Last updated: 23 July 2026
We want you to love your Aura. Here’s how returns and refunds work.
1. Your rights under Australian Consumer Law
Our products come with guarantees that cannot be excluded under Australian Consumer Law. You’re entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You’re also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure doesn’t amount to a major failure. Nothing in this policy limits those rights.
2. Faulty, damaged, or incorrect items
If your order arrives faulty, damaged in transit, or isn’t what you ordered, contact us at hello@auragen.au with your order number and photos of the issue. We’ll arrange a full refund or a replacement, whichever you prefer, and we’ll cover the cost of return shipping.
3. Change of mind
If you simply change your mind, we accept returns within 14 days of delivery, provided:
- The item is unopened, unused, and in its original sealed packaging (for hygiene and safety reasons, we can’t accept opened or used serum back into stock).
- You have proof of purchase (order number or receipt).
For change-of-mind returns, you’re responsible for the cost of return shipping. There’s no restocking fee — once we receive and inspect the item, we’ll refund the full item price to your original payment method.
4. Items that can’t be returned
Because it’s a cosmetic product applied to skin, we can’t accept opened or used serum back for a change-of-mind return, unless it’s faulty, damaged, or not as described.
5. How to start a return
Email hello@auragen.au with your order number and the reason for your return (plus photos, if the item is faulty or damaged). We’ll confirm whether it’s approved and send you return instructions.
6. Refund processing
Once we’ve received and inspected your return, we’ll let you know if it’s approved and process your refund to your original payment method. Refunds typically appear within 5–10 business days, depending on your bank or card provider.
7. Contact us
Questions about a return or refund? Email hello@auragen.au.