REFUND POLICY
At THE AURA CO., we hope you love every piece you receive. However, if something is not quite right, we are here to help and will guide you through the process with care and clarity.
This policy does not affect your statutory rights under UK consumer law.
14-DAY LEGAL RIGHT TO CANCEL (UK & EU CUSTOMERS)
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your goods, for any reason.
To exercise this right, you must notify us in writing within 14 days of delivery:
You then have a further 14 days to return the goods to us.
You are entitled to inspect the goods as you would in a physical shop. However, we reserve the right to make a deduction from your refund for any loss in value of the goods resulting from handling beyond what is necessary to establish their nature, characteristics and functioning.
If you cancel your order within the statutory 14-day period, we will refund the standard delivery cost paid. Any upgraded or express shipping charges are non-refundable.
Refunds will be processed within 14 days of receiving the returned goods, or receiving evidence that they have been returned.
OUR 30-DAY RETURNS POLICY
In addition to your statutory rights, we offer a 30-day goodwill returns policy from the date you receive your order.
To qualify under this policy:
-
Items must be unused
-
Candles, wax melts and incense must not have been lit, burned or melted
-
Seals must remain intact where applicable
-
Items must be returned in their original packaging where reasonably possible
-
Proof of purchase must be provided
Returns must be requested in advance by emailing:
Returns must be sent to:
THE AURA CO.
6 Nash Road
Willersey
WR12 7RG
United Kingdom
Items returned without prior authorisation may be refused.
RETURN POSTAGE
Unless your item is faulty, damaged or incorrect, you are responsible for the cost of return postage.
We strongly recommend using a tracked and insured service. THE AURA CO. cannot accept responsibility for items lost or damaged in transit.
For international returns, customers are responsible for any customs charges or duties incurred. We are unable to accept returns with unpaid customs fees.
CANDLES, WAX PRODUCTS & HYGIENE ITEMS
Due to the nature of our products:
-
Used, burned or partially melted candles cannot be returned unless faulty
-
Used wax melts or incense cannot be returned unless faulty
-
Items unsealed after delivery which are not suitable for return for health or hygiene reasons are exempt from cancellation rights
We reserve the right to refuse refunds where products have been used beyond reasonable inspection.
DAMAGED, FAULTY OR INCORRECT ITEMS
Under the Consumer Rights Act 2015, goods must be:
-
As described
-
Of satisfactory quality
-
Fit for purpose
If your item is faulty, damaged in transit, or incorrect, please contact us within 48 hours of delivery with photographs and a clear description of the issue.
Where a fault is confirmed, we will offer a repair, replacement or refund in accordance with your statutory rights.
NON-RETURNABLE ITEMS
The following items are exempt from the right to cancel (unless faulty):
-
Personalised or custom-made products
-
Sealed goods not suitable for return once unsealed for health or hygiene reasons
-
Perishable goods
-
Gift cards
Sale or discounted items remain eligible for return in accordance with your statutory rights.
EXCHANGES
We do not offer direct exchanges.
If you wish to receive a different item, please return your original order in accordance with this policy and place a new order once your return has been approved.
REFUNDS
Once your return has been received and inspected, we will notify you of the outcome.
If approved:
-
Refunds will be issued to your original payment method
-
Refunds will be processed within 14 days of receiving the returned goods or proof of return
We reserve the right to withhold refunds until goods are received or satisfactory proof of return is provided.
If more than 14 days have passed since refund approval, please contact guidance@theauraco.uk.
CHARGEBACKS & DISPUTES
If you initiate a chargeback or payment dispute without first contacting us to resolve the issue, we reserve the right to:
-
Provide evidence of delivery and correspondence to the payment provider
-
Recover administrative costs where permitted by law
We encourage customers to contact us directly so we can resolve any concerns promptly and fairly.
YOUR STATUTORY RIGHTS
Nothing in this policy limits or excludes your statutory rights under UK law.