RETURNS & EXCHANGES
At AURUM TREAD, we want you to be completely satisfied with your order.
This policy explains the practical terms that apply to returns, exchanges and requests concerning a product you have received.
Consumers’ statutory rights, including the right of withdrawal and statutory warranties, are also set out in our General Terms and Conditions of Sale.
1. Right of withdrawal
For distance purchases made on www.aurumtread.com, the consumer Customer generally has 14 days from receipt of the order to inform us of their decision to withdraw, without having to provide a reason. Légifrance
Where several products from the same order are delivered separately, the applicable period is determined in accordance with the rules of the French Consumer Code.
To exercise your right of withdrawal, you may use the feature provided on the website when available, the standard withdrawal form included in the General Terms and Conditions of Sale, or send us a clear statement expressing your decision to withdraw.
You may contact us in particular at:
or by post:
AURUM TREAD
13 Résidence Le Clos des Oliviers
31870 Lagardelle-sur-Lèze
France
2. Deadline for returning the product
After informing us of your decision to withdraw, you must return the product(s) concerned no later than 14 days after that notification, unless AURUM TREAD offers to collect the product directly. Légifrance
3. Return conditions
Returned products must be handled with care.
To enable us to process your return quickly, we ask that the item be returned:
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clean;
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unwashed;
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without damage resulting from abnormal use;
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with any accessories included;
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with its original tags where these did not need to be removed in order to try the product on normally.
The Customer may of course try on a garment as they would in a store in order to check the size, fit or characteristics.
However, the Customer may be held liable for any reduction in value resulting from handling beyond what is necessary to establish the nature, characteristics and proper functioning of the product. Légifrance
A product showing significant signs of use or washing, damage or alteration attributable to the Customer may therefore be subject to a reduction in the refund corresponding to the loss in value observed, within the limits permitted by law.
4. Return procedure
To make your return easier to process:
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contact our customer service team at support@aurumtread.com;
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provide your order number and the product(s) concerned;
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specify whether the request concerns a withdrawal, an exchange or an issue with the product;
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follow the return instructions provided to you;
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pack the product carefully to prevent damage during transit.
Where AURUM TREAD provides a return label, the terms of its use will be explained when the request is made.
We recommend keeping proof of postage until the return has been fully processed.
5. Return address
Unless our customer service team gives you different instructions, returns must be sent to:
AURUM TREAD
13 Résidence Le Clos des Oliviers
31870 Lagardelle-sur-Lèze
France
We recommend that you do not send returns to the registered address in Toulouse.
6. Return costs
Mainland France
AURUM TREAD may cover return shipping costs for certain orders or as part of specific promotional operations.
Where a return is made solely under the right of withdrawal, the direct cost of returning the item is legally borne by the Customer unless AURUM TREAD expressly decides to cover it. Légifrance
The terms applicable at the time of your request will be communicated by our customer service team.
International
For orders delivered outside mainland France, direct return shipping costs are generally borne by the Customer, unless AURUM TREAD expressly states that it will cover them or the return is due to a defect covered by our statutory obligations.
Any shipping charges, taxes or formalities associated with an international return may vary depending on the country of origin.
7. Refunds
Where the right of withdrawal is validly exercised, AURUM TREAD refunds the amounts due under the conditions and within the time limits provided by the French Consumer Code.
The refund is issued no later than 14 days from the date on which AURUM TREAD is informed of the decision to withdraw.
For the sale of goods, AURUM TREAD may nevertheless withhold the refund until the product has been recovered or until the Customer provides proof of shipment, whichever occurs first. Légifrance
The refund is made using the same payment method used for the order, unless another method that does not result in additional charges for the Customer is expressly agreed. Légifrance
Where the withdrawal concerns the entire order, delivery costs corresponding to the standard delivery method offered are refunded in accordance with applicable regulations. Any additional costs resulting from the choice of a more expensive delivery method than the standard option are not refunded. Légifrance
Depending on the bank or payment method used, a few additional days may be required before the refund actually appears in the Customer’s account.
8. Size or product exchanges
AURUM TREAD may offer a size or product exchange, subject to availability.
To request an exchange, contact:
and provide:
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the order number;
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the item concerned;
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the desired size or reference.
The exchange is subject to availability of the requested product when the return is processed.
If the requested product is no longer available, AURUM TREAD may offer:
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another available size or reference;
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a refund;
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or any other solution accepted by the Customer.
The exchange options offered by AURUM TREAD are an additional commercial service and do not limit the statutory right of withdrawal.
9. Drop and limited-edition products
A product purchased as part of a drop, limited edition or pre-order benefits from the same statutory withdrawal rights where no legal exception applies.
However, because some stocks are limited, AURUM TREAD cannot guarantee that a returned product can be exchanged for another size or the same reference.
Where the requested item is no longer available, a refund may be offered in accordance with the applicable rules.
10. Personalized products
The right of withdrawal may not apply to certain products made to the Customer’s specifications or clearly personalized.
Where an AURUM TREAD product falls within this exception, this information is stated before the order is placed and in the General Terms and Conditions of Sale.
11. Products subject to specific hygiene rules
Where permitted by law, certain products cannot be returned after being unsealed for health-protection or hygiene reasons.
If AURUM TREAD sells a product covered by this exception, this information is stated before the order is placed.
This exception does not deprive the Customer of rights that apply where a product is defective or non-conforming.
12. Defective or damaged product / order error
If you receive:
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a product different from the one ordered;
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an incorrect size due to an AURUM TREAD order-preparation error;
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an item with a defect;
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or a damaged product,
contact our customer service team as soon as possible at:
Please provide:
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your order number;
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a description of the issue;
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and, if possible, photographs showing the situation.
AURUM TREAD will provide the appropriate handling instructions.
Where a product is covered by the statutory warranty of conformity, it must be brought into conformity at no cost to the consumer under the conditions provided by law.
These situations are distinct from a simple change of mind and benefit from the protections provided by the statutory warranties described in the General Terms and Conditions of Sale.
13. Parcel damaged during delivery
Where a parcel arrives visibly damaged, we recommend keeping:
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the outer packaging;
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the shipping label;
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the product concerned;
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and photographs showing the condition of the parcel and its contents.
Then contact promptly:
so that we can review the situation and, if necessary, take the appropriate steps with the carrier.
14. Non-compliant or unidentified returns
To avoid delays, a return must clearly identify the order concerned.
AURUM TREAD cannot guarantee immediate processing of a parcel returned without an order number, contact details or information allowing the Customer to be identified.
An unsolicited return sent without following the instructions provided may also result in additional processing time.
15. Customer service
For any question concerning a return, exchange, refund or product received, you can contact:
AURUM TREAD
Email: support@aurumtread.com
Phone: (+33) 06 80 42 57 27
Correspondence and return address:
13 Résidence Le Clos des Oliviers
31870 Lagardelle-sur-Lèze
France
16. Changes to the policy
AURUM TREAD may update this policy to reflect changes to its services, commercial procedures or applicable regulations.
The Customer’s statutory rights and the contractual terms applicable to an order remain determined in accordance with the General Terms and Conditions of Sale accepted at the time of purchase.
Last updated: September 25, 2026