Aura & TouchReturns & Refunds
Can you return an order? You may return any item ordered from Aura & Touch within 30 days of arrival, for whatever reason. On this page, we explain the return conditions, the practical steps, who covers postage, and when your funds return.
- Return window
- 30 days from delivery
- Return shipping
- Shipping is covered by our store for damaged or mismatched pieces, and covered by you if you simply change your mind.
- Refund time
- Between 3 and 10 business days after the parcel arrives back with us.
- Refund method
- The exact payment method you chose for the original purchase.
1. Conditions
Returns are accepted within 30 days from the date of confirmed delivery. Returned items must remain in brand-new, unused condition, housed in their original intact packaging with all biological protection seals, security stickers, safety wraps, and accessories completely untampered and undamaged.
2. Returning an item
- Submit Return Request: Email customer care at [email protected] with your order identifier and rationale for the return.
- Receive Authorization: Obtain an official Return Merchandise Authorization (RMA) reference code together with the designated return postal address.
- Secure Repackaging: Enclose the unused product securely within sturdy packaging with all original factory seals intact to avoid transit damage.
- Inspection and Reimbursement: Allow our compliance warehouse to review the package integrity, after which your refund is issued via direct bank transfer within 3 to 10 business days.
3. Who pays return shipping
Who pays for return shipping? If an item arrives damaged, defective, or incorrect, we cover every penny by sending a prepaid voucher or booking a courier. If you simply decided not to keep it, you cover the return parcel fee, and we take nothing else from your refund.
4. Refund timing and method
When do you see your money again? We release the payment within 3 business days once the returned item passes inspection. For cash on delivery, we send the money to your designated bank account; for wire payments, it returns to the account of origin. Banks typically take 1 to 5 business days to clear the balance.
5. What to expect in different situations
| Situation | What we do | Cost to you |
|---|---|---|
| Damaged in transit | Replacement or full refund | None |
| Wrong item delivered | We deliver the right item and pick up the incorrect one. | None |
| Parcel lost | We dispatch a fresh parcel or issue a full refund once the carrier inquiry concludes. | None |
| Faulty on arrival | Replacement or full refund | None |
| Changed your mind | A complete refund of the amount paid for the item. | Return shipping only |
6. Exchanges
Need a different size or alternative design? Send back your current item using our standard return procedure and order the new one online; we issue your refund as soon as the initial parcel reaches us. If the change happened because of an error on our part, we ship the replacement without any delivery charge.
7. Cancelling an order
Can an order be cancelled before it leaves? You may cancel at zero cost as long as the parcel has not left our premises. Simply email [email protected] with your order reference. If the courier has already taken it, our standard return guidelines take over.
8. Questions about this policy
Reach out by email to [email protected] or ring +44 117 841 1647 between Mon-Fri 09:30-17:45. We address each message within one business day.
- Merchant
- Aura & Touch Wellness Ltd.
- Registered address
- 40 Berkeley Square, Clifton, Bristol, BS8 1HP, United Kingdom
- [email protected]
- Phone
- +44 117 841 1647
- Working hours
- Mon-Fri 09:30-17:45
- Registration
- Company No. 15233639