Customer Care Policy
Refund, Return & Replacement Policy
Last updated: 5 August 2026
We want every Aura Essentials order to arrive correctly and in good condition. This policy explains how cancellations, returns, damaged parcels, incorrect items, replacements and refunds are handled.
1. Order Cancellations
Orders may only be cancelled before they have been processed or dispatched. Once an order has entered fulfilment or has been dispatched, it can no longer be cancelled.
To request a cancellation, contact us as soon as possible and include your order number. Cancellation requests are not confirmed until you receive written approval from us.
2. Change-of-Mind Returns
Change-of-mind returns may be considered within 7 days of delivery, provided the product is:
- Unused, unwashed and in resalable condition.
- Returned with its original packaging and all included parts.
- Approved by Aura Essentials before the item is sent back.
Customers are responsible for return shipping costs for approved change-of-mind returns. The original delivery cost is not refundable.
3. Damaged, Missing or Incorrect Items
Contact us within 48 hours of delivery if your parcel arrives damaged, contains a missing item, or contains a product that differs from your confirmed order.
- A clear, continuous unboxing video recorded from before the parcel is opened.
- The unopened parcel, shipping label, outer packaging and seal shown clearly.
- The parcel being opened from beginning to end without cuts, pauses or edits.
- Clear photos and close-up video of the damaged, missing or incorrect item.
- Your order number, full name and contact details.
Please keep the product, parcel and all original packaging until the claim is fully resolved. Claims submitted without sufficient evidence may not be approved.
An approved claim may be resolved through a replacement, reshipment, partial refund or full refund, depending on the issue, available stock and the circumstances of the order.
4. Non-Returnable Items
The following items are generally not eligible for return or refund:
- Products that have been used, washed, altered or damaged after delivery.
- Products returned without original packaging or included parts.
- Items sent back without prior written approval.
- Claims made after the stated reporting period without reasonable supporting evidence.
5. Refund Processing
Approved refunds are returned to the original payment method used for the purchase. After we issue the refund, the time taken for it to appear depends on your bank or card provider.
Refunds are normally processed by us within 5–10 business days after approval. Shipping charges are non-refundable unless the order was damaged, incorrect, missing, or could not be fulfilled by us.
Where only part of an order is affected, a partial refund or replacement may be offered.
6. Contact Us
For any cancellation, return, replacement or refund request, email us with your order number and the relevant supporting information.
This policy does not limit any consumer rights that cannot be excluded under applicable law.