Refund policy

Return & Refund Policy

Last updated: March 2026

At Aura Gent, we want you to be completely satisfied with your purchase. This Return & Refund Policy has been created in accordance with the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013, which give you important rights when shopping online in the United Kingdom.

1. Your Right to Cancel (14-Day Cooling-Off Period)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving your item(s), without giving any reason. This is known as your "cooling-off period."

To exercise your right to cancel, you must inform us of your decision by emailing us at hello@auragent.co.uk before the 14-day period expires. Please include your order number and full name in your message.

Once you have notified us of your cancellation, you have a further 14 days to return the item(s) to us.

2. Return Eligibility

To be eligible for a return, your item must meet the following conditions:

The item must be unused, unworn, and in the same condition that you received it
The item must be in its original packaging with all tags attached
You must have proof of purchase (order confirmation email)
The return must be initiated within 14 days of receiving the item

The following items are not eligible for return:

Items that have been worn, washed, or altered
Items without original packaging or tags
Personalised or custom-made items
Items that have been damaged due to misuse

3. How to Initiate a Return

To start a return, please follow these steps:

Email us at hello@auragent.co.uk with the subject line "Return Request – Order #[your order number]"
Include your full name, order number, and the reason for your return
Our team will respond within 2 business days with return instructions
Pack the item securely and send it to the address provided by our team

Please do not send items back without contacting us first. We are unable to process unsolicited returns.

4. Return Shipping Costs

If you are returning an item due to a change of mind (within the 14-day cooling-off period), the cost of return shipping is your responsibility.

If the item is faulty, damaged, or incorrect, we will cover the full cost of return shipping and arrange a prepaid return label for you.

We strongly recommend using a tracked shipping service for your return. Aura Gent cannot be held responsible for items lost in transit during the return process.

5. Refunds

Once we receive and inspect your return, we will notify you by email within 5 business days. If your return is approved, your refund will be processed as follows:

Refunds will be issued to your original payment method (credit/debit card or PayPal)
Please allow up to 10 business days for the refund to appear in your account, depending on your bank or payment provider
Original shipping costs are non-refundable unless the item was faulty or incorrect

Under the Consumer Contracts Regulations 2013, if you cancel within the 14-day cooling-off period, we are required to refund the basic delivery cost of getting the goods to you (the least expensive delivery option available), even if you chose a more expensive option.

6. Faulty, Damaged or Incorrect Items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose, and as described. If your item arrives faulty, damaged, or is not as described, you have the right to:

A full refund within 30 days of purchase
A repair or replacement after 30 days (if a repair or replacement is not possible or fails, you are entitled to a price reduction or full refund)

Please contact us at hello@auragent.co.uk within 30 days of receiving your order and include photos or videos of the damage or fault. We will resolve the issue promptly at no cost to you.

7. Exchanges

We currently do not offer direct exchanges. If you wish to exchange an item for a different size or colour, please return the original item for a refund and place a new order for the desired item.

8. Late or Missing Refunds

If you have not received your refund within 10 business days of our approval email, please:

Check your bank account again
Contact your bank or card issuer, as processing times may vary
If you have done the above and still have not received your refund, contact us at hello@auragent.co.uk