Refund policy

1. Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.

If a product has a major failure, you are entitled to choose a refund or replacement, and may also be entitled to compensation for any other reasonably foreseeable loss or damage. If a product fails to be of acceptable quality and the failure is not major, you are entitled to have the goods repaired or replaced. Nothing in this policy excludes, restricts, or modifies any rights you may have under Australian Consumer Law.  

2. Change-of-Mind Returns

Change-of-mind returns are offered at our discretion and apply only where no remedy is otherwise required under Australian Consumer Law.

We may accept a change-of-mind return within 30 days of delivery if the item is unused, uninstalled, undamaged, returned in original packaging, complete with all components and bundled items, and accompanied by valid proof of purchase.

We may refuse change-of-mind returns for items that have been used, installed, washed, altered, damaged after delivery, returned incomplete, or sent back without prior approval. We may also refuse change-of-mind returns for consumable, refill, cartridge, pad, brush head, filter, or hygiene-related products once opened or used, except where a remedy is required by law.

For approved change-of-mind returns, return shipping is the customer’s responsibility. Original shipping charges are not refunded unless required by law.

We reserve the right to reduce the refund amount for approved change-of-mind returns where returned goods are incomplete, not in resaleable condition, or require repackaging or other handling beyond standard return processing, to the extent permitted by law. That wording matters because blanket restocking-fee or no-refund statements can be problematic if they appear to override consumer guarantees.  

3. Faulty, Damaged, or Incorrect Items

If your order arrives faulty, damaged, or incorrect, please contact us as soon as reasonably possible at shanishopify32960@gmail.com with your order number, a description of the issue, and clear photo or video evidence where relevant.

If the issue relates to transit damage, incorrect fulfilment, or a missing component on arrival, we recommend contacting us within 7 days of delivery so we can investigate quickly. This recommendation does not limit your rights under the Australian Consumer Law.  

We will assess the issue and provide an appropriate remedy in accordance with Australian Consumer Law, which may include repair, replacement, refund, or another remedy available under law.

4. Return Process

Do not send products back without approval.

To request a return, email suppot@auroviaessentials.com with your order number, product name, and the reason for the return. If your return is approved, we will provide instructions.

Unauthorised returns may be refused and returned to the sender at the sender’s cost.

5. Refund Processing

Approved refunds are issued to the original payment method. Processing times vary by bank, card network, and payment provider.