RETURN & REFUND POLICY:  updated: December 2025

Your Rights and Obligations when dealing with Aura Adorns

We want you to love every piece from Aura Adorns. In addition to our Return and Shipping policy below, you have automatic consumer guarantee under the ACL. If a product has a major problem, you can choose a refund or replacement; for minor problems, we will repair, replace, or refund as required. We may ask for proof of purchase (e.g., receipt, order confirmation email, card statement, reference number) and picture or video of the product when assessing remedies.

This policy outlines under which circumstances you can be entitled for a refund and exchange. 

1. CHANGE OF MIND RETURNS

We accept change‑of‑mind returns within 7 days of delivery for eligible items (see exclusions), provided items are unused, unworn, and in original packaging (including any brand tags and protective seals). Return shipping for change‑of‑mind is the customer’s responsibility and customer will pay for return shipment. If the original shipping was complimentary, we reserve the right to deduct the applicable shipping fee from the refund amount.

  • Exclusions (for hygiene/customisation):
    • Earrings and jewellery sets containing earrings (unless faulty)
    • Personalised/engraved, custom‑sized, or made‑to‑order pieces (unless faulty)
    • Items marked as sales and clearance.

2. FAULTY, DAMAGED, OR INCORRECT ITEMS

If your item arrives damaged, faulty, or not as described, please contact us within 7 days of delivery with a video evidence and your order number. We’ll arrange a replacement, repair, or refund and provide a prepaid return label where the item is faulty/incorrect. 

  • For minor faults, we may first offer a free repair; for major faults, you choose refund or replacement.

Note: customer must produce a video evidence when open the parcel/items to claim a remedy for faulty product or incorrect items. Without proper evidence, we may not be able to process a refund or replacement.”

3. HOW TO START A RETURN

  1. Email support@auraadorns.com.au (or use Your Account → Orders on our site) with the order number, reason for return, and videos and photos if faulty/damaged.
  2. We’ll reply with conditional approval/Not approved instructions. If conditional approved, a prepaid label will be sent for return unless it is a change of mind return where customer pays for return shipment. 
  3. Pack items securely in original packaging (include all inserts/certificates) and past the label and follow the instructions of postage.

Note: Aura Adorns reserves the right to inspect and assess returned products before determining eligibility for a refund or replacement. Please note that shipping items back to us does not guarantee a full refund or replacement. The final decision will be made after we receive and inspect the returned items.

The refund or replacement process will be completed within 7 business days from the date we receive the return parcel/items.

4. EXCHANGES

We are pleased to offer exchanges on eligible items (unused and undamaged; exclusions apply), subject to stock availability. For change-of-mind exchanges, customers are responsible for return shipping costs and any price difference. Please refer to our Change of Mind Returns section for further details.

5. INTERNATIONAL RETURNS

International customers are responsible for customs duties/taxes charged on return shipments.

6. REFUNDS & PROCESSING TIMES

Refunds are issued to the original payment method once the return is received and inspected—typically within 7 business days. Original shipping fees are refunded only where the item is faulty/incorrect; otherwise they’re non‑refundable. If a refund is delayed after approval, please check with your bank or card provider - processing times vary depending on the service. 

CONTACT US

If you have any questions or concerns, you may contact us at:

Aura Adorns  

South Australia, Australia  

Email: info@auraadorns.com.au  

Website: www.auraadorns.com.au