Refund policy

Returns & Refunds


Our 30-Day Promise

Your satisfaction matters to us. If you are not completely happy with your purchase, we offer a 30-day return policy from the date of delivery on all unopened products.

We want your home to smell extraordinary. If it doesn't, we'll make it right.

How to Return an Item

  1. Email us at hello@auurah.com within 30 days of delivery with your order number.
  2. We will respond with a Return Authorisation and return instructions.
  3. Pack the item securely in its original packaging, unopened and unused.
  4. Send the parcel to the return address provided. We recommend using a tracked service.
  5. Once we receive and inspect the item, we will process your refund within 5 business days.

What Can Be Returned

  • ✓ Unopened products in their original, sealed packaging
  • ✓ Items returned within 30 days of delivery
  • ✓ Products purchased directly from auurah.com
  • ✓ Gift sets with all components intact and sealed

What Cannot Be Returned

  • ✕ Opened fragrance products (for hygiene and safety reasons)
  • ✕ Products that have been used or partially consumed
  • ✕ Items returned after the 30-day window
  • ✕ Products purchased from third-party retailers
  • ✕ Subscription refill orders (unless damaged on arrival)

Fragrance is a deeply personal and sensory experience. Once a product has been opened, we cannot resell it, which is why we are unable to accept returns on used items. We encourage you to try our Discovery Set or travel-size sprays if you are exploring new scents.

Damaged or Defective Items

If your order arrives damaged or defective, we apologise and will put it right immediately. Please contact us at hello@auurah.com with your order number and a photo of the damage within 7 days of delivery. We will arrange a free replacement or full refund, no need to return the damaged item.

Refund Process

Once we receive and inspect your returned item, your refund will be processed to the original payment method within 5 business days. Shipping costs are non-refundable unless the return is due to our error (damaged or incorrect item).

Exchanges

We do not offer direct exchanges. If you would like a different scent or product, please return the original item for a refund and place a new order for your preferred item.

Return Address

Returns should be sent to our UK fulfilment centre. The exact return address will be provided in your Return Authorisation email. Please do not send returns to our Kuwait factory.

Questions about returns? Contact us at hello@auurah.com.