Refund policy

Thank you for shopping with Aura Time & Pen. We take immense pride in the quality, craftsmanship, and authenticity of our curated timepieces and fine writing instruments. If you are not completely satisfied with your purchase, we are here to help.

1. 14-Day Return Window

We accept returns for a full refund or store exchange within 14 calendar days from the date your order was delivered and signed for.

To initiate a return, please contact our concierge team at contact@auratimeandpen.ca with your order number, contact details, and the reason for your return. Return requests initiated after 14 days from delivery will not be eligible for a refund or exchange.

2. Return Eligibility & Condition Requirements

Due to the high-value, collectible nature of luxury watches and fine writing instruments, all returned items must undergo a thorough physical and serial verification inspection. To qualify for a refund, the product must be in original, brand-new, and unworn/unused condition:

• Timepieces:

  • Must be completely unworn, undamaged, and unaltered.

  • Must retain all original factory protective plastics, shrink wrap, bezel covers, and hangtags.

  • The bracelet must not have been resized, links must not have been removed, and leather/rubber straps must show no creasing, buckle indentations, or signs of wear.

• Fine Writing Instruments:

  • Must be completely unused, un-inked, and un-dipped.

  • Must include all original converters, cartridges, nib protectors, and instructional manuals.

• Packaging & Documentation:

  • The item must be returned with all original manufacturer presentation boxes, outer cartons, commemorative cases, serialized warranty cards, instruction booklets, and certificates of authenticity.

Items showing scratches, signs of wear, unsealed factory wrapping, missing serialized paperwork, or any evidence of inking/sizing are strictly non-returnable and will be returned to the buyer at their expense.

3. Return Authorization & Shipping Process

1. Request an RMA: All returns require a Return Merchandise Authorization (RMA) number issued by our team. Unauthorized returns will not be accepted.

2. Packaging: Securely package the item using its original inner presentation box and a sturdy outer shipping box with adequate protective cushioning.

3. Insured Courier Transit:

   • The client is responsible for all return shipping costs unless the return is due to an error on our part or a transit defect reported upon receipt.

   • Return shipments must be dispatched via a trackable, expedited courier service (FedEx, UPS, or Canada Post Express) with mandatory adult signature required and full declared value insurance coverage.

   • Aura Time & Pen is not responsible for items lost, stolen, or damaged in return transit.

4. Inspection & Refund Timeline

• Upon arrival at our facility, our specialists will inspect the item within 2 to 3 business days to verify its condition, components, and serialized provenance.

• Once approved, your refund will be processed back to your original payment method.

• Please allow 3 to 7 business days for the credit to post to your bank or card statement, depending on your financial institution's processing times.

• Original expedited shipping fees (if applicable) are non-refundable.

5. Damaged, Defective, or Incorrect Items

Please inspect your parcel immediately upon delivery. If your shipment arrives damaged, defective, or contains an incorrect item, you must notify us within 48 hours of delivery at contact@auratimeandpen.ca with clear photos of the packaging and product. We will immediately arrange a fully insured, prepaid return label and issue a priority replacement or full refund.

6. Manufacturer Warranty & Servicing

Items exhibiting mechanical performance issues after the 14-day return window are fully covered under their respective Official 2-Year International Manufacturer Warranty. We will gladly assist you in facilitating authorized warranty service with the manufacturer.

Contact Us

For return requests, authorizations, or questions regarding our policy, please contact:

• Email: contact@auratimeandpen.ca

• Salon / Concierge: Aura Time & Pen