Refund policy
Aura Crafts – Return & Exchange Policy
At Aura Crafts, every product is handmade in small batches using natural ingredients. Because of this, we're unable to accept returns or refunds for change of mind, scent or texture preferences, or skin sensitivity once an order is delivered.
We do, however, stand behind the quality and condition of what reaches you. The following situations are eligible for a replacement or exchange:
1. Damaged or Broken in Transit
If your ordered product arrives broken, leaking, cracked, or otherwise damaged due to shipping, please:
- Contact us within 48 hours of delivery
- Share clear photos or a short video of the damaged item, along with the outer packaging
- Include your order number
Once your claim is approved, we'll send a replacement of the same item (subject to stock) or issue store credit, your choice.
2. Expired Products
Since our formulations are natural and preservative-light, shelf life matters. If you receive a product that is past its expiry date or shelf-life window printed on the label or jar, you're eligible for a free exchange. Please:
- Contact us within 48 hours of delivery
- Send a photo clearly showing the expiry date or batch code
- Include your order number
We'll replace it with a fresh batch of the same product at no charge.
What's Not Covered
- Change of mind or incorrect product selection
- Allergic reactions (we recommend a patch test before full use, especially for face and body products)
- Natural variation in scent, color, or texture between batches, since handmade items aren't always identical
- Damage caused by improper storage (e.g., candles melted in heat, oils exposed to direct sun) after delivery
How to Reach Us
For damaged or expired items, email info@aura-crafts.com with your order number and photos. We aim to respond within 24 hours and resolve most cases within 3–5 business days.