Returns & Refunds Policy

RETURNS & REFUNDS POLICY

Last updated: 11/12/2025

1. Right to Cancel and Return

If you are a consumer, you have the right to return your order within 14 calendar days without providing any reason.

The 14-day period begins from:

  • The day you receive the product, or

  • The day you receive the final product in an order delivered in multiple parcels.

2. How to Request a Return

Within the 14-day return period, you may request a return by contacting AURA at:

📧 support@aura-store.com

Please include the following information:

  • Full name

  • Order number

  • Date of delivery

  • Product(s) you wish to return

  • Contact telephone number or email address

We will respond with the relevant return instructions and return address.

3. Product Condition

To be eligible for a return, the product must:

  • Be in good condition

  • Not show signs of damage or improper use

  • Include, where possible, the original packaging, labels, and accessories

You may inspect and test the product in the same manner you would in a physical shop.

If the product shows excessive use, damage, stains, or clear signs of wear beyond reasonable inspection, we may apply a partial deduction from the refund to reflect the loss in value.

4. Non-Returnable Products

For hygiene and health protection reasons, we do not accept returns for:

  • Shapewear or intimate garments that have been worn, stained, or returned without their original protective seals

  • Creams, gels, balms, cosmetics, or personal care products that have been opened, used, or unsealed

  • Personalised or made-to-order products, where applicable

Where a product is non-returnable, this may also be clearly stated on the relevant product page.

5. Return Shipping Costs

If you choose to return a product for personal reasons or under your cancellation rights, the return shipping costs will be your responsibility.

If the product arrives damaged, defective, or incorrect, AURA will cover the cost of return shipping or collection.

6. Refunds

We will refund the amount paid for the product and, where applicable, the standard delivery costs of the original order.

If you selected a premium or express delivery service, only the equivalent standard delivery cost will be refunded.

Refunds will be processed within a maximum of 14 calendar days from:

  • The date you notify us of your intention to return the item, and

  • The date we receive the returned product or proof of return postage

Refunds will be issued using the same payment method used for the original purchase unless otherwise agreed.

7. Defective Products and 30-Day Warranty

If a product arrives defective or develops a fault within the 30-day warranty period, you may contact us at:

📧 support@aura-store.com

Subject line:

"Defective Product – Order [ORDER NUMBER]"

Depending on the situation, we may offer:

  • A replacement product

  • A similar equivalent product

  • A partial refund

  • A full refund

The warranty does not cover damage caused by:

  • Improper use

  • Accidental damage, impacts, or drops

  • Incorrect handling

  • Normal wear and tear resulting from regular use