Refund policy

Last Updated: June 2026

At AuraLoom Official, your satisfaction is important to us. If your purchase does not meet your expectations, we offer a transparent and fair return and refund process.

This Refund & Return Policy applies to orders delivered within the United Kingdom.

1. Returns Overview

We accept returns for both defective and non-defective products, subject to the conditions outlined below.

Policy Item Details
Country Coverage United Kingdom
Eligible Returns Defective and non-defective products (subject to conditions)
Return Window 30 days from delivery
Product Condition Unused, unwashed, and in original condition with packaging, tags, and accessories intact
Return Method By mail only
Return Label Provided free for defective/damaged/incorrect items (upon approval)
Restocking Fee No restocking fees
Refund Method Original payment method
Refund Processing Time Within 5–7 business days after approval

2. 30-Day Return Window

You may request a return within 30 days of delivery. Requests submitted after this period are not eligible for return or refund.

3. Return Eligibility

To qualify for a return, all conditions below must be met:

  • Item must be unused, unwashed, and in original condition
  • Original packaging, tags, and accessories must be included
  • Proof of purchase is required
  • Return request must be submitted within 30 days of delivery
  • Return must be approved by our support team before shipping

4. Non-Returnable Items

We cannot accept returns for:

  • Items marked as non-returnable on product pages (for hygiene or safety reasons)
  • Items that show signs of use, wear, washing, or damage caused by the customer
  • Items returned without original packaging or missing parts
  • Unauthorized returns sent without approval

5. Return Shipping Costs

Return shipping responsibility depends on the reason for return:

Reason for Return Shipping Responsibility Outcome
Change of Mind / Size / Preference Customer is responsible for return shipping costs Refund issued after inspection and approval
Defective, Damaged, or Incorrect Item AuraLoom Official provides a prepaid return label or covers reasonable return shipping costs Refund or replacement after inspection

If you arrange your own return shipping, we strongly recommend using a tracked shipping service, as we are not responsible for lost return shipments.

6. How to Initiate a Return

  1. Contact Us: Email support@auraloomofficial.com with your order number, reason for return, and photos (if applicable).
  2. Approval: Our team will review your request and issue return authorization if eligible.
  3. Return Instructions: Once approved, you will receive full return instructions.
  4. Ship Item: Send the item securely using the provided instructions.

7. Return Address & Return Authorization

To help ensure your return is processed correctly, please do not send any item back without first obtaining return authorization from our customer support team.

Returns sent without prior approval may be delayed, refused, or returned to the sender.

How Return Instructions Work

  1. Contact us at support@auraloomofficial.com with your order number and the reason for your return.
  2. Our team will review your request to confirm that it meets our return eligibility requirements.
  3. If your return is approved, we will provide:
    • A Return Authorization (if applicable)
    • The correct return address
    • Any additional return instructions
    • A prepaid return label for approved defective, damaged, or incorrect items (where applicable)

Please do not send returns to our registered business address unless you have been specifically instructed to do so. The appropriate return location will be provided once your return request has been approved.

Using the approved return address and following the provided instructions helps ensure your return is received and processed without unnecessary delays.

8. Exchanges

Exchanges are available only for defective, damaged, or incorrect items.

  • Please contact us within 14 days of delivery if you receive a defective, damaged, or incorrect item.
  • Exchanges are subject to stock availability.
  • For size, colour, or preference changes, customers should return the original item under the 30-day return policy and place a new order.
  • Items must meet the applicable return conditions described above.

9. Cancellations

Orders may be cancelled within 2 hours of purchase by contacting support@auraloomofficial.com. After this period, an order may already have entered processing and may no longer be cancellable. Eligible items may still be returned after delivery in accordance with this policy.

10. Contact Information

Customer Service Hours:

  • Monday – Friday: 9:00 AM – 9:00 PM
  • Saturday & Sunday: Closed

Time Zone: GMT / BST (United Kingdom Local Time)

🕒 Response Time: Routine inquiries answered within 24 hours; data rights requests processed within 30 days.