Terms of service

Craftsmanship
Every Aurelo piece is made with the patience and precision of true craft. We work with expert makers, select the finest materials, and refine every detail until it feels inevitable. This is why we can promise more.

Guarantees
15-Year Frame Guarantee
Our made-to-order sofas are designed to last. Frames are guaranteed for 15 years against faults in materials or workmanship.

2-Year Upholstery & Mechanism Guarantee
Upholstery, fillings, springs, and mechanisms are covered for 2 years, ensuring lasting comfort and performance.

These guarantees are offered in addition to your statutory rights under UK consumer law.

Returns & Cancellations
Faulty or Damaged on Arrival
If your order arrives damaged, or develops a fault within the guarantee period, we will arrange a repair, replacement, or refund. All collection costs are covered by us.

Change of Mind
As each sofa is made to order, bespoke pieces cannot be cancelled once production has begun. To help you choose with confidence, we provide fabric swatches, detailed dimensions, and guidance before you place your order.

Non-Bespoke Items
For stock items, you have 14 days from delivery to cancel under UK law (extended by us to 30 days). For change-of-mind returns, return costs are your responsibility. Refunds are processed within 14 days of receiving the returned item, including the standard delivery charge.

What’s Not Covered
Our guarantees do not apply to:

• Everyday wear and tear such as softening cushions or gentle fading.

• Damage from misuse, improper care, or insufficient access at delivery.

• Colour changes or fabric wear caused by sunlight, heat, or damp.

• Discolouration from clothing (e.g. denim) or pilling caused by external fibres.

Care Guidance
To keep your sofa at its best:

• Use furniture for its intended purpose (avoid sitting on arms or backs).

• Rotate and plump cushions regularly.

• Vacuum upholstery with a soft brush attachment.

• Avoid direct sunlight and heat sources.

• Follow care labels for cleaning instructions.

Repairs
Repairs are assessed case by case to ensure the right solution. Depending on the issue, we may repair on-site, supply replacement parts, or replace the product.

To request a repair or make a claim under guarantee, contact us at info@aurelo.com with your order number, photographs, and a brief description. Our team will guide you through the next steps.

Your Rights
Nothing in these terms affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts Regulations 2013. Our guarantees are offered in addition to those rights, not instead of them.