Refund policy
At Aurorafur, every fursuit is individually handmade and customized according to your selected design, measurements, and requirements. Because of the personalized nature of our products, our return and refund policy differs from that of standard retail products.
1. Deposits & Payments
A deposit is required after your order has been confirmed. The deposit secures your production slot and allows Aurorafur to begin preparing for the project and purchasing the necessary materials.
For orders over $1,000 USD, the deposit is generally calculated as 30% of the total order price. In most cases, the initial deposit is set at $500 USD; however, the exact amount may vary depending on the total price, design complexity, material requirements, and other circumstances specific to the commission.
For orders under $1,000 USD, the deposit is generally set at $200 USD. This amount may also be adjusted depending on the nature and requirements of the commission.
The exact deposit amount and payment schedule will be confirmed in writing before payment is requested. If there is any difference between the standard amounts described above and the customer’s confirmed quotation or payment agreement, the confirmed quotation or payment agreement will apply.
Any remaining balance must be paid once the fursuit is completed and ready for shipment. The order will be shipped only after the final payment has been received in full.
2. Order Cancellations & Refunds
Before Materials Are Purchased
If you cancel your order before we purchase materials specifically for your project, your deposit may be refunded in full.
After Materials Are Purchased
Once materials have been purchased, the deposit becomes non-refundable. Custom fursuits often require materials, colors, components, and accessories selected specifically for an individual character, and these materials may not be reusable or returnable.
After Production Has Begun
If you cancel after production has started, any refund will be determined based on the amount of work already completed, materials purchased, payment processing fees, and other costs already incurred.
After Completion
Once a custom fursuit or custom-made item has been completed according to the approved design and specifications, cancellations, returns, and refunds for change-of-mind reasons are not accepted.
This does not affect claims relating to significant defects, incorrect items, or shipping damage.
3. Returns
Because our fursuits are custom-made and personalized for each customer, we generally do not accept returns or exchanges for change of mind, incorrect measurements supplied by the customer, or personal preference after completion.
If your item arrives with a significant manufacturing defect, does not materially match the agreed specifications, or has suffered serious shipping damage, please contact us as soon as possible after delivery.
Please provide your order information and clear photos or videos showing the issue. We will review the situation and determine an appropriate solution, which may include repair, replacement, remake, partial refund, or refund where appropriate.
Please do not return any product without contacting Aurorafur first. Unauthorized returns may not be accepted.
4. Order Modifications
Before materials are purchased, reasonable modifications to your order may generally be made without additional charges.
After materials have been purchased or production has started, modifications may result in additional charges depending on the requested changes, additional materials required, and work already completed.
Major design changes may also affect the estimated completion date.
5. Shipping Damage
All Aurorafur products are shipped with shipping protection or insurance where available.
If your package appears seriously damaged upon delivery, please photograph the condition of the package before opening it whenever possible. Please also photograph or record the unboxing process and retain all original packaging materials until the issue has been resolved.
Examples of major shipping damage may include severe deformation, structural breakage, irreparable cracks, or other damage that significantly affects the appearance or normal use of the product.
If your item arrives with major shipping damage, please contact Aurorafur immediately and provide clear photos or videos of:
(1)The shipping box and packaging
(2)The shipping label
(3)The damaged area
(4)The overall condition of the product
We will assist you with the applicable carrier or shipping insurance claim.
Depending on the circumstances and the outcome of the claim, Aurorafur may offer repair, replacement, remake, or other appropriate compensation.
6. Payment Method & Refund Processing
Refunds will normally be issued through the original payment method whenever possible.
For orders paid through third-party platforms or payment providers, refund amounts and processing may be subject to the provider's applicable transaction fees, refund rules, currency conversion fees, or other charges.
Any non-refundable third-party fees that have already been charged to Aurorafur may be deducted from the refundable amount where permitted by applicable law.
Refund processing times depend on the payment provider and financial institution.
7. Customer-Provided Information
Customers are responsible for providing accurate measurements, shipping information, character references, colors, and other information required for production.
Aurorafur is not responsible for fitting issues or other problems caused by incorrect measurements or information supplied by the customer. If adjustments are possible, we will be happy to discuss available modification or repair options, which may involve additional charges.
8. Handmade Product Notice
Every Aurorafur product is handmade. Minor differences in stitching, fur direction, color appearance, symmetry, shape, or other handcrafted details may naturally occur.
Such minor variations are part of the handmade nature of our products and are not considered defects unless they materially affect the agreed design, functionality, or quality of the item.
9. Contact Us
If you have any questions about cancellations, returns, refunds, repairs, or shipping damage, please contact us before returning an item or initiating a payment dispute.
We will review each eligible case individually and work with you to find an appropriate solution.