Return policy

Thank you for choosing Aureaxiom. We stand behind the quality of our handcrafted full-grain leather goods. This Return Policy outlines the terms and conditions for returning or exchanging products purchased from our website. By placing an order, you agree to the terms below.

1. Eligibility for Returns & Exchanges

To be eligible for a return or exchange, your item must meet the following criteria:
  • Return request is submitted within 30 calendar days from the date of delivery.
  • The product is unused, unmarked, and in its original condition (no scratches, stains, or signs of wear on the leather, hardware, or stitching).
  • All original packaging, tags, dust bags, and accessories (e.g., straps, buckles) are included.
  • The product is not a custom-made or personalized item (custom orders are non-returnable).

2. Items Not Eligible for Returns

We cannot accept returns or exchanges for the following items:
  • Products that have been used, damaged, or altered (including scratches, stains, or modifications to leather or hardware).
  • Custom-made or personalized items (e.g., engraved leather goods).
  • Items without original packaging, tags, or accessories.
  • Products returned after the 30-day return window.
  • Gift cards (non-refundable and non-exchangeable).

3. Return Process

To initiate a return or exchange, please follow these steps:
  1. Submit a Return Request: Contact our customer service team at haoxinbusiness@outlook.com with your order number, product name, and reason for return/exchange. Please include clear photos of the product and packaging if applicable.
  2. Receive Approval: Our team will review your request within 2 business days. If approved, we will send you a Return Authorization (RA) number and detailed return shipping instructions.
  3. Ship the Item: Pack the product securely in its original packaging, include the RA number on the outside of the package, and ship it to the address provided in the approval email. Please note: Return shipping costs are the responsibility of the customer, unless the return is due to a manufacturing defect or our error (e.g., wrong item shipped).
  4. Inspection & Processing: Once we receive your return, we will inspect the product to ensure it meets eligibility criteria. This process takes 3-5 business days.

4. Refund Processing

  • If your return is approved, we will issue a refund to your original payment method (credit card, PayPal, etc.).
  • Refunds will exclude original shipping costs (unless the return is due to our error).
  • Please allow 5-10 business days for the refund to reflect in your account, depending on your payment provider’s processing time.

5. Exchange Policy

If you wish to exchange an eligible item for a different size, color, or product:
  • Follow the return process outlined above, noting "Exchange" in your return request.
  • Once your returned item is inspected and approved, we will ship the replacement item to you. If the replacement item has a different price, you will be responsible for paying the difference, or we will issue a refund for any overpayment.
  • Exchange shipping costs are covered by us for eligible exchanges (excludes international shipping for non-defective items).

6. Manufacturing Defects

We offer a 1-year warranty against manufacturing defects (e.g., faulty stitching, defective hardware, leather cracking due to poor craftsmanship) from the date of delivery. To claim a warranty, please contact us athaoxinbusiness@outlook.com with your order number and clear photos/videos of the defect. We will review your claim and provide a replacement, repair, or refund at our discretion, free of charge.
Warranty does not cover normal wear and tear, damage from misuse, neglect, or accidental damage (e.g., scratches from sharp objects, water damage).

7. International Returns

For international orders, customers are responsible for all return shipping costs, customs fees, and duties. We recommend using a trackable shipping service, as we are not responsible for lost or damaged return packages. Refunds will be issued once the package is received and inspected, minus original international shipping costs.

8. Contact Us

If you have questions about our return policy, need to initiate a return, or require assistance, please contact us:
Chongqing Haoxinhua Trading Co., Ltd.
Email: haoxinbusiness@outlook.com
Phone: +86 13023685479
Address: No. 19-24, 1st Floor, Building 15, No. 53 Airport Road, Zhoubai Street, Qianjiang District, Chongqing, China
We aim to resolve all return requests quickly and fairly, ensuring your satisfaction with every Aureaxiom purchase.