Return & Cancellation Policy

At Ardor Sydney, we are committed to customer satisfaction. If for any reason you are not completely happy with your purchase, we offer a clear and fair return policy based on the day your order is delivered, not the day of purchase.

Return Eligibility

You may return your order within 30 days of delivery under the following circumstances:

1. Changed Your Mind

We accept returns if you no longer want the item, provided the product is:

• Unused and in original condition
• In its original packaging, including all labels and accessories
• Returned within 30 days from the date of delivery

2. Damaged on Arrival

If your item arrives damaged, notify us within 48 hours of delivery. To begin a return:

• Take clear photos of the damage, the packaging, and the shipping label
• Email us at support@ardor-sydney.com with your order number and photos
• We will provide further instructions and arrange a replacement or refund

3. Faulty or Broken After Use (Warranty)

We offer a 30-day limited warranty for items that develop a fault under normal use.
To request a return:

• Contact us within 30 days of delivery
• Provide a description of the issue and supporting photos
• If approved, we will issue a replacement, refund, or store credit depending on the situation

4. Received the Wrong Product

If you received the wrong item:

• Contact us within 7 days of delivery
• Send a photo of the incorrect product and include your order number
• We will send the correct item and provide return instructions for the incorrect one, at no cost to you

5. Exchanges

We accept exchanges within 30 days of delivery. Conditions:

• The item must be unused and in original packaging
• Return shipping is the responsibility of the customer unless the product is incorrect or faulty
• Email us to confirm availability and next steps

6. Order Cancellations

To cancel an order:

• Contact us as soon as possible
• If your order has not yet shipped, we will cancel it and provide a full refund
• If your order has shipped, follow the return process once delivered
• Sale items can only be cancelled for store credit

How to Initiate a Return

To initiate a return, email us at support@ardor-sydney.com with the following information:

• Your full name and order number
• Reason for return
• Supporting photos (if applicable)
• Any documentation, such as a shipping label or receipt

Our team will respond within 24 hours with the correct return address and next steps.

Return Shipping

• Customers are responsible for the cost of return shipping, except in cases of incorrect or defective products
• We recommend using a trackable shipping service
• Returns must be authorized before being shipped

The return address will be provided to you once you have registered your return.

Warehouse Location

Keurenplein 41, 1069 CD Amsterdam, The Netherlands
Returns sent without authorization will not be accepted

Refunds

• Refunds are processed within 7 business days of receiving and inspecting the returned item
• Depending on your bank, refunds may take an additional 3–7 business days to appear
• Refunds are issued to the original payment method
• Items returned in unacceptable condition may be refused or refunded as store credit

Note: Sale items are only eligible for store credit, not cash refunds.

Additional Conditions

• Returns must include all original packaging and accessories
• Items that show signs of use, wear, or damage from misuse will not be accepted
• Custom or personalized items are not eligible for return unless defective or incorrect
• Unauthorized returns may be returned to sender at the customer’s expense

Contact Us

For questions or assistance:

• Warehouse address (this is not our return address): Keurenplein 41, 1069 CD Amsterdam, The Netherlands
• Email: support@ardor-sydney.com
• Support: Contact us 
• Response time: Within 24 hours
• Customer service contact hours
  Monday - Friday: 09:00 - 17:00
  Saturday & Sunday: 10:00 - 16:00