Refund & Returns Policy

At By Aurora UK, we want you to be completely happy with your purchase. If something isn't right, we're here to help.

Under the Consumer Contracts Regulations 2013, you have 14 days from receiving your goods to change your mind for any reason.

To cancel within this period:

1. Email us at hello@byaurorauk.com stating you wish to cancel
2. Return the goods unused, in their original packaging
3. You have 14 days from notifying us to return the goods
4. You are responsible for return postage costs

The following items cannot be returned under the cooling off period:

• Wax that has been melted or used
• Sealed fragrance oils or essential oils that have been opened
• Custom-made or personalised items
• Goods that deteriorate quickly or have a short shelf life

Under the Consumer Rights Act 2015, you are entitled to a refund, repair, or replacement if goods are:

• Faulty or damaged when received
• Not as described
• Not fit for purpose
• Not of satisfactory quality

Within 30 days:

You are entitled to a full refund for faulty goods. Simply email us with photos of the fault, and we will arrange a refund or replacement.

31 days to 6 months:

We will offer a repair or replacement. If this is not possible, you are entitled to a full refund.

After 6 months:

You may still be entitled to a repair, replacement, or partial refund, but you will need to prove the fault was present at the time of purchase.

1. Contact us first: Email hello@byaurorauk.com with your order number and reason for return
2. Pack securely: Use appropriate packaging to prevent damage in transit. Wax is heavy - please pack accordingly
3. Get proof of postage: We recommend using a tracked service as we cannot be responsible for items lost in transit
4. Send to: By Aurora UK, Asquith Avenue, Leeds, LS27 9QX

• Changed your mind: You pay return postage
• Faulty or incorrect item: We will refund reasonable return postage costs or arrange collection

• Refunds are processed within 14 days of receiving the returned goods
• Refunds are made to the original payment method
• Bank processing times may mean it takes 3-5 working days for the refund to appear in your account

If your order arrives damaged:

1. Take photos of the damage (including packaging)
2. Email us within 48 hours at hello@byaurorauk.com
3. We will arrange a replacement or refund