Return & Refund Policy

At AURTALIS, we want returns and refunds to be as clear and straightforward as possible.

This Return & Refund Policy applies to eligible purchases made through aurtalis.com.

1. 30-Day Return Period

Eligible products may be requested for return within 30 days from the date confirmed delivery takes place.

Before sending an item back, please contact our customer care team:

Email: service@aurtalis.com

We will review your request, determine whether the product is eligible, and provide the appropriate return instructions and return address.

Please do not send a product back before contacting us. Returns sent without authorization or to an address that has not been provided by our support team may be delayed or may not be processed.

2. Conditions for an Eligible Return

Unless the product arrived damaged, defective, incorrect, incomplete, or otherwise qualifies for a remedy under applicable law, products returned for preference-based reasons should generally be:

• Unused or maintained in like-new condition

• Free from damage caused after delivery

• Unmodified

• Returned with all originally supplied components

• Returned with any included accessories

• Returned with display bases, detachable accents, stands, or other removable components originally supplied with the product

• Accompanied by product instructions or inserts where provided

• Returned in the original protective packaging where reasonably possible

We may also request proof of purchase, such as your order number or confirmation email.

Because AURTALIS offers ceramic cute figurines and decorative ornaments that may include delicate sculptural poses, fine features, display bases, or other fragile components, returned products should be packaged carefully to minimize the risk of damage during transportation.

Returned items may be inspected before a refund is approved.

3. Opened or Used Products

Simply opening a product does not automatically prevent it from being returned. However, where permitted by applicable law, preference-based returns involving opened or used products may be inspected to determine their condition.

Returned products should generally not show evidence of:

• Excessive use

• Misuse

• Customer-caused chips, cracks, scratches, stains, breakage, or other damage

• Unauthorized repairs

• Alterations or modifications

• Missing accessories or components

• Damage caused by inappropriate cleaning, storage, handling, or display

Where customer handling beyond what is reasonably necessary to inspect or evaluate a product results in a material loss of value, an appropriate deduction may be made where permitted by applicable law.

4. Items That May Not Be Returnable

Where legally permitted, certain products may be excluded from preference-based returns, including:

• Personalized or customized products

• Gift cards

• Products clearly identified as final sale

• Products damaged through misuse or improper handling

• Products modified or repaired without authorization

• Products missing significant components because of customer handling

• Other products clearly identified as non-returnable before purchase

Any product-specific exclusions will be stated on the relevant product page or communicated before a return is approved.

Nothing in this section is intended to restrict statutory consumer rights that cannot legally be excluded.

5. Damaged, Defective, Incorrect or Incomplete Orders

Please inspect your AURTALIS order reasonably soon after delivery. This is especially important for delicate ceramic and decor products such as:

• Sculptural ceramic figurines

• Figurines with fine features or raised decorations

• Items with delicate poses or extended details

• Figurines supplied with display bases or stands

• Character-inspired ceramic pieces

• Other decorative ornaments

If your order arrives:

• Cracked or chipped

• Broken

• Scratched

• Damaged

• Defective

• Incorrect

• Missing accessories

• Missing components

• Incomplete

Please contact us as soon as reasonably possible.

To assist with our review, we may request:

• Your order number

• Product name

• Clear photographs of the product

• Photographs of the internal protective packaging

• Photographs of the external shipping package

• A photograph of the shipping label, where available

• A short video showing the problem where useful

A video may be particularly helpful for issues involving a loose display base, improperly fitting stand, damaged figurine feature, detached decorative element, or another product feature.

After reviewing the information provided, we will explain the appropriate next steps based on the circumstances, applicable AURTALIS policies, and relevant consumer laws.

6. Basic Product Checks Before a Return

For certain product issues, our customer support team may suggest simple checks before arranging a return. Depending on the product, these may include:

• Checking whether a display base is correctly positioned

• Confirming removable components are properly fitted

• Inspecting the figurine for visible cracks or damage

• Checking included accessories or stands

• Reviewing product-specific instructions

• Reviewing applicable care guidance

For items from the Modern Ritual Collection, Dreamy Sweet Figurine Collection, or Whimsical Art Collection, we may request photographs or additional information to help determine the nature of the problem.

You are not required to continue using or displaying any product that appears cracked, broken, damaged, or otherwise unsuitable for continued display.

7. Return Shipping Costs

For preference-based returns, including situations such as:

• Changing your mind

• Selecting the wrong colour, style, variation, or product

• No longer wanting the item

• The product not matching your personal preferences

• Other reasons that did not result from an error by AURTALIS

the customer is generally responsible for return shipping costs where permitted by applicable law.

If AURTALIS confirms that a product was:

• Damaged during delivery

• Defective

• Incorrectly supplied

• Incomplete

• Otherwise eligible for seller-paid return costs under applicable law

we will provide the appropriate return or resolution instructions.

Please do not purchase expensive international return shipping independently before receiving instructions from our customer care team.

8. Original Shipping Fees

For preference-based returns, the original shipping cost is generally non-refundable unless:

• AURTALIS expressly states otherwise

• The return resulted from an error on our part

• The product was damaged, defective, or incorrectly supplied

• Applicable law requires reimbursement

9. Return Address

Our return location may vary depending on:

• Product type

• Fulfillment location

• Customer destination

• Warehouse location

• Logistics arrangements

• Reason for return

For this reason, please do not send returns to our registered corporate address unless our customer support team specifically instructs you to do so. The correct return address will be provided after your request has been reviewed and approved.

10. Preparing Your Return

AURTALIS figurines may contain delicate components such as fine sculptural features, display bases, stands, raised ceramic decorations, character details, or other artistic elements.

Returned items should therefore be packed carefully to reduce movement and impact during return transportation.

Where reasonably possible, please return:

• The main figurine or product

• Display base or stand, if included

• Detachable decorative components

• Other included accessories

• Product instructions or inserts

• Original protective materials

• Original product packaging

• Any other components originally supplied with the order

Fragile ceramic pieces should be securely protected against movement, impact, cracking, chipping, or breakage while in transit. Customers are responsible for adequately packaging preference-based returns.

11. Missing Accessories or Components

Where permitted by law, a refund may be reduced if a returned product is missing items originally supplied with it. Examples include:

• Display bases or stands

• Detachable decorations

• Included accessories

• Product inserts

• Protective packaging

• Other components originally included with the product

Any applicable deduction will depend on the circumstances and relevant legal requirements.

12. Inspection of Returned Products

After receiving a return, we may inspect the item to confirm:

• Product identity

• Return eligibility

• Product condition

• Reason for return

• Included accessories

• Included components

• Condition of fine features, poses, display bases, decorative elements, and other delicate details

Authorization to return a product does not necessarily mean that a refund has been finally approved. Final refund eligibility may be determined after the returned product has been received and inspected.

13. Refunds

Once an eligible return has been received, inspected, and approved, the refund will generally be sent to the original payment method.

After AURTALIS submits a refund, your bank, card issuer, or payment provider may need additional time to process the transaction and display the funds in your account. These processing times are determined by the relevant financial institution or payment provider.

14. Possible Refund Deductions

Where applicable law allows, an appropriate deduction may be made when a product has experienced a material loss in value because of:

• Missing accessories

• Missing components

• Excessive use

• Customer-caused chips, cracks, scratches, stains, or breakage

• Unauthorized alterations

• Unauthorized repairs

• Improper cleaning

• Improper handling

• Damage occurring after delivery

Any deduction will be assessed according to the specific circumstances of the return.

15. Exchanges

Exchange availability depends on current inventory. AURTALIS figurines may be available in different colours, finishes, designs, styles, and variations. Because inventory changes, your preferred replacement may not always be available.

If a direct exchange cannot be arranged, the simplest available process may be to:

1. Request a return for the eligible original product.

2. Complete the approved return procedure.

3. Place a separate order for your preferred item.

Please contact customer support before returning an item for exchange.

16. Order Cancellations

If you would like to cancel an order, contact us as soon as possible after placing it:

Email: service@aurtalis.com

We will make reasonable efforts to process your request before fulfillment begins. Cancellation cannot be guaranteed once an order has entered:

• Processing

• Picking or packing

• Protective packaging

• Fulfillment

• Shipping preparation

• Dispatch

If your package has already shipped, you may need to follow the applicable return process after receiving it.

17. Refunds for Successfully Canceled Orders

If an order is successfully canceled after payment has already been processed, an appropriate refund will be issued to the original payment method or another method permitted by the relevant payment provider. Your financial institution may require additional processing time before the refunded amount appears.

18. Refused or Unclaimed Packages

Refusing a delivery does not automatically make an order eligible for a full refund.

If a package is refused, remains unclaimed, or is returned to the sender, contact us so we can review factors including:

• Shipment status

• Carrier charges

• Product condition

• Condition of fragile ceramic components

• Return eligibility

• Other relevant circumstances

Where legally permitted, reasonable shipping or return costs resulting from refusal or failure to accept an otherwise valid delivery may be deducted from a preference-based refund.

19. International Returns

International returns may involve additional shipping expenses, customs procedures, carrier requirements, documentation, transit time, and protective packaging requirements.

Because ceramic figurines and sculptural decor can be fragile, appropriate protective packaging may be particularly important for international returns. Please contact us before sending any international return.

Except where responsibility cannot legally be excluded, AURTALIS is not responsible for unnecessary shipping expenses or customs charges resulting from a return being sent without following the instructions provided by our customer support team.

20. Consumer Rights

This Return & Refund Policy is intended to supplement, rather than replace, rights provided by applicable consumer laws.

Depending on your country, state, province, or region, you may have additional statutory rights concerning:

• Defective products

• Product conformity

• Damaged products

• Repairs

• Replacements

• Returns

• Refunds

• Cancellation or withdrawal rights

Nothing in this policy is intended to waive or restrict rights that cannot lawfully be excluded. If mandatory consumer protection legislation provides you with greater rights than this policy, those statutory rights will continue to apply.

21. Contact Us

For questions concerning returns, refunds, exchanges, damaged or defective products, or order cancellations, please contact:

• Brand: AURTALIS

• Website: aurtalis.com

• Legal Entity: Shenzhen Sanzhi Dailer Technology Co., Ltd.

• Registered Address: Room 309M16, Block B, Phase I, Tian'an Innovation & Technology Plaza, No. 25 Tairan 4th Road, Tian'an Community, Shatou Subdistrict, Futian District, Shenzhen

• Unified Social Credit Code: 91440300MAE959LC4H

• Customer Support Email: service@aurtalis.com

For questions relating to an existing order, please provide your order number and the email address used at checkout.

For damaged figurines or other fragile decor items, please also provide clear photographs showing the product and its packaging so that our team can review the issue efficiently.

For your security, please do not send full payment-card numbers, CVV/security codes, or account passwords by email.

aurtalis.com is operated by Shenzhen Sanzhi Dailer Technology Co., Ltd.