Refund Policy

1. Overview

At Aura Active, we want you to feel confident in your purchase. If something isn’t right, we’re here to help.

This policy outlines your rights and our procedures in accordance with Australian Consumer Law (ACL).

2. Your Rights Under Australian Consumer Law

Under Australian Consumer Law, you are entitled to a replacement or refund for a product that:

• Is faulty or defective

• Is significantly different from the description or images

• Is not of acceptable quality

• Does not perform as advertised

If the issue is considered a major failure, you may choose a refund or replacement.

If the issue is minor, we may offer a repair or replacement where appropriate.

3. Change of Mind

We do not offer refunds for change of mind unless stated otherwise.

If we choose to accept a change-of-mind return:

• The item must be unused and in original packaging

• The request must be made within [14] days of delivery

• Return shipping costs are the responsibility of the customer

• Original shipping costs are non-refundable

We reserve the right to refuse returns that do not meet these conditions.

4. Damaged or Faulty Items

If your item arrives damaged or faulty, please contact us within 7 days of delivery with:

• Your order number

• A description of the issue

• Clear photos of the product and packaging

We will assess the issue and provide instructions for a replacement or refund where applicable.

5. Return Process

To request a return, please contact:

Email: nicky@auraactive.com.au

We will provide return instructions once your request has been reviewed.

Items must not be sent back without prior approval.

6. Refund Processing

Once we receive and inspect your returned item (if required), we will notify you of the outcome.

Approved refunds will be processed back to your original payment method within 5–10 business days, depending on your payment provider.

7. Non-Returnable Items

For hygiene and safety reasons, we may not accept returns on certain products (such as personal care items) unless they are faulty.

Please check product descriptions for specific exclusions.

8. Shipping Costs

• Customers are responsible for return shipping costs unless the item is faulty.

• We are not responsible for lost return parcels — we recommend using tracked shipping.