Cancellation Policy

This Cancellation Policy explains how order cancellations are handled at Aurora Kitche. This policy applies to all orders shipped to the United States, Germany, Netherlands, France, and Austria, and complies with applicable U.S. commercial rules and EU consumer protection regulations.

1. Cancelling Before Shipment

You may request cancellation before your order has shipped by contacting us at info@aurorakitche.com. Please include your order number and clear cancellation request details.

We will make reasonable efforts to cancel the order if it has not yet entered fulfillment, packaging, freight booking, procurement, or shipment processing. Order cancellation is not guaranteed once internal order processing has commenced.

2. Orders Already Processed or Shipped

Once an order has been processed, packed, handed to a carrier, assigned to freight shipment, or dispatched for delivery, pre‑delivery cancellation may no longer be possible.

If pre‑shipment cancellation is unavailable, you may exercise your consumer rights to return the item after delivery in accordance with our official Return and Refund Policy and applicable local laws.

3. Custom or Made-to-Order Items

Custom, personalized, or made‑to‑order products are non‑cancellable once production, customization, special procurement, or tailored order processing has started, in compliance with EU consumer law exceptions and U.S. commercial standards.

If a custom or made‑to‑order product is eligible for cancellation prior to processing commencement, we will send formal email confirmation to confirm approval.

4. Delayed Orders & EU Consumer Cancellation Rights

If we cannot ship your order within the published estimated timeframe, we may contact you with updated delivery information.

EU Customers (Germany, Netherlands, France, Austria): In accordance with EU consumer protection rules, you retain statutory cancellation and withdrawal rights. You may choose to accept the revised delivery timeline or cancel your unshipped order for a full refund.

US Customers: Delayed order cancellation eligibility is subject to our standard order processing and refund terms.

5. Fraud, Payment, Address, or Availability Issues

We reserve the right to cancel an order at our discretion if payment cannot be verified, fraud risk is detected, the delivery address is incomplete, invalid, or unsupported by carriers, the product is out of stock or unavailable, the order contains pricing or listing errors, the carrier cannot complete delivery to your region, or legal/regulatory restrictions prevent order fulfillment.

If we initiate an order cancellation for the above reasons, we will issue a full refund for all amounts paid by the customer, unless otherwise permitted by applicable law.

6. Statutory EU Right of Withdrawal

Nothing in this policy overrides your mandatory 14‑day EU withdrawal right for online distance sales. Consumers located in Germany, Netherlands, France, and Austria may withdraw from the purchase within 14 days after receiving the goods, subject to legal exceptions for custom/personalized goods. Full details are specified in our dedicated EU Right of Withdrawal Policy.