Last Updated: July 2026
At Auri, customer satisfaction is important to us. Please read our Returns & Refunds Policy carefully before making a purchase.
1. Return Eligibility
Customers may request a return within 14 days of receiving their order.
To be eligible for a return:
- Items must be unused, unworn and in their original condition.
- Items should be returned in their original packaging where possible.
- Proof of purchase or your order number must be provided.
We reserve the right to refuse returns that do not meet these conditions.
2. Non-Returnable Items
For hygiene, safety and operational reasons, the following items cannot be returned unless they are faulty:
- Earrings or pierced jewellery
- Personal care items
- Gift cards
- Clearance or sale items
- Customised or personalised products
3. Change of Mind Returns
Customers are responsible for the cost of returning items for change-of-mind returns.
Free UK Shipping is non-refundable on change-of-mind returns. Where shipping charges have been paid for international orders, these charges are non-refundable unless required by applicable law.
We recommend using a tracked delivery service, as Auri cannot accept responsibility for returns that are lost or damaged during transit.
4. Faulty, Damaged or Incorrect Items
If your order arrives damaged, faulty or incorrect, please contact us as soon as reasonably possible after receiving your order.
Please include:
- Your order number
- A description of the issue
- Clear photographs where applicable
We will assess your claim before approving a refund, replacement or other appropriate resolution.
Items damaged through misuse, accidental damage, normal wear and tear, or failure to follow care instructions will not be considered faulty.
5. Refunds
Once your returned item has been received and inspected, we will notify you of the outcome.
Approved refunds will be issued to your original payment method wherever possible.
Please allow several business days for your bank or payment provider to process the refund after it has been issued.
We reserve the right to:
- Issue partial refunds where appropriate.
- Refuse refunds that do not comply with this policy.
- Deduct any loss in value resulting from handling beyond what is reasonably necessary to inspect the goods.
6. Order Cancellations
Orders may only be cancelled before processing or dispatch begins.
Once an order has entered processing or has been dispatched, cancellation may no longer be possible and the order will instead be covered by this Returns & Refunds Policy.
7. Refused or Failed Deliveries
If an order is refused by the customer or returned due to:
- Incorrect delivery address provided by the customer
- Failure to collect the parcel
- Failure to pay any applicable customs duties or import charges
Any shipping costs, return shipping fees, customs charges or carrier fees incurred may be deducted from any refund where permitted by law.
8. Delivery Delays
Delivery timeframes shown on our website are estimates only and are not guaranteed.
While we always aim to deliver within our estimated delivery times, delays caused by couriers, customs, weather conditions, suppliers or other circumstances beyond our reasonable control do not automatically entitle customers to a refund or chargeback.
9. Chargebacks
We kindly ask customers to contact Auri first so that we have the opportunity to resolve any issues before initiating a chargeback or payment dispute.
Fraudulent or abusive chargebacks may be contested using supporting evidence, including order records, correspondence, tracking information and proof of delivery where available.
10. International Orders
International customers are responsible for complying with all applicable import laws and regulations in their destination country.
Customs duties, import taxes and any other local charges are determined by the destination country and remain the responsibility of the customer where applicable.
11. Your Statutory Rights
Nothing in this Returns & Refunds Policy affects your statutory rights under applicable consumer protection laws.
12. Contact Us
If you have any questions about returns or refunds, please contact us before returning any items.
Email: auriclientservices@gmail.com
Alternatively, you can contact us via the Contact page on our website.
