Refund policy

Last updated: 20 October 2026

We want you to love what you order. If something isn't right, here's how we'll put it right. Nothing in this policy affects your legal rights.

Changed your mind?

You can cancel your order for any reason within 14 days of the day you receive it. Email us at support@aurande.com or use our contact page with your order number. You don't need to give a reason.

Once you've told us, please send the item back within 14 days. We'll email you the return address. You pay the cost of sending it back, and we recommend a tracked service so you have proof of postage.

We'll refund the price of the item within 14 days of receiving it back, or of you showing us proof that you've posted it, whichever comes first. If you return your whole order, we'll also refund the standard delivery charge you paid. Refunds go back to your original payment method.

You're welcome to handle items as you would in a shop, but please keep them unused and in their original packaging where possible. If an item has been used or handled more than necessary to check it, we may reduce the refund to reflect the drop in its value.

Cancelling before dispatch

If your order hasn't been sent yet, contact us and we'll cancel it and refund you in full.

Damaged, faulty or wrong items

If something arrives damaged or faulty, or isn't what you ordered, email us with your order number and a photo. Within 30 days of delivery you can choose a full refund (including delivery) or a replacement. After 30 days, we'll repair, replace or refund it in line with the Consumer Rights Act 2015. If we need the item back, we'll pay for the return.

Orders that haven't arrived

If your tracking hasn't updated for 7 days, or your UK order hasn't arrived within 20 working days, contact us. We'll look into it with the carrier and, if it's lost, send a replacement or refund you in full.

Contact

Email support@aurande.com or use our contact page. We reply within 2 working days.