Returns & Refund Policy

At Aura Brand Store, we want you to be completely satisfied with your purchase. If you are not satisfied with your order, you may be entitled to return the item and receive a refund in accordance with this Returns & Refund Policy and applicable UK consumer protection laws.

1. Your Right to Cancel

If you are a consumer purchasing online, you generally have the legal right to cancel your order within 14 days after the day on which you, or a person you nominate, receives the goods, without having to provide a reason.

If your order contains multiple items delivered separately, the 14-day cancellation period generally begins when you receive the last item.

To exercise your right to cancel, you must clearly inform us of your decision before the applicable cancellation period expires. You can contact us at:

Email: support@aurabrandstore.com

2. How to Request a Return

Before sending any item back, please contact us at support@aurabrandstore.com and include the following information:

• Your full name
• Order number
• Email address used to place the order
• The item(s) you wish to return
• The reason for the return, if applicable

We will provide you with the appropriate return instructions and return address. Please do not send products to an address provided by a third party or to the address shown on the original shipping package unless we have specifically instructed you to do so.

3. Condition of Returned Items

Items returned because you have changed your mind should be returned promptly and in an appropriate condition.

You may handle the goods only to the extent necessary to establish their nature, characteristics and functionality, in a manner similar to what would reasonably be permitted in a physical store.

Where reasonably possible, clothing should be returned:

• Unused and unworn, except for reasonable inspection or fitting;
• In its original condition;
• With original tags and labels attached, where applicable;
• With the original packaging, where applicable; and
• Free from stains, damage, perfume, makeup, pet hair or other signs of use.

If an item has been handled beyond what is reasonably necessary to inspect or try the product, we may be entitled to make a deduction from the refund to reflect any reduction in the value of the goods, where permitted by law.

4. Return Shipping Costs

For a change-of-mind return made under the statutory cancellation right, the customer is generally responsible for the direct cost of returning the goods, unless we have agreed to bear those costs or applicable law requires otherwise.

We recommend using a tracked or insured delivery service when returning an item. We cannot be responsible for goods that are lost or damaged while being returned to us where the customer is responsible for arranging the return.

If the product is faulty, damaged on arrival, incorrectly supplied, or does not conform to the contract, please contact us before returning it. Where required by applicable law, we will cover the reasonable cost of returning defective or incorrectly supplied goods.

5. Faulty, Damaged or Incorrect Items

Your statutory rights are not affected by this policy.

Under applicable UK consumer law, goods should be of satisfactory quality, fit for purpose and as described. If you receive an item that is faulty, damaged, incorrect or otherwise does not conform to the contract, please contact us as soon as possible at support@aurabrandstore.com.

Please provide your order number and, where appropriate, clear photographs or videos showing the issue. This helps us assess the problem and arrange the appropriate remedy.

Depending on the circumstances and your statutory rights, the available remedy may include a repair, replacement, price reduction or refund.

Nothing in this policy limits or excludes any rights or remedies that you have under applicable consumer protection legislation.

6. Refunds

Once your cancellation has been validly exercised and the returned goods have been received, or you have provided evidence that the goods have been sent back, we will process your refund in accordance with applicable law.

Where applicable, refunds will be issued without undue delay and generally no later than 14 days after the relevant legal conditions for the refund have been met.

Refunds will normally be made using the same payment method used for the original transaction, unless you have expressly agreed to another method.

We will not charge a separate fee for processing a statutory refund.

7. Original Delivery Costs

Where you exercise your statutory right to cancel, we will reimburse the standard delivery charge you paid for the original delivery, where required by applicable law.

If you selected a more expensive delivery option than the least expensive standard delivery method we offered, we are not required to reimburse the additional cost of that upgraded delivery option.

8. Late or Missing Refunds

If you have been notified that your refund has been processed but you have not received it, please first check your bank account or payment provider.

If the refund is still not showing, please contact us at support@aurabrandstore.com and provide your order number and refund details.

9. Exchanges

We do not guarantee exchanges for a different size, colour or product. If you wish to purchase a different item, you may return the original item where eligible and place a new order.

Your statutory rights regarding faulty, damaged, incorrect or non-conforming goods remain unaffected.

10. Items Excluded or Subject to Restrictions

Certain goods may be excluded from the statutory cancellation right where an applicable legal exception applies.

For example, goods that are made to the customer's specifications or clearly personalised may be subject to different cancellation rules. Where a specific legal exception applies to an item, we will provide the relevant information before or at the time of purchase as required by law.

11. Statutory Consumer Rights

This Returns & Refund Policy does not affect your statutory rights under applicable UK consumer protection legislation, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, as applicable.

Nothing in this policy is intended to remove, restrict or replace any legal right or remedy that cannot lawfully be excluded or limited.

12. Contact Us

If you have any questions about returns, refunds or your consumer rights, please contact our customer support team:

Email: support@aurabrandstore.com

We aim to respond to customer enquiries as soon as reasonably possible.