Refund policy

We have a faulty item refund policy, which means you have 14 days after receiving your item to request a return and refund due to faulty items.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at customerservice@auura925.com. If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at customerservice@auura925.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Non-returnable items
Certain types of items cannot be returned such as custom products (such as special orders or personalized items), and personal care goods for hygiene purposes (such as sleep masks or hair accessories). Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items.

Exchanges
We welcome exchanges, The fastest way to ensure you get what you want is to return the item you have purchased (we do not cover the postage), and once the return is inspected and accepted (please see return policy for conditions), we will happily give you a store credit which you can make a separate purchase for the new desired item.

Refunds 
We will notify you once we’ve received and inspected your faulty item and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.