Returns & Refunds

Returns & Refunds

At Auroma, we are committed to ensuring that you are completely satisfied with your purchase. If for any reason you are not happy with your order, our Returns & Refunds Policy outlines the steps you need to take to return a product, request a refund or arrange an exchange.

 

 

Eligibility for Returns

  • Return Period: You may return products purchased from Auroma within 90 days from the date of delivery. Returns initiated after this period will not be accepted.

  • Condition of Products: We assume customers will prime the bottle pump and spray-test before returning, however we do not accept bottles that have been used beyond this or are clearly used for a period of time. To be eligible for a return, the product must be in its original packaging.

  • Products purchased as part of a bundle must be returned as a set for a refund; otherwise only an exchange is offered.

  • Exchanges: Exchanges are subject to product availability and may only be offered once per order.

  • Free Items: Any free items received in a promotion cannot be returned for a refund or exchange. If a free item was included in your original order and you choose to return part or all of the order such that you drop below the threshold to be eligible for the free item, you will need to return the free item as well. If the free item is not returned, its full retail value will be deducted from your refund. The free item must be returned unused.

  • Shipping: We do not cover the cost for return shipping — see details below for the new fees for returns and exchanges.

  • Please note: Your statutory rights are not affected by any of the above.

 

 

How to Initiate a Return or Exchange

  1. Contact Us: To start the process, please visit https://myauroma.co.uk/a/service/returns? . Provide your order number and details of the product you wish to return or exchange.

  2. Return Authorisation & Instructions: Our team will provide you with a Return Authorisation Number (RAN) and full instructions on how to return the product. Please ensure you follow our instructions carefully to avoid any issues with your return or exchange.

  3. Packaging & Shipping:

    • Securely pack the product in its original packaging along with any included items.

    • Clearly mark the Return Authorisation Number on the package.

    • The customer is responsible for arranging and paying for the courier shipment back to us (unless the return is due to our error or a defective item).

    • For returns, once your package is shipped, keep your courier receipt and tracking details.

    • For exchanges, ship the original item first using your chosen courier and pay the postage; we will then ship out the replacement once the original is received and processed.

 

 

Fees & Refund/Exchange Process

Returns (Refunds)

  • A return will incur a charge of £5.95. This will be deducted from your total refund.

  • You are responsible for returning the item to us using a courier of your choice.

  • Once the return has been received and inspected, we will process your refund to the original payment method. Please allow approximately 7-10 business days for the refund to appear.

  • If the item is found to be ineligible (for example, used beyond acceptable level or outside the 90-day period), we may refuse the refund or deduct value accordingly.

Exchanges

  • Exchanges will incur a flat charge of £10.95. This must be paid before we process your exchange - you will receive an email once we have confirmed the exchange which you can use to pay the £10.95 charge

  • You must return the original item to us using a courier of your choice (you pay the shipping cost).

  • Once we receive and inspect the item, we will ship the replacement item (subject to availability).

  • If you request an exchange and the replacement item is higher or lower value than the original, we will provide details of any additional payment or refund due after the exchange fee and shipping have been accounted for.

 

 

Defective or Incorrect Items

If you receive a defective or incorrect item, please contact us within 7 days of receipt with photos and a description of the issue. In these cases:

  • We will cover the cost of return shipping.

  • We will arrange either a replacement or a full refund, depending on your preference and product availability.

 

Exceptions & Additional Notes

  • If a product is returned damaged due to inadequate packaging or handling (not due to defect), we may not issue a full refund.

  • Products purchased as part of a promotional offer (e.g., Buy 2 Get 1, discounted bundles) may be subject to different return terms. Full details will be provided at time of purchase and on the relevant promotional landing page.

  • Please retain proof of returning your parcel (courier receipt and tracking information) as we cannot accept responsibility for returns lost in transit when the cost is covered by you.

  • Where refund or exchange processing is subject to our inspection, we reserve the right to refuse or reduce the refund/exchange if criteria are not met.

 

Contact & Support

For any questions, concerns or further assistance regarding our Returns & Refunds Policy, please reach out to our Customer Service team at:

https://myauroma.co.uk/pages/contact

Thank you for choosing Auroma. We appreciate your understanding and cooperation with our returns, exchanges and refund process. Your satisfaction remains our priority.