UK Aura Supplies – Returns & Refunds Policy

Last updated: 20/11/2025

At UK Aura Supplies, we want you to be completely satisfied with every purchase. If something isn’t right, we’re here to help. This Returns & Refunds Policy outlines your rights and how we handle returns, exchanges, and refunds in line with UK consumer law.

1. Your Right to Cancel (14-Day Cooling-Off Period)

If you are a consumer, you have the right to cancel your order within 14 days of receiving your goods without giving any reason.

To exercise this right, you must notify us in writing:
Email: info@ukaurasupplies.co.uk

Once you notify us, you then have 14 days to return the item(s).

2. Conditions for Returns

To qualify for a return, please ensure that:

• Items are unused, in their original packaging, and in a resaleable condition.

• All accessories, manuals, and components are included.

• You can provide proof of purchase.

We cannot accept returns for:

• Custom-made or personalised items

• Digital downloads once accessed

• Items that cannot be returned for hygiene reasons (unless unused and unopened)

• Goods damaged due to misuse or neglect

If any of these apply, we will notify you before issuing a refund.

3. Faulty or Damaged Items

If your item arrives faulty, damaged, or not as described, please contact us within 48 hours of receipt.

We may request photos or videos to help resolve the issue quickly.

Depending on the situation, we will offer:

• A replacement

• A repair (if applicable)

• A full refund

Under the Consumer Rights Act 2015, you are entitled to a refund for faulty goods within 30 days of receiving them.

4. How to Return Items

Before sending anything back, please contact our customer service team for return authorisation.

When returning items:

• Use secure packaging

• Include your order number and contact details inside the parcel

• Obtain proof of postage

5. Return Costs

• If the item is faulty, damaged, or incorrect, we will cover the return postage.

• If you are returning an item because you changed your mind, you are responsible for the return shipping cost.

6. Refund Processing Time

Once we receive your returned item(s), we will inspect them and notify you of the approval or rejection of your refund.

If approved, your refund will be issued to your original payment method within 5–7 working days.

Shipping fees are non-refundable unless the return is due to our error.

7. Exchanges

If you need to exchange an item, please contact us with your order number and details of the product you would like instead. Exchanges are subject to stock availability.

8. Contact Us

For any questions regarding returns or refunds, please get in touch:

Email: info@ukaurasupplies.co.uk

We’re always here to help.