RETURNS
Online Returns Policy - Change Of Mind
To be eligible for a refund for change of mind, your items must be:
- Returned within 30 days of receiving the product
- Unused and unopened in its original packaging
- Receipt of purchase included
- Returned via post to our warehouse
This outlines Aura's Returns Policy for a change of mind. The benefits provided to you under this policy are in addition to other rights and remedies available to you under the Australian Consumer Law. If you wish to make a return due to a problem with your product or order, please refer to our Faulty Item Returns Policy.
Returning your Order Online
You can return your items for free via Parcel Point or at your own expense via Australia Post (excludes bulk items). *Delivery charges will not be refunded.
Parcel Point:
To find out if there is a ParcelPoint location near you, visit parcelpoint.com.au/find-a-store.
Visit http://parcelpoint.com.au/aurahome/return, follow the process to book your return and print off your shipping label.Package your return and attach the shipping label to your parcel. Visit your nearest ParcelPoint outlet and drop off your parcel.
Note: Our free returns via Parcel Point is not available on international orders.
Australia Post:
Package your return and address it with the following information:
Online Returns
Aura Home PTY LTD
PO Box 2000
Moorabbin, VIC, 3189
Order Number: ________ // Invoice Number: ________
Visit your nearest Australia Post Box and drop off your parcel.
How to Return Your Order Online
To initiate a return for change of mind please ensure your product meets the criteria specified in Aura Home Online Returns Policy - Change of Mind. Please note our retail stores are unable to accept returns for orders placed online.
Returns for items purchased online within Australia
If you purchased online as an Aura Home Member:
1. Log into Your Account and select My Orders.
2. Find the relevant order, select View Order, and follow the promopts under Return.
3. Upon approval, you will recieve your 9-digit RMA number via email.
4. Lodge your return with the Australia Post Returns Portal and follow the prompts to obtain a shipping label.
5. Package your return in a delivery satchel and ensure you remove any old labels. Make sure to include your packing slip and attatch your new shipping label. If you don't have a printer, the Post Office can print the label for you.
6.Drop off your parcel to the closest Post Office, Red Post Box or Parcel Locker.
Once we recieve your return, you will recieve a confirmation email with your refund to your original payment method in 7-10 business days.
Note: Our free returns via Australia Post are not available on international orders, furniture and bulky items.
If you purchased online as a Guest:
1. Please email our Customer Service team at hello@aurahome.com.au to organise a Merchandising Authorization number (RMA No.). Please include following information:
- Your email address
- Your order number
- The product code, description, and quantity you are returning
- The item condition: opened, unopened, or faulty
- Your reason for return: wrong size, change of mind, it's damaged, other.
2. Upon approval, you will recieve your 9-digit RMA number via email.
3. Lodge your return with the Australia Post Returns Portal and follow the prompts to obtain a shipping label.
4. Package your return in a delivery satchel and ensure you remove any old labels. Make sure to include your packing slip and attatch your new shipping label. If you don't have a printer, the Post Office can print the label for you.
5. Drop off your parcel to the closest Post Office, Red Post Box or Parcel Locker.
Once we recieve your return, you will recieve a confirmation email with your refund to your original payment method in 7-10 business days.
Note: Our free returns via Australia Post are not available on international orders, furniture and bulky items.
Returns for items purchased online outside of Australia
Please note that our free returns via Australia Post Returns is not available on international orders.
1. Package your item for return.
Ensuring you cover up any existing labels and barcodes. Please ensure your order packing slip with your RMA number is included in your return parcel.
2. Return the item to us via the postal service of your choice.
Postage will be incurred at your own expense. We highly recommend using a method with tracking information.
Our address for returns is:
Online Returns
Aura Home PTY
60 Corporate Drive
Heatherton, VIC, 3202
Australia
Once we recieve your return, you will recieve a confirmation email with your refund to your original payment method in 7-10 business days.
Online Exchanges
Unfortunately, we are unable to facilitate change of mind exchanges for online orders. If you wish to exchange an item, we recommend you purchase your desired item and return your original order for a refund in accordance with our Change of Mind Online Returns Policy. If you attempt return an item via post to be exchanged, it will be processed according to our Change of Mind Returns Policy.
Faulty Item Returns Policy
If you believe your item has a fault, please contact our Customer Service team at hello@aurahome.com.au with your order number and images of the fault. Our team will work to resolve this with priority. If you have purchased an AURA product from a retail store (either our two retail locations or our authorised stockists), please contact the store where you purchased the item from directly.
Note: This applies to products purchased from aurahome.com.au.
Processing Time for Returns
You will receive an email notification from your courier when our team has received your return. After receiving this notification, please allow up to 3-5 business days for your return to be finalised. If your item is eligible for a refund, the funds will be returned to the original form of payment. You will receive a second email when your return has been processed. All funds should appear in your bank account within 5-10 business days of being processed.
Processing Time for Returns
Once your return parcel has arrived at our warehouse and is deemed eligible for a refund, the funds will be returned to the original form of payment. All funds should appear in your bank account within 5-10 business days of being processed.
Return to Sender
If an order is returned due to an insufficient address, our Customer Service team will contact you to arrange re-delivery. Any customers who return an order and mark the parcel as Return to Sender will have the $9.60 shipping fee deducted from their return.
In Store Returns Policy - Change of Mind
Purchases made in store can be returned in store within 30 days for either exchange or a refund to the original payment method. Any change of mind return items must be unused and unopened in its original packaging and receipt of purchase must be presented. Please note our retail stores are unable to accept returns for orders placed online.