We aim to delight with every product, and almost every time that happens! But we understand that sometimes you might change your mind or realise the product you ordered wasn't exactly what you were hoping for.
That's why we offer 30-Day Returns!
If you decide you want to return an item for any reason within 30 days after receipt of your order, please email us at support@aurorahomeluxury.co.uk with your order number and we will provide detailed instructions on how to process the return.
The customer are responsible for paying the return shipping costs of the item(s) in your order and any restocking fees (if applicable), which will be deducted from the refund amount.
Once your return item(s) have been received and inspected at our warehouse(s), we will send you an email notification and process your refund to your original payment method within 10 days (in most cases much quicker than that).
*Please note: In order to receive a refund for the item(s) ordered, the item(s) must arrive back to our distribution center in "Like New" condition and must contain all original packaging and accessories.
"Like New" means that the items you ordered must not show any visual signs of wear.
If items are returned with visual signs of wear, or have any issues due to use, they will not be accepted and no refund will be given.
If you decide you want to return your order, please email us at support@aurorahomeluxury.co.uk with your order number and we will assist you with everything else. We want to make this process as simple as possible for you.
Damages
If the product is damaged, you must make note of it immediately when signing for delivery and send photos to support@aurorahomeluxury.co.uk at the day of delivery.
We will cover shipping costs in case of defective, damaged, or incorrect merchandise.
Remember to keep all the original packaging for any items that need to be returned. All returns need to be authorised by our customer service department prior to being processed.
We will ensure you get the product you ordered in undamaged condition, as soon as possible. Items that become damaged after use are non-refundable unless specified under warranty.
Cancellations
Any order can be cancelled within 24 hours of payment.
After 24 hours, most orders can be cancelled before they have shipped, with some exceptions including custom, built-to-order and on demand products which cannot be cancelled or refunded after 24 hours.
If you would like to cancel an order, please email or call our customer service team immediately to avoid return shipping fees.
Cancellations received before shipment will receive a full refund.
Orders canceled after items have shipped will follow our 30-Day Return policy and will be subject to return shipping costs.
Other Return Policy Notes
- If a certain vendor or product does not support the return policy stated above, this will be noted in the product descriptions and/or in the product-specific return information.
- Aurora only sells to purchasers who intend to use the item(s) for the duration of its economic life. Orders purchased for the specific purpose of a "one time use or temporary use" are not eligible for return under any circumstances. This includes but is not limited to: orders intended for use in a trade show or a conference venue, orders that are purchased by promotional companies, and orders that are purchased by trade show facilitators.
For any return inquiries and product related questions, please reach out to us at support@aurorahomeluxury.co.uk or call us at 0330 221 4313.
Alternatively you can also use our contact form.
