Returns & Refunds
1. Introduction
1.1. At AURRA London, customer satisfaction is our top priority. We take pride in the quality of our fragrances and want you to be fully satisfied with your purchase.
1.2. This Returns & Refunds Policy explains your rights and our process when returning, cancelling, or seeking a refund for your order.
2. Order Cancellation
2.1. Under the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, you have the legal right to cancel your online order within 14 days of receiving your goods, provided they are unopened and unused.
2.2. If you decide to cancel after the order has been dispatched, you must return the products to us at your own cost and risk, unless the return is due to our error.
2.3. To cancel, please notify us by emailing hello@aurralondon.com within 14 days of delivery, quoting your order number.
2.4. Products must be returned unused, unopened, and in their original packaging. We recommend using a trackable shipping method.
3. Excluded Items
3.1. For hygiene and safety reasons, we cannot accept returns of perfumes that have been opened, used, or tampered with, unless they are faulty.
4. Damaged, Faulty or Incorrect Items
4.1. If any product you purchase is damaged, faulty, or incorrect, please contact us at hello@aurralondon.com within 48 hours of delivery, quoting your order number.
4.2. You may be required to provide photo evidence. Once approved, we will provide instructions for return.
4.3. If the product is confirmed as faulty, damaged, or incorrect, we will offer you a replacement or refund and cover the cost of return postage.
5. Returns Process
5.1. To initiate a return, please email us at hello@aurralondon.com with your order details and reason for return.
5.2. Once approved, you will receive return instructions and the return address.
5.3. Items must be securely packaged to prevent damage in transit. We are not responsible for goods lost or damaged during return shipping.
6. Refunds
6.1. Refunds will be issued to the original payment method only.
6.2. Refunds will be processed within 14 days of receipt and inspection of the returned items.
6.3. Refund amounts may be reduced if items are not returned in their original condition or show signs of unnecessary handling.
6.4. Refunds for products purchased as gifts can only be issued to the original purchaser’s payment method.
6.5. Once processed, refunds usually appear in your account within 3–5 working days, though times may vary depending on your bank or payment provider.
7. Delivery Charges and Free Shipping Threshold
7.1. If your order qualified for free delivery, but returning items reduces the total value below the free delivery threshold, the original delivery fee will be deducted from your refund.
7.2. If you are returning items because they are faulty, damaged, or incorrect, we will cover return postage. If you are returning items for any other reason (e.g. change of mind), you are responsible for the return postage costs.
8. Contact Us
8.1. If you have any questions about this Returns & Refunds Policy, please contact us:
Email: hello@aurralondon.com
Telephone: 0330 043 4170
Address: Safetech House, 1 Springfield Road, Hayes, England, UB4 0TH