Refund policy

Return & Refund Policy

Last updated: 13 August 2026

Scope: This policy applies to purchases made from Elm Aura’s online store at elmaura.co.uk by consumers in the United Kingdom.

1. Summary (quick overview)

You have statutory rights if goods are faulty, not as described, or unfit for purpose (Consumer Rights Act 2015).
For most online purchases you have a 14‑day right to cancel (Consumer Contracts Regulations 2013).
Elm Aura will pay return postage only for faulty goods. For change‑of‑mind returns you are responsible for return postage.
Some items (see Section 3) may be exempt from the right to cancel.

2. Contact for returns and faults

To start a return or report a problem, email sales@elmaura.co.uk with:

Order number;
Item(s) you wish to return;
Reason for return;
Photos if the item is damaged or faulty.

We aim to respond to return requests within 48 hours on business days.

3. Right to cancel (14‑day cooling‑off period) and exceptions

Cancellation window: For most goods you may cancel within 14 days starting the day after you (or a third party you nominate) receives the goods.
How to cancel: Notify us by email at sales@elmaura.co.uk or via our returns form. Include your order number and the items you wish to return.
Returning goods: After cancellation you must return the goods within 14 days (unless we offer to collect). You are responsible for return postage costs unless the goods are faulty or we have agreed otherwise. We recommend using a tracked service and keeping proof of postage.
Refund timing: We will refund you within 14 days of receiving the returned goods or of receiving evidence that you have returned the goods (e.g., tracking number), whichever is earlier. Refunds will be made using the same payment method used for the original transaction unless otherwise agreed.

Exceptions to the right to cancel (no automatic right to return for change of mind once delivered):

Sealed hygiene items that have been unsealed after delivery (for example, certain sealed diffuser refills or sealed personal‑care items).
Goods which cannot be returned for health or hygiene reasons once unsealed (e.g., certain essential oil blends in sealed packaging once opened). If a product page states a specific non‑returnable status, that will apply.

4. Faulty, damaged or misdescribed goods (Consumer Rights Act 2015)

If an item is faulty, damaged in transit, or not as described, contact sales@elmaura.co.uk as soon as possible with photos and your order number.
Remedies: You may be entitled to a repair, replacement or refund depending on the circumstances. If a fault is reported within 30 days of delivery you may have a short‑term right to reject and obtain a full refund. For faults discovered later, you may be entitled to repair or replacement.
Return postage for faulty goods: If the goods are faulty we will cover reasonable return postage costs. We will advise whether to return the goods to Elm Aura or to the supplier/wholesaler where applicable. We will reimburse agreed return postage costs promptly after we confirm the return method.

5. How refunds are calculated

Refunds include the original cost of the goods and any standard delivery charges paid at purchase (unless you chose a more expensive delivery option and the goods were delivered using a cheaper method).
We will not refund additional costs you incur for returning the goods unless the goods are faulty and we have agreed to reimburse return postage.
If the goods have been used beyond what is necessary to establish their nature, characteristics and functioning, we may deduct an amount for diminished value. We will explain any deduction before issuing the refund.

6. Returns process (step‑by‑step)

Email sales@elmaura.co.uk with order number, reason for return and photos if relevant.
We will confirm whether the item is eligible for return and provide return instructions and an address.
Pack the item securely and return it using a tracked service (we recommend obtaining proof of postage).
Once we receive and inspect the item we will process your refund or replacement within 14 days.

7. Exchanges

We do not offer automatic exchanges. If you want a different size, colour or product, please place a new order and return the original item for a refund (subject to this policy). If you would like us to exchange an item, contact us and we will advise whether an exchange is possible.

8. International returns and duties

If you are outside the UK, you are responsible for return postage and any customs duties or taxes incurred. We will refund the cost of the goods (subject to inspection) but not international return postage unless the goods are faulty.

9. Products with safety or hygiene considerations

Some Elm Aura products (for example, candles, diffusers and essential oils) may be subject to safety, hygiene or regulatory considerations:

Opened sealed items: If a sealed hygiene or safety item has been unsealed after delivery it may be non‑returnable for change of mind. We will state any non‑returnable status on the product page.
Safety instructions: Customers must follow product safety and care instructions (labels, packaging and product pages). Failure to follow safety instructions may affect your right to a refund for damage caused by misuse.
Hazardous substances: If any product contains flammable liquids or other hazardous substances (for example, certain essential oil blends or solvent‑based fragrance oils), we must comply with applicable labelling and transport rules. Please see Section 11 (Information we may need from you).

10. Third‑party suppliers and wholesalers

Some product images and product fulfilment may come from third‑party suppliers or wholesalers. If a product is faulty and was supplied by a wholesaler, we will liaise with the supplier to resolve the issue. Elm Aura remains your primary point of contact and will handle the returns process unless we advise otherwise.

11. Complaints and dispute resolution

If you are unhappy with how we handle a return, contact sales@elmaura.co.uk. We aim to resolve complaints within 14 days. If we cannot resolve your complaint you may be able to use an Alternative Dispute Resolution (ADR) scheme or the courts. For cross‑border EU purchases, the EU Online Dispute Resolution (ODR) platform may be available.