Refund policy

🏷 Exchange and Refund Policy

 

This policy follows the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which protect all consumers in the United Kingdom.

 It applies to all purchases made on our website for delivery within the United Kingdom.

1. Right of Withdrawal

 

You have the right to cancel your purchase within 14 days of receiving the product, without having to justify the reason.

Exceptions: this right does not apply to:

  • Personalised or custom-made products.
  • Items for intimate use or that have been opened and cannot be resold for hygiene reasons.
  • Sealed goods that have been opened after delivery.

2. Conditions for Returns

 

The product must be:

  • In perfect condition, unused, undamaged and in its original packaging.
  • With all labels and accessories received.

It is the customer's responsibility to ensure that the item is securely packaged to prevent damage during transport.

Shipping costs:

  • If the return is due to a change of mind, the customer bears the shipping cost.
  • If it is due to our error or a defective product, we cover the costs (providing a return label or refunding the shipping).

 

3. Refund

  • The refund is made using the same payment method used for the purchase.
  • It includes the amount paid for the product and the original standard shipping (when applicable).
  • We do not refund additional express delivery costs, unless the product was delivered defective or incorrect.
  • The refund will be processed within 14 days of receipt and inspection of the returned item.

 

4. Faulty or Incorrect Product

If the product you receive is faulty, damaged or different from what you ordered, please contact us within 30 days of delivery.

You are entitled to:

  • A full refund, or
  • A replacement at no additional cost.

After 30 days, we may offer repair or replacement in accordance with UK consumer law.

For complaints, please send photos and a description of the defect to 

 

5. How to Return

 

1. Send an email to  with:

  • Order number,
  • Full name,
  • Reason for return (change of mind, fault, incorrect item, etc.).

Our Email:  support@auroship.com

 

2. Wait for confirmation and return instructions.

  •  Do not send items without prior approval.