Refunds & Returns Policy

Refunds & Returns Policy

Effective Date: 2nd September 2025
Website: aurayae.com
Business Name: Aurayae
Products: Health and Wellness products
Email: info@aurayae.com
Address: 77 Whitchurch Road, Romford, RM3 9EU, United Kingdom

We want you to feel confident shopping with Aurayae. This Refunds & Returns Policy explains how you can return products, request refunds, and what conditions apply.

1. Your Right to Cancel (UK & EU Customers)

Under the UK Consumer Contracts Regulations, you have the right to cancel your order within 14 days of receiving your items. You do not need to give a reason.

  • You must notify us by email at info@aurayae.com within 14 days of delivery.
  • You then have a further 14 days to return the product(s) to us.
  • Once we receive the return, we will process your refund within 14 days.

2. Conditions for Returns

To be eligible for a return, products must be:

  • Unused, unopened, and in their original packaging.
  • In the same condition as received.
  • Accompanied by proof of purchase (order number or confirmation email).

Please note: For hygiene and safety reasons, we cannot accept returns of opened or used health and wellness products.

3. How to Initiate a Return

  1. Contact us at info@aurayae.com with your order number, product details, and reason for return.
  2. We will provide you with the return address and instructions.
  3. Pack the product securely to avoid damage during transit.
  4. Ship the item back using a tracked delivery service (recommended).

4. Return Costs

  • Customers are responsible for return shipping costs, unless the item is faulty or we sent the wrong product.
  • If your item is faulty, damaged, or incorrect, we will cover the cost of return shipping or offer a replacement at no extra charge.

5. Refunds

  • Refunds are issued to the original payment method only.
  • Please allow up to 14 days after we receive your return for the refund to appear in your account.
  • Shipping fees paid at checkout are non-refundable, except where the return is due to our error (faulty or incorrect item).

6. Exchanges

At this time, we do not offer direct product exchanges. If you would like a different product, please return your original order for a refund and place a new order through our website.

7. Non-Returnable Items

  • Opened or used health and wellness products.
  • Gift cards or downloadable digital products (if applicable).
  • Items returned beyond the 14-day period.

8. Faulty or Damaged Products

If your order arrives damaged, defective, or incorrect, please contact us within 7 days of delivery at info@aurayae.com with:

  • Your order number,
  • A description of the issue, and
  • Photos (if applicable).

We will arrange a replacement or full refund as quickly as possible.

9. Contact Us

If you have questions about this policy or need assistance with a return, please contact our customer support team:

Aurayae
77 Whitchurch Road, Romford, RM3 9EU, United Kingdom
Email: info@aurayae.com