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 and Refunds Policy outlines the steps you need to take to return a product and request a refund.

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 will spray test before returning, however we do not accept bottles that have been used more than this or outside our 90-day policy and they will be returned to you. To be eligible for a return, the product must be in its original packaging. We cannot accept returns of products that have been clearly used for a period of time.

Please note that products bought as part of a bundle set must be returned as a set for a refund otherwise we can only offer an exchange.

  • Exchanges: For exchanges, we can only offer this 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 within your original order and you choose to return part or all of the order, taking it below the threshold to be eligible for the free item, you will need to return the free item with the other items being returned. If the free item is not returned, the full retail value of the item will be deducted from your refund. The free item must be returned unused. 
  • Shipping: We do not cover the cost for return shipping.
  • Please contact our Customer Services Team at contact@myauroma.co.uk for further details. Your statutory rights are not affected by any of the above.

How to Initiate a Return

  • Contact Us: To start the return process, please contact our customer service on our contact page here. Provide your order number and details about the product you wish to return.
  • Return Authorisation: Our team will provide you with a Return Authorisation Number (RAN) and instructions on how to return the product. Please ensure that you follow these instructions carefully to avoid any issues with your return.
  • Packaging: Pack the product securely in its original packaging, including any other items that came with it. Make sure the Return Authorisation Number is clearly visible on the package.
  • Shipping: Ship the product to the address provided by our customer service team. You are responsible for the cost of return shipping unless the return is due to an error on our part or a defective product.
  • Where is my exchange/refund: Please check on your return tracking receipt that we have received this and send us a copy of your receipt. Returns are generally processed within a week of receipt. We are not responsible for returns lost by your courier during return transit.
  • Sale items: When getting products discounted in sales such as buy 2 get 1 free or buy one get one fifty percent off, all goods must be returned to get a full refund. If you choose to return one and keep one for example, the refund price will be prorated back to the original sales price. 

Processing Returns

  • Inspection: Upon receiving the returned product, we will inspect it to ensure it meets the eligibility criteria. If the product is found to be ineligible for a return, we will notify you, and the product will be sent back to you at your expense.
  • Refunds: Once the return is approved, we will process your refund. Refunds will be issued to the original payment method used for the purchase. Please allow [Insert period, e.g., 7-10 business days] for the refund to appear on your account.
  • Exchanges: If you would like to exchange a product for a different item, please contact our customer service team to arrange the exchange. Exchanges are subject to product availability and our terms and conditions (eligibility for return)

Defective or Incorrect Items

  • Report Issues: If you receive a defective or incorrect item, please contact us within 7 days of receiving the product. Provide details about the issue and include photos if possible.
  • Return Shipping: For defective or incorrect items, we will cover the cost of return shipping. We will arrange for a replacement or issue a full refund, depending on your preference and product availability.

Refund Exceptions

  • Damaged Products: If a product is returned damaged due to inadequate packaging or other reasons not related to a defect, we may not be able to issue a full refund.
  • Promotional Items: Products purchased with a promotional offer may be subject to different return terms. Please refer to the specific terms associated with the promotion.

Contact Us

For any questions or concerns regarding our Returns and Refunds Policy, please contact our customer service team at: contact@myauroma.co.uk

Thank you for shopping with Auroma. We are here to ensure that your experience with our products is satisfying, and we appreciate your understanding and cooperation with our returns and refunds process.