Refund policy
Change of mind returns and exchanges
You can return or exchange an eligible item within 14 days of delivery if it is:
- Unused, unopened and in its original sealed packaging
- In its original condition, with all packaging and accessories included
- Purchased directly from us
- Not marked as final sale
Because our lashes are hygiene-sensitive beauty products, we cannot accept change of mind returns or exchanges once a product has been opened, used or had its seal broken. Please check your order carefully before opening any packaging. Every returned item is inspected before a refund or exchange is approved.
Exchanges are subject to stock availability. If your preferred item is out of stock, you can choose a refund instead.
How to start a return or exchange
Email contact@aurabyaura.au within 14 days of delivery, with your order confirmation number in the subject line. Tell us which item you'd like to return or exchange and why.
We'll review your request and send return instructions and the return address. Please don't post anything back before we've confirmed, so your parcel reaches the right place. Once approved, send the item back within 7 days of receiving our instructions.
Incorrect, damaged or defective items
If you receive an incorrect, damaged or defective item, please contact us within 3 days of delivery so we can resolve it quickly. Email contact@aurabyaura.au with your order confirmation number in the subject line and clear photos of the issue.
We'll review each request individually and let you know whether a replacement, refund or other remedy applies, along with the next steps. Where a product has a problem covered by Australian Consumer Law, we will reimburse reasonable return postage costs.
Important information about pre-glued lash clusters
Our pre-glued lash clusters are consumable beauty products, and wear time varies from person to person. Adhesion can be affected by application technique, natural skin oils, sunscreen or SPF, skincare, eye cream, lash serum and residue from previous lash products.
These factors are not manufacturing defects. Incorrect application, misuse, or not liking the look of a product does not, by itself, make an item eligible for a replacement or refund.
Refunds and return postage
Once your return arrives and passes inspection, we'll email you the outcome. Approved change of mind refunds are processed within 10 business days and paid to the original payment method. Your bank or payment provider may need extra time to show the refund.
For change of mind returns and exchanges, return postage is your responsibility, and original shipping charges are non-refundable. We recommend tracked postage and keeping your proof of postage, as we can't be responsible for change of mind parcels lost or damaged before they reach us.
Order changes and cancellations
If you need to change or cancel an order, email contact@aurabyaura.au straight away with your order confirmation number in the subject line.
We process orders quickly. We'll always try to help, but orders that have already been packed, processed or shipped cannot be changed or cancelled. Once an order has shipped, the return conditions above apply.
Australian Consumer Law and contact
Our goods come with guarantees that cannot be excluded under Australian Consumer Law. If a product has a major failure, you can choose a refund or a replacement. For a minor failure, we may provide an appropriate remedy within a reasonable time.