Refund policy
Refund Policy
At AURA Jewellery, we want you to love your order. If for any reason you are not fully satisfied, we offer a 30-day return policy from the date your order is delivered.
Returns
To be eligible for a return, your item must be:
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unworn and unused
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in its original condition and packaging
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accompanied by proof of purchase
To request a return, please contact us at:
Our support team will provide you with the appropriate return instructions and return address if your request is approved.
Please note:
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returns sent without prior approval will not be accepted
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customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect
Damaged, Defective or Incorrect Items
Please inspect your order upon arrival.
If your item arrives damaged, defective, or incorrect, please contact us within 48 hours of delivery at hello@aura-jewellery.co with photos of the issue so we can review and resolve it as quickly as possible.
Non-Returnable & Personalized Items
Certain items cannot be returned or refunded, including:
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personalized or custom-made jewellery
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gift cards
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sale or clearance items
Due to the made-to-order nature of personalized jewellery, all customized items are final sale and cannot be returned, exchanged, or refunded once production has started.
This includes items with:
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custom names
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initials
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letters
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engravings
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personalized sizing
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custom color or design selections
However, if your personalized item arrives damaged, defective, or incorrect, please contact us and we will gladly review the issue and provide an appropriate solution.
Exchanges
We do not currently offer direct exchanges.
If you would like a different item, we recommend placing a new order separately.
European Union 14-Day Cooling Off Period
If your order is shipped to a country within the European Union, you have the right to cancel or return your order within 14 days of receiving it, for any reason and without justification.
However, this right does not apply to personalized or custom-made products, as these items are created according to the customer’s specifications and are exempt under applicable consumer protection laws.
Returned items must still meet our return eligibility conditions outlined above.
Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, your refund will be issued to your original payment method within 10 business days. Please note that your bank or payment provider may require additional processing time.
If more than 15 business days have passed since your refund was approved and you have not received it, please contact us at: