Refund policy

AURELO REFUND & RETURN POLICY

Last Updated: July 2026

7-Day Return Policy

At Aurelo, we want you to shop with confidence. If you're not completely satisfied with your purchase, you may request a return within 7 days of receiving your order.

To be eligible for a return:

  • The item must be unused and in its original condition.

  • The item must be returned in its original packaging, including all accessories, inserts, thank-you card, and bonus items.

  • Proof of purchase (order confirmation or receipt) is required.

To initiate a return, please contact us at:

Email: support@aurelo.ca 

Please do not send products back without first contacting us. Unauthorized returns may not be accepted.

Damaged, Defective or Incorrect Items

Please inspect your order immediately upon delivery.

If your order arrives:

  • damaged,

  • defective,

  • incomplete, or

  • you receive the wrong item,

please notify us within 48 hours of delivery by emailing us with:

  • your order number

  • a brief description

  • clear photographs of the issue

We'll review the claim promptly and work with you to provide a replacement, exchange, or refund where appropriate.

Return Shipping

If the return is due to:

✅ Manufacturing defect

✅ Shipping damage

✅ Wrong item received

Aurelo will cover the return shipping costs.

If the return is due to:

  • change of mind

  • incorrect purchase

  • no longer needed

the customer is responsible for return shipping costs.

Original shipping charges (if any) are non-refundable.

Non-Returnable Items

For hygiene and product quality reasons, we cannot accept returns for:

  • Used pickleball paddles

  • Used overgrips

  • Used pickleballs

  • Personalized or custom products

  • Gift cards

  • Clearance or Final Sale items

Exchanges

If you wish to exchange a product, please contact us first.

Subject to product availability, we'll gladly assist with exchanges.

If the requested item is unavailable, a refund or store credit may be offered.

Refunds

Once your returned item has been received and inspected, we'll notify you regarding the approval of your refund.

If approved:

  • Refunds will be issued to your original payment method.

  • Processing typically takes 5–10 business days, depending on your payment provider.

Shipping charges are non-refundable unless the return results from our error.

Questions?

We're always happy to help.

📧 support@aurelo.ca

 

Our goal is simple: if there's a genuine issue with your order, we'll work with you to make it right. We believe in fair and transparent customer service.