Returns policy
Right of withdrawal from the contract
The Consumer and Entrepreneur with Consumer Rights has the right to withdraw from a distance contract within 14 days without giving any reason.
The 14-day period is counted from the day on which the Customer or a third party indicated by them, other than the carrier, took possession of the product.
To exercise the right of withdrawal, you must inform us of your decision before the 14-day period expires.
The declaration of withdrawal can be sent:
e-mail: aura@allaura.eu
or in writing to the address:
AURA SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
ul. Estrady 9a
05-080 Mościska
Polska
Sending the declaration before its expiry is sufficient to meet the deadline.
Product return
After withdrawing from the contract, the product must be returned immediately, but no later than 14 days from the day you informed us of your withdrawal from the contract.
The product should be sent to the address:
AURA SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
ul. Estrady 9a
05-080 Mościska
Polska
The direct cost of returning the product is borne by the Customer.
The Customer is responsible for any reduction in the value of the product resulting from using it in a manner exceeding what is necessary to ascertain the nature, characteristics, and functioning of the product.
Refund
In the event of an effective withdrawal from the contract, we will refund the payments received from the Customer, including the cost of basic order delivery.
If the Customer chose a delivery method more expensive than the cheapest standard delivery method offered by the store, we are not obliged to refund additional costs resulting from choosing a more expensive delivery method.
The refund will be made no later than 14 days from the day of receiving the declaration of withdrawal from the contract.
We may withhold the refund until we receive the returned product or the Customer provides proof of its return – whichever event occurs first.
The refund will be made using the same payment method as was used during the purchase, unless the Customer explicitly agrees to another refund method that will not incur additional costs for them.
Products excluded from the right of return
The right of withdrawal does not apply to products supplied in a sealed package, which cannot be returned after opening due to health protection or hygiene reasons, if the package was opened after delivery of the product.
This applies only to products that meet the conditions for statutory exclusion of the right of withdrawal.
Complaints and products inconsistent with the contract
The right of withdrawal is independent of the right to file a complaint.
If the received product is inconsistent with the contract, the Consumer or Entrepreneur with Consumer Rights may exercise the rights provided for in the applicable legal provisions and the Store Regulations.
Firstly, the Customer may request repair or replacement of the product. In cases provided by law, it is also possible to request a price reduction or withdrawal from the contract.
Complaints can be sent to the address:
Please provide information allowing identification of the order and describe the problem found.
We will respond to the complaint within 14 days from the day of its receipt.
Contact
For questions regarding returns or complaints, please contact:
AURA SPÓŁKA Z OGRANICZONĄ ODPOWIEDZIALNOŚCIĄ
ul. Estrady 9a
05-080 Mościska
Polska
E-mail: aura@allaura.eu