Returns & Refunds Policy

Last updated: 4 September 2026

We want you to be satisfied with your Air Aura purchase. This policy explains how cancellations, returns and refunds are handled.

Nothing in this policy limits or excludes any mandatory consumer rights available under the laws applicable to you.

14-Day Right to Cancel

For most products purchased online, customers in the United Kingdom and European Union have the right to cancel their purchase within 14 days after receiving the goods, without having to provide a reason.

To exercise this right, you must notify us within the applicable 14-day cancellation period.

Contact:

Email: helpeaura@airauraofficial.com
WhatsApp: xxxx

After notifying us of your cancellation, you must return the goods within 14 days, where required under applicable law.

Return Conditions

Where you are exercising your statutory right to cancel, you may inspect the product as reasonably necessary to determine its nature, characteristics and functioning.

Please return products with all accessories, components and, where reasonably possible, their original packaging.

If the product has been handled beyond what would reasonably be permitted when examining it in a physical shop and its value has been reduced, we may make a deduction from the refund where permitted by applicable law.

Return Shipping Costs

For returns made simply because you changed your mind, the customer is responsible for the direct cost of returning the goods, unless Air Aura expressly states otherwise.

This does not apply where:

the product is faulty;
the wrong product was supplied;
the product was materially different from its description; or
applicable law requires Air Aura to bear the return cost.

For eligible defective or incorrect items, we will provide an appropriate solution in accordance with applicable consumer law.

Faulty or Incorrect Products

If you receive an item that is defective, damaged, incorrect or not as described, please contact us at:

helpeaura@airauraofficial.com

Where possible, include your order number and photographs or videos showing the issue.

Photographs can help us investigate the issue more quickly but will not be used to unlawfully restrict your statutory consumer rights.

Depending on the circumstances and applicable law, the available remedy may include:

repair;
replacement;
price reduction; or
refund.

Refunds

Once a return has been received, or once sufficient evidence of return has been provided where applicable, we will inspect and process it.

Eligible refunds will normally be issued to the original payment method.

Where required by law, refunds will be issued within the applicable statutory deadline.

For statutory cancellations, this may include the original standard delivery charge.

If you selected a delivery method that was more expensive than our standard delivery option, we are not required to refund the additional premium delivery cost where applicable law permits.

No administrative or restocking fee will be charged for exercising a statutory right of withdrawal.

Promotional Gifts

If a free promotional gift was supplied specifically as part of a purchase promotion and the entire qualifying purchase is cancelled, the promotional item should also be returned.

If a promotional item is not returned, any adjustment to the refund will only be made where permitted by applicable law and the terms of the promotion.

Exchanges

We do not guarantee direct exchanges.

Where an exchange is not available, you may be asked to return the eligible product and place a new order.

This does not affect your statutory rights regarding faulty goods.

Exceptions

Certain products may be excluded from the statutory right to cancel where permitted by law, including, for example, certain personalised products or sealed goods that are not suitable for return for health or hygiene reasons once unsealed.

Any relevant exception will be clearly communicated where applicable.