Refund policy

1. UK Customers – Your Legal Rights

1.1 Statutory Cancellation Right (14‑Day Cooling‑Off Period)

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer and you buy from us online, you have the right to cancel this contract within 14 days without giving any reason (a “cooling‑off period”).

The cancellation period expires 14 days after the day on which you (or someone you nominate) receives the goods.

To exercise your right to cancel within the 14‑day period, you must inform us of your decision by a clear statement (e.g., an email to hello@theaurabath.com). You may use the attached Model Cancellation Form, but it is not obligatory.

Return of goods after cancellation
If you cancel this contract, you must return the goods to us without undue delay and in any event not later than 14 days after the day you inform us of the cancellation.

Duty of care
During the 14‑day cancellation period, you have a duty of care to keep the goods in their original, unused, and unopened condition. Cosmetic products are hygiene‑sensitive items. For this reason:

• We cannot accept returns of shampoo bars that have been used, opened, unsealed, or show any signs of use unless the product is defective.

• If you return goods that show signs of use or are not in a resalable condition, we may make a deduction from any reimbursement for the loss in value of the goods.

1.2 Refunds Upon Cancellation

If you cancel this contract, we will reimburse to you:

• The full purchase price of the goods; and

• Standard delivery costs (but not any premium or expedited delivery costs).

We may make a deduction for any loss in value of the goods if the loss results from handling beyond what is necessary to establish the nature, characteristics and functioning of the goods.

We will make the reimbursement without undue delay, and not later than:

• 14 days after the day we receive back the goods you returned; or

• (if earlier) 14 days after you supply evidence of having returned the goods.

We will make the reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise.

1.3 Faulty or Defective Goods – Your Rights Under the Consumer Rights Act 2015

If you receive goods that are faulty, not of satisfactory quality, not fit for a particular purpose, or not as described, you have statutory rights under the Consumer Rights Act 2015, which we are legally required to honour.

For faulty goods claims, please contact us at hello@theaurabath.com with your order number, a description of the issue, and clear photos showing the fault. We will cover reasonable return postage costs for faulty items.

What qualifies as “faulty”?
Faulty goods include products that are contaminated, mouldy, incorrectly manufactured, labelled incorrectly (e.g., wrong product type), or substantially different from the product description on our website. Natural variations in colour, scent intensity, and texture between batches are normal for handmade products and do not constitute a fault.

2. US Customers – 30‑Day Satisfaction Guarantee

2.1 Unused and Unopened Products

If you are not entirely satisfied with your purchase, you may return unused, unopened, and in original condition shampoo bars within 30 days of receipt for a full refund of the purchase price.

Return shipping costs are the responsibility of the customer unless the return is due to our error (wrong item shipped, product defect, or damage during transit).

We cannot accept returns of used or opened shampoo bars for hygiene reasons, consistent with industry practice for cosmetic products (see Section 3 below for further explanation).

2.2 Damaged or Defective Products

If you receive a damaged, defective, or incorrect product, please contact us within 7 days of delivery at hello@theaurabath.com. Include your order number, a description of the issue, and clear photos showing the damage or defect.

We will:

• Issue a full refund (including shipping costs) or send a replacement at no additional cost; and

• Provide a prepaid return label for the defective item if required.

2.3 Opened or Used Products – Limited Partial Refund at Our Discretion

While opened shampoo bars are generally non‑returnable for hygiene reasons, we understand that you cannot always judge a product without trying it. If you have used the bar and find it genuinely unsuitable for your needs (e.g., unexpected allergy after a patch test, or the scent is significantly different from what you expected), please contact us. We may, on a case‑by‑case basis, offer a partial refund or store credit without requiring the return of the used item.

This is an ex gratia gesture of goodwill. Customers must not assume that a refund will be given for used products, as the primary hygiene‑based policy remains in effect.

3. Hygiene and Safety – Why We Do Not Accept Returns of Used Cosmetics

Shampoo bars are personal care products that come into direct contact with the skin and hair. Once a bar has been used, even once, it may be exposed to bacteria, mould, and other contaminants.

UK cosmetic regulations require that cosmetic products be safe for human health when used under normal or reasonably foreseeable circumstances. Accepting returns of used cosmetics and then reselling them would pose a potential microbiological safety risk. For this reason, returned used bars cannot be resold and must be disposed of, which is both commercially unsustainable and environmentally wasteful.

Our policy is therefore that used or unsealed shampoo bars are non‑returnable, unless the product is defective.

If you are uncertain whether a particular bar is right for you, we encourage you to:

• Review the full ingredient list (INCI) on each product page before purchasing; and

• Perform a patch test on a small area of skin 24 hours before first use.

These steps will help you make an informed purchase decision and avoid unnecessary returns.

We would like to note that this hygiene-based non-return policy for opened goods is also recognized under Chinese consumer protection law, as it reflects a global standard for protecting consumer health.

4. How to Initiate a Return

Step 1 – Contact us at hello@theaurabath.com within the applicable period (14 days for UK cancellation; 30 days for US returns; 7 days for defective claims). Please include:

• Your order number

• Product name(s) you wish to return

• Reason for return (change of mind, defect, damage, etc.)

• Photos if reporting damage or defect

Step 2 – We will respond within 2 business days with return instructions and, where applicable, a return shipping label.

Step 3 – Pack the item securely in its original packaging if possible. For UK customers exercising the statutory cancellation right, you must return the goods within 14 days of notifying us of cancellation.

Step 4 – Ship the return using the carrier and tracking method we specify (for defective claims and our error returns, we provide a prepaid label; for change‑of‑mind returns, you are responsible for return postage costs).

5. Return Address

Please contact us at hello@theaurabath.com for the correct return address. Return addresses may vary depending on your location (UK or US). Do not send returns to any address without first receiving return confirmation from us, as unauthorised returns may not be processed.

We strongly recommend using a trackable shipping method for all returns and keeping proof of postage. We are not responsible for return parcels lost in transit.

6. Exceptions and Non‑Returnable Items

The following items cannot be returned:

• Used or opened shampoo bars (unless defective)

• Products that have been deliberately damaged, misused, or altered after delivery

• Final sale / clearance items (clearly marked on the product page)

• Free promotional items or samples

7. Shipping Costs for Returns

For UK customers, we will also refund standard outbound delivery costs when you exercise your statutory cancellation right, as required by law. However, any premium or expedited shipping fees are non‑refundable. For US customers, outbound shipping costs are only refunded when the return is due to our error or a defective product.

8. Refund Processing Time

Once we receive your returned goods (or, for UK customers, once you provide proof of return), we will process your refund within 14 days. Refunds will be issued to your original payment method. Please allow 3‑7 business days for your bank or payment provider to reflect the refund in your account.

For UK customers: if we have not yet received the returned goods, we may withhold the refund until we receive them or until you supply evidence of having returned them (whichever is earlier).

For US customers: refunds for non‑defective returns will be issued after we receive and inspect the returned goods.

9. Model Cancellation Form (for UK Customers)

To exercise your statutory right to cancel under the Consumer Contracts Regulations 2013, you may complete and submit this form to hello@theaurabath.com:

To: The Aura Bath – hello@theaurabath.com

I/We [] hereby give notice that I/We [] cancel my/our [*] contract of sale of the following goods:

— Ordered on [] / received on []
— Product name(s): []
— Order number: []

Name of consumer(s): []
Address of consumer(s): []

Signature (only if this form is notified on paper): []
Date: []

[*] Delete as appropriate.

10. Disclaimers and Legal Notes

• This return and refund policy applies to purchases made directly through the The Aura Bath Shopify store only. Purchases made through third‑party retailers or marketplaces are subject to the return policies of those platforms.

• We reserve the right to update or modify this policy at any time. Any changes will be effective immediately upon posting on this page. The version in force at the time of your purchase governs your transaction.

• Nothing in this policy affects your statutory rights under applicable consumer protection laws, which cannot be excluded or limited by contract. In the event of any inconsistency between this policy and your statutory rights, your statutory rights prevail.

• For UK customers: we are a business based outside the UK. However, we voluntarily comply with the Consumer Contracts Regulations 2013 and the Consumer Rights Act 2015 for all UK consumer transactions.

• For US customers: we are in the process of completing compliance with the Modernization of Cosmetics Regulation Act 2022 (MoCRA) for all shampoo bar products sold in the United States. Product listings and facility registrations are being submitted within the required 120‑day window from the date of first marketing. If you have any questions about product safety or compliance, please contact us.

Contact us
The Aura Bath – hello@theaurabath.com

Last updated：May 2026