Refund Policy
At AuroraPlain, customer satisfaction is our top priority. We understand that sometimes, things don't go as planned, and you may need to return an order. Our refund policy, outlined below, addresses various scenarios in which a refund may be requested. This policy applies to all purchases made through our website, auroraplain.sbs.
Incorrect or Damaged Orders
If you receive an order that is incorrect or damaged upon delivery, please contact us immediately at +44 20 7946 0958. You will be asked to provide photographic evidence of the issue. If we are at fault, we will provide a full refund to your original payment method or arrange for a replacement order, whichever you prefer. Claims for incorrect or damaged orders must be made within 24 hours of receiving your delivery.
Order Cancellation
If you wish to cancel your order, you must do so before it has been dispatched. Since we aim to prepare and dispatch orders quickly, cancellations must be requested within 30 minutes of placing the order. You can cancel an order by calling us at +44 20 7946 0958. If the order has not been dispatched, we will cancel it and issue a refund of the full amount in £.
Non-Delivery
In the event that your order does not arrive, please contact us at +44 20 7946 0958. If it is determined that we are responsible for the non-delivery, we will offer you a choice of either a full refund in £ or a replacement order.
Dissatisfaction with Product Quality
We take pride in the quality of our products. However, if you are not satisfied with the quality of your order upon delivery, please reach out to us at +44 20 7946 0958 within 2 hours of receipt. We will consider your complaint and, depending on the circumstances, may offer a partial refund, a full refund, or a voucher for a future purchase.
Late Delivery
If your order arrives later than the estimated delivery time, please inform us. While we cannot control every factor that might cause a delay, we will assess the situation. If the late delivery is due to our error, we may offer a discount on your next order or a partial refund as compensation.
Returns
Due to the perishable nature of our products, we do not accept physical returns. However, your satisfaction is important to us, and we encourage you to contact us if there are any issues with your order.
Process for Refund Claims
To make a refund claim, please take the following steps:
- Contact us at +44 20 7946 0958 within the relevant time frame outlined above.
- Provide your order number and the reason for your refund request.
- Follow any instructions provided by our customer service team to document the issue, if necessary.
- Allow us 3-5 business days to process your request once it has been approved.
Contact Information
For any questions or concerns regarding this refund policy or to make a refund request, please contact us at +44 20 7946 0958. Our customer service team is available to assist you.
Our mailing address is:
AuroraPlain43 Bedford Street, Westminster,
London, WC2E 9HA, United Kingdom
This Refund Policy was last updated on March 1, 2023.