Returns & Refund Information
If you are not happy with your purchase and would like to return an item to us please contact a member of our Customer Care team immediately to discuss your options.
All products must be returned to us:
- Within 14 working days
- In pristine "as new" condition
- Unopened, Unused and Uninstalled
- In its original undamaged packaging
- Complete with any free gifts or accessories provided
We are happy to refund the cost of your order provided you notify us and the goods are returned in a re-saleable condition as specified in our Returns Conditions. Please note that we will thoroughly examine all goods returned to us, and reserve the right to refuse a refund or deduct up to 30% of the original selling price, if the goods are not returned in a re-saleable condition.
Any refunds due to erroneous, damaged or faulty goods will include all applicable delivery charges. This does not cover faults caused by accident, neglect or misuse. Unless otherwise stated we will also arrange and pay for the cost of collecting goods which we have agreed to replace or refund. Please note that normal processing times apply for all replacement orders. This does not affect your legal rights, including your right to claim a refund, replacement or repair where the goods are faulty or not as described.
For more information or to discuss further please do not hesitate to contact a member of our Customer Care team.
If you have changed your mind or no longer require the goods you ordered, you must return the goods together with the invoice to our Returns Department within 14 days of delivery. Provided the returned goods meet our Returns Conditions we will refund the full price of all items we receive. In all cases you must notify us of your intention to return your order beforehand so we can anticipate delivery. For your own protection, we strongly advise that items are returned via a secure method of delivery that requires signature upon receipt, as we cannot assume responsibility for non-delivery of returned goods.
- – Wrong, Damaged or Faulty Goods
At Auravita we wrap and pack all orders with extra care to ensure the correct goods arrive in pristine condition, however on rare occasions some packages are susceptible to damage in transit. If the goods you have received are wrong, damaged or faulty please contact a member of our Customer Care team immediately to discuss a replacement or refund. Depending on the size of the package we will either send you a free returns envelope or arrange a free collection. Please note that we will inspect all returned goods to confirm the fault.
If the goods you received are not what you expected please contact a member of our Customer Care team immediately to discuss further. Please do not open, use or tamper with the manufacturers original packaging unless you are completely satisfied and choose to keep the dispatched goods. Should you decide to return the goods to us our Returns Conditions apply.
- – Non-Returnable & Non-Refundable Goods
We are unable to accept returns or offer refunds on personalised, made-to order (engraved), special order or perishable goods unless they are faulty or not as described.
For reasons of hygiene and safety, we also cannot refund or exchange the following products unless they are faulty or not as described: all bedding, personal grooming products, jewellery, toilet seats and accessories, some mobility aids and accessories and personal hygiene products. This does not affect your statutory rights.
- – Returns Department Address
Please pack goods safely and return to:
140 Cricklewood Lane