Return and Refund Policy

Our Refund and Return Policy was last updated 18th September 2025

INTRODUCTION

Thank you for shopping at Aura Vitana for handmade beaded jewellery and accessories.

If for any reason you're not completely satisfied with a purchase, please review this policy on refunds and returns.

This policy is applicable for any products that you purchased from Aura Vitana.

Interpretation and Definitions

The words of which the initial letter is capitalised have meanings defined under the following conditions. The following definitions shall have the same meaning regardless of whether they appear in singular or plural.

For the purpose of this Refund and Return Policy:

  • 'Company' referred to as either 'the Company', 'We', 'Us' or 'Our' in this Agreement, refers to Aura Vitana information.
  • 'Products or Items' refers to our items available for sale on the Service.
  • 'Service' refers to our website.
  • 'Website' refers to auravitana.com accessible from https://auravitana.com
  • 'Orders' refers to a request by You to purchase Products from Us
  • 'You' refers to the individual accessing or using our Service, or the company or other legal entity on behalf of which such individual is accessing or using the Service as applicable.

CANCELLATIONS

Your Cancellation Rights

Orders can only be cancelled within 24 hours of being placed. Once orders are processed and shipped, we no longer accept cancellations. 

You can choose to refuse your order when it arrives, which will re-route your order back to us, but you are responsible for any fees incurred. 

To exercise your right to cancel your order you must inform us of your decision by:

RETURNS

Self Serve Returns (SSR)

We provide a Self Serve Returns (SSR) service to make our returns process easier for our customers.

In order to use the SSR service you need to log into your online account, if you do not have an account you can create an online account here   

  • You can log into your account using your email address, and a six-digit verification code will be sent to your email address, no password required.
  • Once logged in, you can submit return requests directly from your account for fulfilled or partially fulfilled orders, as well as check orders you've made.

  • To request a return, please select the item(s) you want to return, choose a return reason and add a note if necessary.

  • If your return request is approved, you'll receive an email with shipping instructions and a return shipping label. 

  • If we decline your return request you will receive an email from us with the reason your return was declined.

Return Eligibility

UK, European and International customers have 14 days from the date of receiving their product(s) to request a return.

To be eligible for a return, please ensure that:

  • Products were purchased within the last 14 days.
  • Products are unworn, unused and in the same condition you received it in.
  • Products have not been altered or repaired in any way.
  • Products are in their original packaging with all tags attached. 
  • Products are not damaged or show any signs of wear.
  • You have your receipt or proof of purchase.

We cannot accept the following returns:

  • Products that are personalised or custom made to your specification.
  • Products due to health protection or hygiene reasons and were unsealed after delivery.
  • Products that are repaired or altered from the original design.
  • Gift vouchers.
  • Products that are mixed up with other products.

At our sole discretion, Aura Vitana reserves the right to refuse cancellations, refunds and return of goods that fail to meet the above requirements.

Please Note:

  • We recommend that you use a tracked and insured postal / shipping service when returning products to us. 
  • Customers are responsible for the risk of returning products and paying shipping costs.
  • Aura Vitana will not reimburse postage/shipping, duties, taxes or any other costs for products returned to us.
  • Aura Vitana will not be held responsible for products lost, stolen or damaged once dispatched or in transit.

REFUNDS

Once we receive your cancelled / returned products and we check that they meet our return requirements, we will reimburse you within 3 - 7 working / business days of us receiving the returned product(s), using the same payment details you used to place your order, less postal or shipping costs.

Gifts and Gift Vouchers

If products are purchased with an Aura Vitana gift voucher and the item(s) need to be returned and/or refunded, the purchaser will receive a credit by way of a Gift Voucher for the value of the refund.  

Once we receive your returned product(s) we will email a gift voucher to you.

Please note: Gift vouchers cannot be returned or refunded. Please read our Aura Vitana Gift Voucher Terms and Conditions

If you have any queries or questions about our Returns and Refund Policy, please contact us via our website form or email us at connected@auravitana.com.