Refund Policy
Aura Co Returns and Refund Policy
At Aura Co, we offer a 30-day return policy alongside your statutory consumer rights. This policy applies to consumer purchases from auraco.org.uk.
We are responsible for supplying goods that are of satisfactory quality, fit for purpose and as described. Nothing in this policy limits your statutory rights.
1. Contact us or request a return
To request a return or notify us that you wish to cancel, email admin@auraco.org.uk, telephone 07598967625, or write to the address below.
Please provide your name, order number or other proof of purchase, and details of the items concerned. You do not need to give a reason when exercising your statutory right to cancel.
Return and correspondence address:
Aura Co
Unit 1, 53 Broughton Lane
Salford
M8 9UE
United Kingdom
Please include your order details inside the return parcel, package items securely and keep proof of postage. Contact us for suitable return arrangements before posting faulty goods or fragrances requiring special carrier handling.
2. Your statutory right to cancel
For eligible online purchases, you may cancel from the time you place your order until 14 days after you receive your goods. If goods from one order arrive separately, the cancellation period ends 14 days after delivery of the last item.
Notify us before the cancellation period expires. You then have a further 14 days to send the goods back.
You can use the cancellation form below, but this is optional. Any clear statement of your decision to cancel is sufficient; our approval is not required.
You may inspect goods as you would in a shop. Original packaging is helpful but is not a blanket condition of statutory cancellation. Where legally permitted, we may deduct an amount reflecting diminished value caused by handling beyond what is necessary to establish the goods’ nature, characteristics and functioning.
3. Cancellation exceptions
The statutory change-of-mind cancellation right does not apply to goods made to your specifications or clearly personalised, or to sealed goods that are unsuitable for return for health protection or hygiene reasons after their seal has been broken.
Opening ordinary outer packaging does not automatically remove cancellation rights. Fragrances, cosmetics and clothing are not automatically excluded merely because of their product category.
These exceptions do not remove your rights concerning faulty, damaged, misdescribed or incorrectly supplied goods.
4. Our additional 30-day return offer
In addition to statutory cancellation rights, you may request a change-of-mind return within 30 days after delivery of the last item in your order. If the deadline falls on a weekend or bank holiday, we extend it to the next working day.
For returns relying on this additional offer:
- Items must be unused and in their original condition.
- Original packaging and tags should be included where possible.
- Fragrances, cosmetics and personal-care products must be unopened and unused, with any original seals intact.
- You must send the items back within 14 days of requesting the return.
These conditions apply only to our additional offer. They do not restrict statutory rights.
Sale, clearance and discounted goods are included in our additional offer on the same terms as full-price goods and retain their statutory rights.
5. Faulty, damaged or incorrect goods
Please contact us as soon as you discover a problem. Reporting delivery damage or an incorrect item within seven days helps us investigate, but this is a request, not a deadline that removes your rights.
Please describe the issue and provide photographs where reasonably possible.
You normally have a 30-day statutory right to reject faulty or misdescribed goods for a full refund. After this period, you may still be entitled to a repair or replacement and, in applicable circumstances, a price reduction or refund.
Your rights do not end when our additional 30-day return period expires. Original packaging is not required to exercise rights concerning faulty goods.
6. Return postage and delivery refunds
For change-of-mind returns, you pay the direct return postage costs, provided we informed you of this responsibility before purchase.
For faulty, damaged, misdescribed or incorrectly supplied goods, we arrange or cover reasonable return postage costs.
When you cancel an entire order under your statutory cancellation rights, we refund the original standard delivery charge. If you chose an upgraded delivery service, we refund the cost of our least expensive standard delivery option, but not the upgrade.
For partial returns, we refund any delivery charges required by law.
Original delivery charges are not refundable for returns made solely under our additional 30-day offer.
We do not charge a restocking fee.
7. When we issue refunds
For statutory cancellations, we issue refunds without undue delay and no later than 14 days after receiving the returned goods or evidence that you sent them back, whichever happens first. Where no goods need to be returned, we issue the refund within 14 days of your cancellation.
For faulty goods, we issue refunds without undue delay and within 14 days of agreeing that you are entitled to a refund.
For eligible returns under our additional 30-day offer, we inspect the returned goods and issue the refund within 14 days of receiving them. If we believe the return does not meet that offer’s conditions, we explain why.
Refunds are made to the original payment method unless you expressly agree otherwise. We do not charge a refund processing fee.
Your bank or payment provider may take additional time to display the refund after we issue it. This is separate from our refund deadline.
8. Cancellation before dispatch
Contact us promptly if you wish to cancel before dispatch. Where available, you may also submit a cancellation request through your customer account.
If your order has already been dispatched, you can still exercise any applicable statutory cancellation rights using the process above.
9. Optional cancellation form
Complete and send this form only if you wish to cancel your purchase. You may instead email or write to us in your own words.
To: Aura Co, Unit 1, 53 Broughton Lane, Salford, M8 9UE, United Kingdom
Email: admin@auraco.org.uk
I/We hereby give notice that I/We cancel my/our contract of sale of the following goods:
Goods: ____________________
Order number, if available: ____________________
Ordered on / received on: ____________________
Customer name(s): ____________________
Customer address: ____________________
Signature, only if submitted on paper: ____________________
Date: ____________________
Delete whichever wording does not apply.
10. Changes to this policy
Policy updates apply to future purchases. They do not reduce the rights or return terms applicable when you placed your order.
