Return Policy

Return Policy

Last updated: October 23, 2025

At Pure Aura, we want you to be completely satisfied with your purchase. If you're not happy with your order, we're here to help make the return process as easy as possible.

For complete details, please read the full policy below.

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Return Period

You have 30 days from the date of delivery to return eligible items for a refund or exchange. Items must be returned in their original condition with all tags attached and in the original packaging.

Important: The 30-day period starts from the delivery date, not the order date. Please check your shipping confirmation email for the delivery date.

Eligible Items for Return

Most items can be returned within 30 days. However, the following items are not eligible for return:

• Items marked as final sale or clearance
• Personalized or customized products
• Intimate apparel, swimwear, or hygiene products (for health and safety reasons)
• Perishable goods
• Digital products or downloadable items
• Gift cards
• Items that have been used, worn, washed, or damaged by the customer
• Items without original tags or packaging

Return Condition Requirements

To be eligible for a return, items must be:

• In their original, unworn, and unused condition
• With all original tags and labels attached
• In the original packaging (including any protective wrapping)
• Free from any odours (perfume, smoke, etc.)
• Accompanied by proof of purchase (order confirmation or receipt)

Tip: We recommend trying items on over clothing to ensure they remain in returnable condition.

How to Initiate a Return

To start a return, please follow these steps:

1. Contact us at support@pureraura.store with your order number (found in your confirmation email)
2. Provide the reason for your return and which items you'd like to return
3. We'll send you return instructions and a return authorization (RA) number within 24 hours
4. Pack your items securely in the original packaging
5. Include the RA number on the outside of the package
6. Ship the items back to the address provided using a tracked service
7. Keep your tracking number until your refund is processed

Important: Please do not send items back without contacting us first and receiving an RA number. Unauthorized returns may be refused or delayed.

Return Shipping Costs

UK Returns:

• If the return is due to our error (wrong item sent, defective product, damaged in transit): We'll provide a prepaid return label at no cost to you
• If you're returning for other reasons (change of mind, wrong size, colour preference): You're responsible for return shipping costs (typically £3-£5 via Royal Mail)
• We recommend using a tracked and insured service

International Returns:

• Customers are responsible for return shipping costs
• We strongly recommend using a tracked and insured shipping service
• You're responsible for any customs fees or duties incurred during the return process
• Mark the package as "Returned Goods" to potentially avoid additional customs charges

Important: We are not responsible for items lost or damaged during return shipping. Please keep your tracking information until your refund has been processed.

Return Shipping Address

We'll provide the specific return address when you receive your return authorization. Please do not use the address on the original package, as it may be different from our returns processing centre.

Refund Processing

Once we receive your returned item:

1. We'll inspect the item within 2-3 business days to ensure it meets our return conditions
2. If approved, we'll process your refund within 5-7 business days
3. Refunds will be issued to your original payment method
4. You'll receive an email confirmation once the refund has been processed

Please note: It may take an additional 5-10 business days for the refund to appear in your account, depending on your bank or payment provider. The total time from return to refund appearing in your account is typically 10-20 business days.

Refund Amount

• You'll receive a full refund for the item(s) returned
• Original shipping costs are non-refundable (unless the return is due to our error)
• Return shipping costs are deducted from your refund (if applicable)
• If you received free shipping on your order and return part of it, shipping costs may be deducted if the remaining items don't qualify for free shipping

Exchanges

We're happy to exchange items for a different size, colour, or style, subject to availability. To request an exchange:

1. Contact us at support@pureraura.store
2. Let us know which item you'd like to exchange and what you'd like instead
3. We'll check availability and provide exchange instructions
4. Return the original item following our return process
5. We'll ship the replacement item once we receive and inspect your return

If there's a price difference, we'll either refund the difference or request additional payment before shipping the replacement.

Faster option: If you need a replacement urgently, we recommend placing a new order for the item you want and returning the original item for a refund.

Store Credit Option

If you prefer, we can issue store credit instead of a refund to your original payment method. Store credit:

• Is issued immediately once your return is approved
• Never expires
• Can be used on any future purchase
• Includes the original shipping cost (if applicable)

Let us know when initiating your return if you'd prefer store credit.

Damaged or Defective Items

If you receive a damaged or defective item:

• Contact us immediately at support@pureraura.store (within 7 days of delivery)
• Provide clear photos of the damage or defect from multiple angles
• Include photos of the packaging if it arrived damaged
• Include your order number
• We'll arrange a free return and send a replacement or issue a full refund (including original shipping costs)

Please don't discard damaged items or packaging until we've reviewed your claim.

Wrong Item Received

If you receive the wrong item:

• Contact us immediately at support@pureraura.store
• Provide your order number and a photo of the item received
• We'll arrange a free return and send the correct item immediately
• You won't be charged for return shipping or the replacement shipment

Missing Items

If items are missing from your order:

• Check your order confirmation to verify what was ordered
• Check if items were shipped separately (you may receive multiple tracking numbers)
• Contact us at support@pureraura.store within 7 days
• We'll investigate and ship the missing items or issue a refund

Late or Missing Refunds

If you haven't received your refund after 14 business days from when we confirmed it was processed:

1. Check your bank account or credit card statement again
2. Contact your bank or credit card company - processing times vary by institution
3. Check if the refund was issued to a different payment method (if you used multiple cards)
4. If you've done all of the above and still haven't received your refund, contact us at support@pureraura.store

Partial Refunds

In some cases, only partial refunds may be granted:

• Items not in their original condition, damaged, or missing parts not due to our error
• Items returned more than 30 days after delivery
• Items that show obvious signs of use or wear
• Items returned without tags or in non-original packaging
• Items that have been altered or modified

We'll contact you before processing a partial refund to discuss your options.

Sale and Clearance Items

Items purchased during sales are generally returnable under our standard policy. However:

• Items marked as "Final Sale" cannot be returned or exchanged
• Clearance items may have a shorter return window (check product page)
• Promotional items or free gifts must be returned with the original purchase

Gift Returns

If you received an item as a gift:

• You can return it following our standard return process
• The refund will be issued as store credit (since you weren't the original purchaser)
• If you know the gift giver's order number, we can process a refund to their payment method with their permission

Cancelled Orders

If you need to cancel your order:

• Contact us immediately at support@pureraura.store
• If the order hasn't been dispatched yet, we can cancel it and issue a full refund
• If the order has already been dispatched, you'll need to follow our standard return process once you receive it

Restocking Fees

We do not charge restocking fees for standard returns. However, restocking fees may apply for:

• Large or bulky items (we'll inform you before you complete the return)
• Special order or custom items (if returnable)

Contact Us

If you have any questions about our return policy or need assistance with a return, please contact us:

• Email: support@pureraura.store
• Visit our Contact Us page

Our commitment: We're here to help and want to ensure you have a positive shopping experience with Pure Aura. If you have any concerns about a return, please reach out - we're happy to work with you to find a solution!