Refund policy
Returns (Change of Mind)
We accept returns on eligible items within 7 days of delivery for a refund. To be eligible, items must be unused, unworn, and returned in original packaging. Original shipping and return shipping costs are generally non-refundable, unless we decide otherwise at our discretion or where required by law. Once your return request is approved, the item must be posted back within 7 days. Refunds are processed within 2 business days after we receive and inspect the returned item.
Orders purchased using a gift card will be refunded as a replacement gift card.
Please note: Gift cards are not eligible for change of mind returns.
Faulty or Defective Items
If you believe your item is faulty or defective, please contact us at contact@shopaurora.au with your order number and clear photos (and a short video if helpful). We’ll take a look and sort it out as quickly as we can.
If a fault is confirmed, we’ll organise a suitable resolution, which may include a repair, replacement, store credit, or refund, depending on the issue and item availability.
General wear and tear, accidental damage, or damage caused by misuse (including exposure to water, chemicals, impact, or improper care) is not considered a fault.
Damaged or Lost in Transit
If your order arrives damaged or appears lost in transit, please contact us at contact@shopaurora.au as soon as possible so we can help.
For damaged parcels or items, please include clear photos of the outer packaging (including the shipping label) and the item(s). We recommend reporting transit damage within 48 hours of delivery to help us resolve it quickly.
For parcels that appear lost in transit, we’ll work with our shipping partner to investigate. A parcel may be considered lost if the carrier confirms it as lost, or if tracking shows no movement for an extended period.
Once assessed and where applicable, we’ll offer an appropriate resolution, which may include a replacement, store credit, or refund.
