We want you to feel confident when shopping with Patina Aura.
General Return Policy
Because our pieces are handcrafted and made in small batches, we do not offer a general return window.
We do not accept returns for change of mind, personal preference, size preference, color variation, scent preference, or the normal natural characteristics of agarwood, enamel details, and handmade finishing.
Agarwood is a natural material. Natural characteristics may include variations in bead color, wood grain, tone, resin patterns, scent intensity, natural pores, small natural insect holes, growth marks, and other naturally occurring surface or internal characteristics.
These natural characteristics are part of the material itself and are not considered damage, manufacturing defects, or quality defects.
Handmade enamel details and hand-finishing may also show subtle variations in color, texture, pattern, and finishing. These normal handmade variations are not considered defects.
Eligible Order Issues
Please contact us within 7 calendar days of confirmed delivery if:
– Your item was damaged during transit;
– You received a product or style different from the item shown in your confirmed order; or
– You believe there is another material product or fulfillment issue that requires review.
The 7-day period is the time allowed to report a delivery or product issue. It is not a general return period.
Please contact us at info@patinaaura.com and provide:
– Your order number;
– Clear photographs of the item received;
– Clear photographs of the packaging where relevant; and
– A short description of the issue.
For reported transit damage, please contact us as soon as reasonably possible after receiving and inspecting the parcel. Photographs of the damaged item, internal packaging, external parcel, and any visible shipping damage may be required so that we can investigate the matter with the carrier.
Please do not send any item back unless our customer support team instructs you to do so.
Review and Verification
After receiving your claim, Patina Aura may review the information you provide together with our order records, fulfillment records, quality-control records, packing records, shipping records, and information provided by the logistics carrier.
A claim will only be treated as an approved issue after our review confirms that the circumstances qualify under this policy.
Natural characteristics of agarwood, including natural insect holes, pores, grain variation, color variation, resin patterns, growth marks, and scent variation, do not by themselves qualify as product defects.
Transit Damage
If our review confirms that the item was damaged during transit, Patina Aura will bear the approved return shipping cost when a return is required.
Where available, Patina Aura will arrange for the original logistics carrier to collect the damaged item.
If collection by the original carrier is not available, Patina Aura may designate another return method.
Please do not independently arrange or pay for return shipping unless our customer support team specifically instructs you to do so.
Incorrect Item Sent
If you receive a product or style different from the item shown in your confirmed order, please contact us within 7 calendar days of delivery.
We will review your confirmed order information together with our fulfillment, packing, and dispatch records.
If our review confirms that Patina Aura or our fulfillment team sent an incorrect product or style, Patina Aura will bear the approved return shipping cost when a return is required.
Where available, Patina Aura will arrange for the original logistics carrier to collect the incorrect item.
If collection by the original carrier is not available, Patina Aura may designate another return method.
Please do not independently arrange or pay for return shipping unless our customer support team specifically instructs you to do so.
Other Authorized Returns
Except for verified transit damage or a verified incorrect item sent by Patina Aura, any other return expressly authorized by Patina Aura will require the customer to bear the return shipping cost, unless otherwise required by applicable law.
Authorization of a return in another circumstance does not create a general right of return.
Our exclusions for change of mind, personal preference, size preference, color variation, scent preference, natural agarwood characteristics, natural insect holes, natural pores, grain variation, resin patterns, enamel variation, and normal handmade finishing continue to apply.
Quality-Control and Packing Records
To support product quality control, order verification, and the investigation of customer claims, Patina Aura may create internal photo and/or video records during the preparation and packing of each order.
These records may document:
– The completed bracelet and its visible details;
– The condition of the product before packing;
– Placement of the product into its presentation box;
– Protective packaging;
– Final parcel packing;
– Parcel condition before dispatch; and
– Application of the shipping label.
When investigating a reported transit-damage, incorrect-item, product, or fulfillment issue, these internal records may be reviewed together with the customer’s photographs, order information, fulfillment records, and carrier information.
Resolution of an Approved Issue
After an issue has been reviewed and approved, Patina Aura may offer an appropriate resolution depending on the circumstances, which may include:
– A replacement;
– Store credit; or
– A refund to the original payment method.
The appropriate resolution will be confirmed by our customer support team.
Refund Processing Time
When a refund is approved, it will be issued to the original payment method.
Please allow 7–15 business days for the funds to appear, depending on your bank or payment provider.
This is the payment-processing time after approval and is not a return eligibility period.
Non-Eligible Items and Claims
We cannot provide a refund or replacement for:
– Items damaged through wear, misuse, improper storage, alteration, or accidental damage after delivery;
– Normal natural characteristics or variations in agarwood, including natural insect holes, natural pores, wood grain, color, tone, resin patterns, growth marks, or scent;
– Normal variations in enamel details or handmade finishing;
– Requests submitted more than 7 calendar days after confirmed delivery;
– Items sent back without prior authorization;
– Change-of-mind requests;
– Personal-preference requests;
– Size-preference requests; or
– Scent-preference requests.
Nothing in this policy limits any rights that cannot legally be excluded under applicable consumer law.
Customer Support
For questions or assistance, contact us at:
Email: info@patinaaura.com
WhatsApp: +853 6358 9492
We usually respond within 1–2 business days.