Refund policy

Returns and Refunds Policy

At K&L Aura UK, we want you to be happy with your purchase. If you need to return an item, please read the policy below.

Change-of-mind returns

Under the Consumer Contracts Regulations 2013, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason. You then have a further 14 days to return the goods.

To be eligible for a change-of-mind return:

Items must be returned in a resalable condition.
Items should be unused and in their original packaging, where applicable.
You may handle the goods only as much as necessary to check their nature, characteristics and functionality.
You are responsible for the direct cost of returning unwanted goods, unless we have agreed otherwise.
We may reduce the refund if the item has been handled beyond what is necessary to inspect it.

Mystery scoops

Due to the nature of mystery scoop products, we do not accept change-of-mind returns or exchanges for mystery scoops once an order has been placed.

This does not affect your statutory rights. If a mystery scoop is faulty, damaged, not as described, or the incorrect item was supplied, please contact us so we can assess the issue and provide an appropriate remedy in accordance with applicable consumer law.

Faulty, damaged or incorrectly supplied goods

If your item is faulty, damaged on arrival, does not match its description, or is not the item you ordered, please contact us as soon as possible with your order number and details of the problem. Photographs will be requested to help us assess damage or faults.

Your statutory rights are not affected. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund under the Consumer Rights Act 2015.

If an item is faulty within 14 days of delivery, you may generally be entitled to reject it for a full refund. After 14 days, we may first offer a repair or replacement. If the repair or replacement is unavailable, unsuccessful or disproportionate, you may be entitled to a price reduction or refund.

We will cover reasonable return postage costs for goods that are faulty, damaged or incorrectly supplied. Please contact us before returning the item so that we can provide return instructions.

How to request a return

Please contact us at kl.aura.uk@mail.co.uk with:

Your order number
The item you wish to return
The reason for the return
Photographs, where relevant
Your preferred resolution, where applicable

Please do not send items to the return address shown on your parcel without contacting us first, as this may delay your refund or replacement.

Refunds

Once your return has been received and assessed, we will confirm whether it has been accepted. Approved refunds will normally be issued to the original payment method.

For a cancellation under your statutory cooling-off period, we will refund the price paid for the goods and the standard delivery charge. We may wait until the goods are returned or you provide evidence that they have been sent back, whichever happens first.

Unless the goods are faulty, damaged or incorrectly supplied, any additional delivery charge selected at checkout above our least expensive standard delivery option may not be refundable.

Refunds may take several business days to appear, depending on your payment provider.

Exchanges

Where available, we may offer an exchange for an alternative size, colour or product. Mystery scoops are not eligible for change-of-mind exchanges.

If the requested replacement is unavailable, we will offer a refund or another appropriate remedy where required by law.

Return condition

Items should be packaged securely and returned with all included accessories, labels and documentation where possible. This does not limit your statutory rights where goods are faulty or otherwise do not conform to the contract.

Statutory rights

This policy does not affect your legal rights under UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.