Refund policy

Introduction

At Aurum Hair Co. we are committed to ensuring your satisfaction with every purchase. If you are not completely happy with your order, our returns policy makes it easy to return items and receive a refund or exchange, subject to the terms outlined below.

Eligibility for Returns

  • Items must be returned within 30 days of receipt.
  • Products must be unused, in their original packaging, and in a resalable condition.
  • Certain items, such as perishable goods, personalised products, and electrical items cannot be returned unless faulty.

How to Return an Item

  1. Contact our customer service team at customerservice@aurumhairco.com to initiate your return. Please provide your order number and details of the item(s) you wish to return.
  2. We will provide you with a returns authorisation number and instructions for sending your item back to us.
  3. Pack the item securely, including all original packaging, accessories, and documentation.
  4. Send the item to the address provided by our customer service team. We recommend using a tracked and insured postal service, as we cannot be held responsible for items lost in transit.

Refunds

  • Once we have received and inspected the returned item, we will process your refund within 7-14 working days.
  • Refunds will be issued to the original payment method used for the purchase.
  • Original delivery charges are non-refundable unless the item is faulty or we have made an error with your order.

Exchanges

If you would like to exchange an item, please notify our customer service team when initiating your return. Exchanges are subject to product availability. If the replacement item is unavailable, a refund will be issued instead.

Faulty or Incorrect Items

If you have received a faulty or incorrect item, please contact us as soon as possible. We will arrange for a replacement or refund and cover any return postage costs for faulty or wrongly supplied items.

Contact Us

For any queries regarding returns or exchanges, please contact our customer service team at customerservice@aurumhairco.com

Changes to This Policy

We reserve the right to amend this returns policy at any time. Any changes will be posted on our website.

This policy does not affect your statutory rights under UK and EU consumer law.