Refunds
For a valid cancellation, we will refund the price paid and the cost of our least expensive standard delivery option. Additional charges for an upgraded delivery service are not refundable beyond the standard-delivery amount.
We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.
Refunds will be issued to the original payment method within 14 calendar days after we receive the returned goods or acceptable evidence of return. Your bank or payment provider may require additional time to process the payment.
Faulty, damaged or incorrect goods
Please contact support@aoraki-store.com as soon as reasonably possible if your item is faulty, damaged, not as described or incorrect. Include your order number and photographs where appropriate so we can investigate.
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. Your statutory rights may include a refund, repair or replacement. Nothing in this policy limits those rights.
Personalised products and other exceptions
The change-of-mind cancellation right does not normally apply to goods made to your individual specifications or clearly personalised for you.
A standard AORAKI design printed after an order is placed is not treated as personalised merely because it is produced on demand.
The cancellation right may also not apply to sealed goods that are unsuitable for return for health or hygiene reasons once unsealed.
These exceptions do not remove your rights where an item is faulty, damaged, incorrectly described or not the item ordered.
Sale items
Sale and discounted items have the same statutory cancellation and quality rights as full-price items.
Exchanges
We do not operate a direct exchange system. If eligible, return the original item and place a separate order for the replacement.
MODEL CANCELLATION FORM
Complete and return this form only if you wish to cancel your contract.
To:
AORAKI
Fabian Aguilar Delgado, sole trader
21 Redehall Road
Smallfield, Horley
RH6 9PX
United Kingdom
Email: support@aoraki-store.com
I hereby give notice that I cancel my contract of sale for the following goods:
Goods ordered:
Order number:
Ordered on:
Received on:
Customer name:
Customer address:
Customer signature (only if this form is submitted on paper):
Date: