Last Updated: May 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 must be returned in the original packaging where possible
- Proof of purchase/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 are non-returnable unless 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 return shipping costs for change-of-mind returns.
Original shipping costs are non-refundable unless required by law.
We strongly recommend using a tracked shipping service, as Auri is not responsible for returns lost or damaged in transit.
4. Faulty, Damaged or Incorrect Items
If an item arrives damaged, faulty, or incorrect, customers must contact us within 7 days of delivery with:
- Order number
- Description of the issue
- Clear photographs where applicable
We reserve the right to assess claims before approving a refund, replacement, or store credit.
Damage caused by misuse, normal wear and tear, accidental damage, or failure to follow care instructions will not be considered faulty.
5. Refunds
Once a return is received and inspected, we will notify you of the outcome.
Approved refunds will be issued to the original payment method where possible.
Please allow several business days for banks or payment providers to process refunds once 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 been processed or shipped, cancellation requests may not be possible and the order will instead fall under this Returns Policy.
7. Refused Deliveries & Failed Deliveries
If an order is refused by the customer or returned due to:
- Incorrect address details
- Failure to collect the parcel
- Failure to pay customs/import charges
Any original shipping costs, return shipping fees, customs charges, or carrier fees may be deducted from any refund.
8. Delivery Delays
Delivery dates are estimates only and are not guaranteed.
Auri is not responsible for delays caused by couriers, customs, weather conditions, supplier delays, or circumstances outside of our reasonable control.
Delivery delays alone do not automatically qualify for refunds or chargebacks.
9. Chargebacks
Customers agree to contact Auri first to attempt resolution before initiating chargebacks or payment disputes.
Fraudulent or abusive chargebacks may be contested with supporting evidence including tracking information, delivery confirmation, correspondence, and order records.
10. International Orders
International customers are responsible for complying with local import laws and regulations.
Auri is not responsible for customs delays, import taxes, duties, seized goods, or rejected shipments.
11. Contact Us
For any return or refund enquiries, please contact us via the contact information provided on our website before sending any items back.
