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ZHE XI KERKZHE XI KERK
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Refund Policy

Refund Policy Overview

Thank you for shopping with ZHE XI KERK, operated by AUREN STORE. We want you to feel confident about your purchase, and we aim to handle refund requests in a clear and fair way. This page explains the general process for requesting a refund and what information we need from you.

Return windows, refund methods and any item-specific exceptions can differ depending on the product, the order and the destination. For that reason, this policy does not state fixed time limits or guaranteed refund outcomes. The details that apply to your order will be confirmed by our customer service team.

Before You Send Anything Back

Please contact us first. Items sent back without prior confirmation may not be accepted or processed, because we need to match the return to your order and confirm the correct handling steps.

  • Email us at [email protected] with your order number.
  • Tell us which item(s) you would like to have reviewed for a refund and the reason for your request.
  • Include clear photos if the item arrived damaged, defective or different from what you ordered.
  • Wait for our reply before shipping anything back. We will confirm whether your request is eligible and what to do next.

How Refund Requests Are Reviewed

Each request is reviewed individually. Our team will look at the order details, the condition of the item, the reason for the request and the requirements that apply to that product. We will then let you know the outcome and, where a refund is approved, how it will be issued.

Refund method, processing steps and the time it takes for funds to appear are confirmed by our customer service team and may depend on your original payment method and your bank or payment provider.

General Conditions We Consider

To help us review a request, items are usually expected to meet the following general conditions. Our team will confirm what applies to your specific order.

  • The item is in its original condition, unworn and unused, with tags and packaging where applicable.
  • The item has not been washed, altered, damaged or used beyond trying it on.
  • Proof of purchase, such as an order number or order confirmation, can be provided.
  • Requests are submitted within the period that applies to your order, as confirmed by our customer service team.

Items That May Not Be Eligible

Some products may not be eligible for a refund or return. This can include, for example, items marked as final sale or clearance, intimate or hygiene-related items, and products that have been personalised or made to order. Whether an item falls into an exception category depends on the specific product and listing, so please check with our customer service team before assuming an item can be returned.

Damaged, Defective or Incorrect Items

If something arrives damaged, faulty or different from what you ordered, please contact us as soon as possible with your order number and clear photos of the item and its packaging. We will review the issue with you and confirm the appropriate resolution, which may include a refund or another option depending on the circumstances.

Order Cancellations

If you would like to cancel an order, please contact us as soon as you can. Whether a cancellation is possible depends on how far along the order is in processing or shipping. If an order has already been dispatched, our team will explain the options available to you.

Exchanges

If you are interested in an exchange rather than a refund, please contact our customer service team. Availability, eligibility and any related steps will be confirmed for your specific order.

Return Shipping

Responsibility for return shipping costs and the choice of shipping method is confirmed by our customer service team as part of your request. We recommend using a traceable shipping service, as we are not able to guarantee receipt of items that are lost in transit on the way back to us.

Contact Us

If you have any questions about this Refund Policy or want to start a refund request, please reach out to us. Our team will be glad to help.

  • Company: AUREN STORE
  • Contact person: KERK ZHE XI
  • Email: [email protected]
  • Phone: 123689022
  • Address: 2 JALAN PINGGIRAN 6/3 HORIZON HILLS

Please keep in mind that the information on this page is a general guide. Where there is any difference between this page and the details confirmed to you by our customer service team for your order, the confirmed details will apply.