Refund policy
Aura Nutrition – Returns and Refunds Policy
Important Consumer Notice
Our products are food supplements. If you purchase from us online, you generally have the right to cancel your order within 14 days of receiving the goods, provided the items remain sealed, unopened, unused, and in their original packaging.
Opened or unsealed supplements cannot be returned for hygiene, health protection, and product integrity reasons unless the goods are faulty, damaged, or not as described.
Your statutory rights under applicable UK consumer law are not affected.
Returns and Refunds
This policy applies to consumer purchases made through the Aura Nutrition website for delivery within the United Kingdom.
Who This Policy Applies To
This policy applies to consumer customers purchasing through our website. Business-to-business sales may be subject to separate contractual arrangements.
Damaged, Faulty, Incorrect or Compromised Goods
Please inspect your order as soon as it arrives.
If goods are damaged, faulty, incorrect, not as described, or delivered with broken or compromised packaging, please contact us promptly at:
Email: info@auranutrition.com
Please include:
- Your order number
- A short description of the issue
- Clear photographs where possible
Where the issue is verified, we will provide an appropriate remedy in accordance with your statutory rights. Depending on the circumstances, this may include:
- Replacement
- Refund
- Price reduction
We will cover reasonable return postage costs for verified faults, damage, incorrect goods, or compromised packaging.
14-Day Cancellation Right for Sealed and Unopened Goods
If you purchase from us online, you may cancel your order within 14 days after the day you receive the goods without giving a reason, provided the products remain:
- Sealed
- Unopened
- Unused
- In their original packaging
To exercise this right, you must notify us clearly within the 14-day cancellation period.
After notifying us, the goods must be returned within 14 days.
Opened or Unsealed Food Supplements
Because our products are food supplements, we do not accept returns or refunds for:
- Opened products
- Unsealed products
- Used supplements
- Products returned without original packaging
- Products not in resalable condition
unless there is a verified quality issue, fault, damage on arrival, or other legal non-conformity.
Cancellation by Mistake or Change of Mind
If a customer places an order by mistake, requests cancellation after payment, changes their mind, or refuses delivery of an order, Aura Nutrition reserves the right to deduct the following from any eligible refund:
- Payment processing or banking fees charged to us by the payment provider
- A 3% administration and processing fee
- Original outbound shipping costs where the order has already been processed or dispatched
- Return shipping costs where applicable
These deductions cover transaction charges, fulfilment handling, packaging, administration, and shipping costs already incurred.
This does not affect your statutory rights where goods are faulty, damaged, incorrect, or not as described.
Return Costs
Unless the return relates to verified faults, damage, incorrect goods, or legal non-conformity:
- Customers are responsible for the cost of returning goods
- Original delivery charges are non-refundable once the order has been dispatched
- We strongly recommend using a tracked or recorded delivery service
Returned items remain the customer’s responsibility until safely received by us.
Refund Timing and Method
Once your returned goods are received and inspected, we will notify you whether your refund has been approved or rejected.
Approved refunds will be processed using the original payment method within 14 days after:
- Receiving the returned goods, or
- Receiving satisfactory evidence that the goods have been returned
Where applicable, approved refunds may be reduced by:
- Payment processing or banking fees
- Applicable administration fees
- Outbound shipping charges
- Return shipping costs
Sale, Clearance and Promotional Items
Sale, discounted, clearance, promotional, or special-offer items are non-refundable unless faulty, damaged, or not as described under applicable consumer law.
Exchanges
We only replace items if they are:
- Defective
- Damaged
- Incorrectly supplied
If you require an exchange, please contact:
Email: info@auranutrition.com
Returns Address:
Aura Nutrition
5 Lonebarn Link
Springfield Business Park
Chelmsford
Essex
CM2 5AR
United Kingdom
Gifts
If the item was marked as a gift when purchased and shipped directly to you, a gift credit may be issued once the returned item is received and approved.
If the order was not marked as a gift, refunds will be issued to the original purchaser using the original payment method.
Items We Cannot Accept Back Unless Faulty
We cannot accept returns for:
- Opened or unsealed supplements
- Used products
- Products without original packaging
- Products returned in unsaleable condition
- Gift cards
- Products damaged after delivery for reasons not caused by us
This does not affect your statutory rights.
How To Request a Return
Please contact our customer service team and include:
- Your full name
- Order number
- Product name
- Reason for return
- Photographs where relevant
If your return is eligible, we will provide return instructions and the appropriate return address.
Email: info@auranutrition.com
Contact and Complaint Handling
Customer Services Email: info@auranutrition.com
Postal Returns Address:
Aura Nutrition
5 Lonebarn Link
Springfield Business Park
Chelmsford
Essex
CM2 5AR
United Kingdom
We aim to acknowledge complaints promptly and handle them fairly, transparently, and in accordance with applicable UK consumer law.
Fair Dealing and Transparency
We aim to present product descriptions, prices, delivery information, and consumer rights clearly and accurately.
Nothing in this policy is intended to mislead consumers or restrict your statutory rights under applicable UK consumer protection legislation.