UK DAMAGE AND RETURNS
In order to assist us in providing an excellent service and to avoid ambiguous situations we ask that all damages, or shortfall deliveries must be reported within 24 hours of receiving delivery. After this time we cannot be held responsible for any product found to be damaged or missing.
items that are reduced or ex display are sold as seen and are non- refundable.
All our items are handmade and any variation in the finish is intrinsic to the design.
If you are unhappy with your purchase or your client changes their mind, you can exchange the items to us within 24 hours of receipt of your goods. Aura does not offer a refund, you may exchange your item for credit on your account, this is valid for 6 months only. It is the designers responsibility to make note of the expiration date of the credit. (this only applies if the items is returned in the required time frame)
All items returned should be at your own cost, unless the item is faulty or damaged.
Where we are requested to deliver to a warehouse or other holding location it will be the buyers responsibility to ensure the goods are fully checked in line with our notice period above. We will not be liable for damage discovered more than 24 hours after we have delivered the goods. Aura will not be held responsible for any third party inspections, and storage charges that may occur. Any damages found when items have been held in storage and installed at a later are the responsibility of the client. Where our client is an interior designer and goods have been purchased to sell on to a third party we will not have a contractual relationship with the third party. As such all sales after care will be conducted with our client and not any third parties with whom we have no contractual relationship.
Aura will take no responsibility for damages incurred in transit when using your own shippers. A signature from your chosen courier on collection confirms that they are receiving your order in good condition, and that boxes have been labelled in accordance with their specifications. Your shippers should provide you with the necessary insurance to cover your order. Please ensure you choose an appropriate carrier and get proof of postage, Aura cannot be liable for any goods lost in transit.
Please check before purchase that an item can be delivered into the space you wish. This includes checking hallways and entrance throughout the property. If an item cannot be delivered it will be returned to our warehouse and a delivery return fee will be charged.
If a fault is discovered after the goods have been exported out of the UK by you, it is your responsibility to return the goods to the UK at your cost for inspection. If a repair or replacement is produced by Aura we will only deliver the goods to a UK destination. If you then wish for the goods to be exported, it will be your responsibility to do this at your cost.
For refunds once we have received the goods at our warehouse, we will send you a confirmation email and inform you of a refund for damaged or faulty goods only.
Please note: Refunds can take up to 10-15 working days to be received following receipt of the goods.
Any goods made to a customer's own specifications, or made to measure and self-assembly furniture cannot be returned once assembly is part or fully completed, this applies to lighting that has been partly installed.
We reserve the right of descretion to accept/or refuse the return of any goods supplied.
Store credit will only be valid for 6 months.
It is mandatory to keep the product packing for a minimum period of 7 working days. If a claim is made the client must provide photographic proof of item concerned. Claims in damages are open for 2 weeks if we do not hear from the client this matter will be closed and thereafter Aura will not responsiblie. All order claims due to production issues will be handled on a case-by-case basis.