RETURN AND REFUND POLICY

Last Updated: October 16, 2026

At Aura Jewel Hub, we want every order to arrive ready to become part of your everyday surroundings. Our decorative trays are selected to bring a refined finishing touch to surfaces, our coasters are designed to make everyday moments more enjoyable, and our phone stands are intended to keep devices conveniently within reach.

We understand, however, that an online purchase may occasionally not work out as expected. This Return and Refund Policy explains how cancellations, returns, refunds, damaged products, incorrect orders, and other return-related matters are handled.

This Policy is intended to operate in accordance with applicable UK consumer-protection legislation. Nothing in this Policy limits or removes a consumer right that cannot lawfully be limited or removed.

1. Statutory Consumer Rights

Customers purchasing as consumers benefit from statutory protections under applicable UK law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

Where a product is faulty, misdescribed, not of satisfactory quality, or otherwise fails to meet the applicable statutory requirements, you may have legal remedies regardless of any voluntary return procedure described below.

2. Your 14-Day Cancellation Right

For qualifying online purchases, you generally have the right to cancel your contract without giving a reason.

For goods contracts, the normal cancellation period ends 14 days after the day on which you, or a person you nominate other than the carrier, physically receive the goods. Where one order contains several products delivered on different dates, the period generally runs from receipt of the final product.

To cancel, you simply need to communicate your decision clearly to us within the applicable cancellation period. You do not have to use a particular form, although a clear written notice is recommended for your records.

3. How to Request a Cancellation

Please contact:

Aura Jewel Hub
Attn: BRIGHTON KIPKEMOI
2A Park Road North
Chiswick, London
W4 4QE
United Kingdom

Email: [email protected]

Please include, where available:

• Your full name;

• Order number;

• Date of purchase;

• Product name;

• Date the goods were received; and

• A clear statement that you wish to cancel.

You may write the cancellation notice in your own words. What matters is that your intention to cancel is clear.

4. Returning the Goods

After informing us of your cancellation, you should send the goods back without undue delay and generally within 14 days of communicating your cancellation.

Unless the goods are faulty, incorrect, misdescribed, or another legal rule applies, the direct cost of returning goods following a change-of-mind cancellation may be your responsibility where this was properly disclosed before purchase.

Please package products securely. Decorative trays, coasters, and phone stands can be susceptible to scratching, cracking, bending, or other damage if returned without suitable protection.

5. Product Handling

You may examine an item to establish its nature, characteristics, and functioning in much the same way that you could reasonably examine it in a shop.

If an item has been handled beyond what is reasonably necessary and its value has consequently been reduced, applicable UK law may permit a deduction reflecting that reduction in value.

This does not mean that a product must be completely unopened simply to exercise a statutory cancellation right.

6. Refunds Following Cancellation

Once a valid cancellation has been exercised, we will reimburse applicable payments in accordance with the statutory timetable.

For a sales contract where we have not offered to collect the goods, reimbursement is generally due no later than 14 days after the earlier of:

• The day we receive the returned goods; or

• The day you provide evidence that you have sent them back.

Where legally required, refunds will be made using the original payment method unless you expressly agree to another method. We will not charge a separate fee for processing a statutory reimbursement.

7. Original Delivery Charges

Where a statutory cancellation applies, applicable delivery charges will generally be reimbursed up to the cost of the least expensive standard delivery option offered by us.

If you selected a premium or enhanced delivery option that cost more than our least expensive standard option, the additional amount generally does not have to be reimbursed.

8. Faulty or Damaged Products

If your product arrives damaged, defective, or otherwise fails to meet the standards required by UK consumer law, please contact us promptly.

We may ask for photographs or other information to help us understand what happened. This is intended to assist our investigation and does not remove your statutory rights.

Depending on the circumstances, applicable remedies may include repair, replacement, price reduction, or refund.

9. Incorrect Products

If you receive a product different from the one you ordered, please contact us with your order number and details of the item received.

Where the error is ours, we will work with you to arrange an appropriate resolution in accordance with applicable law.

10. Exchanges

We may offer exchanges at our discretion where stock permits.

However, an exchange arrangement does not replace or restrict any statutory remedy you may have.

If you would like a different product instead of a refund, please contact us before returning your item.

11. Refund Processing

Once we have approved and initiated your refund, the actual time for funds to appear in your account may depend on your bank, card issuer, or payment provider.

If a reasonable processing period has passed and the refund has not appeared, please contact us so that we can investigate.

12. Items Subject to Legal Exceptions

Some types of goods can fall within statutory exceptions to cancellation rights under UK law.

If a particular product or transaction is subject to such an exception, the applicable exception will apply. We will not rely on an exclusion where UK law does not permit us to do so.

13. Business and Return Address

Aura Jewel Hub
2A Park Road North
Chiswick, London
W4 4QE
United Kingdom

Return Contact: BRIGHTON KIPKEMOI
Email: [email protected]

14. Policy and Statutory Rights

This Policy is intended to complement, rather than replace, your statutory consumer rights.

Where a provision of this Policy conflicts with a mandatory requirement of UK law, the mandatory legal requirement will prevail.