Returns Policy
We aim to ensure all Auro & Co products reach you in perfect condition. We inspect items before dispatch, and our suppliers also carry out quality control checks. However, due to the nature of lifestyle, aromatherapy and wellness products, occasional damage or faults may occur in transit.
If something is wrong with your order, we will resolve it as quickly as possible in line with this Returns Policy.
Please contact us at office@radence.co.uk
1. Damaged or faulty items on arrival If your order arrives with damaged or faulty items, please inform us within 3 business days of receiving your delivery.
To report the issue, email us with:
Your order number
The name of the affected item
Clear photos showing the damage or fault
What happens next:
In most cases, we will issue a refund or replacement for the damaged item.
For low value items, we may accept photos and may not require a return.
For higher value items, we may ask you to return the product. If a return is required, we will provide instructions and cover the return cost.
We do not offer compensation for any potential loss of sales or delays caused by damaged, faulty or missing items.
2. Missing items from your order If something is missing from your order, please notify us within 3 business days of delivery.
Email us with:
Your order number
The name of the item that is missing
We will send the missing item or issue a refund for that item.
3. Incorrect items received If you receive an item you did not order, please inform us as soon as possible.
We will either:
Provide a prepaid return label, or
Arrange a collection depending on the size of the item
If you were charged for the incorrect item, we will refund it once the issue is confirmed.
Please do not send items back without contacting us first.
4. Items ordered by mistake (change of mind) If you ordered the wrong item or no longer want it, you must notify us within:
14 days of receiving the order for standard items
3 days of receiving the order for cosmetic or personal care items (must be unopened and unused)
Return conditions:
Items must be unused, in original packaging and in a resellable condition
You are responsible for return postage costs for items ordered in error
Once approved, you have 28 days to return standard items and 7 days to return cosmetic items
Once we receive and inspect the returned goods, we will refund the product cost.
Exchanges for change of mind are not guaranteed and depend on stock. In most cases, we process a refund and ask you to place a new order.
5. Earrings and personal items For hygiene reasons, we cannot accept returns of earrings or similar intimate items unless:
They are unused
The packaging is unopened
They have never been worn
If the item is faulty, damaged or incorrect, the above hygiene restriction does not apply.
6. How to return items Please contact us before sending anything back.
Email: office@radence.co.uk
We will provide:
Instructions on how to return the item
A return address
A prepaid label if the return is due to a fault, damage or our error
For change of mind returns, you will need to cover the return shipping cost.
Items returned without prior contact may not be processed.
7. Refunds Refunds are processed to the original payment method within 30 days of:
Us receiving the returned items, or
Receiving acceptable photo evidence (for damaged items), or
Confirming a missing or incorrect item
Refunds apply only to the value of the returned items. Delivery charges are refunded only when the item was faulty, damaged or incorrect.
8. Non delivery If your parcel has not arrived within the expected time frame, please contact us as soon as possible with your order number.
If the courier confirms the parcel is lost, we will send a replacement or issue a refund.
9. Contact us For all returns, damages, exchanges or general enquiries:
Auro & Co office@radence.co.uk https://auroandco.shop
