Refund policy

Refund and Return Policy

At Aube.Soléa, every object is meticulously hand-crafted, grouted, and cured to order in our Sydney studio. Because each piece is made specifically for you, our return policy reflects the bespoke nature of our work.

1. Change of Mind

As our products are handmade-to-order, we generally do not accept returns, exchanges, or refunds for change of mind. We encourage you to review our product descriptions, dimensions, and photos carefully before completing your purchase.

💡 Tip: Please note that subtle variations in grout texture or tile placement are inherent to the artisanal process and are not considered defects.

2. Order Cancellations & Modifications

We understand that mistakes happen. We accept cancellations or requests for modification within 12 hours of purchase. Once the hand-assembly or grouting process has commenced, we are unable to cancel or change your order.

3. Damaged or Defective Items

We take immense care in packaging our tile objects for a safe journey. However, if your item arrives damaged or with a significant defect, we will make it right.

Please contact us at aube.solea@gmail.com or via Instagram DM (@Aube.Solea) within 48 hours of delivery.

Include your order number and clear photographs of the damaged item and the packaging.

Upon verification, we will arrange a complimentary replacement or a full refund to your original payment method.

4. Return Process (If Applicable)

In the rare event that a return is authorised by our team:

  • Items must be returned in their original, unused condition and within their original packaging.
  • Return shipping costs are the responsibility of the customer.
  • We recommend using a trackable shipping service, as we cannot guarantee receipt of your returned item.

5. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund will be processed, and a credit will automatically be applied to your original method of payment within a certain amount of days, depending on your bank's policies.

Handmade with intention in Sydney, Australia ABN: 67 368 351 390