Cancellation & Returns
Cancellation
Subject to any rights or remedies you may have under the Australian Consumer Law:
(a) We may cancel an order after it has been accepted where we are reasonably required to do so in response to a supply shortage;
(b) You may not cancel an order after it has been accepted without our consent, which consent will only be granted in extremely limited circumstances at our discretion; and
(c) We will not under any circumstances consent to an order cancellation or provide any refund or exchange in respect of goods that are clearance products, floor stock products, or goods that have been customised to your preferences or are otherwise non-stock or bespoke products.
If we consent to the cancellation of your order, and your order contains stocked (non-customised) goods, we will provide you with a Store Credit less a 20% restocking fee to cover our administrative costs and expenses in handling and cancelling the order.
Change of mind returns
We want you to love the products you buy from Aura Flame. If you change your mind, you may return the product to us within 30 days of the date you received it and we will issue you with a store credit. Where exceptions apply, customers are notified on the product display page. Note, change of mind returns are different to returning a product under the Australian Consumer Law if the product is faulty.
You will be responsible for the shipping costs for a change of mind return, irrespective of any free, discounted or any other type of shipping promotion that may have been applicable at the time of your order. This includes any costs you incur for us shipping the product to you in the first place and the cost of shipping the product back to us.
You must lodge a return request via email (sales@auroflame.com.au). Alternatively, you can contact us with your name and order number and our Customer Care team will arrange the return for you.
Products returned for change of mind reasons must be in 'as-new' condition and packaged securely in the original packaging. This means you have not used, assembled, damaged, washed or laundered any of the products.
The following products cannot be returned due to a change of mind:
- Products described as "made to order / custom item"
- All forms of clearance items (i.e. any items labelled "clearance" on the site)
- Personalised items
- Seasonal products
- Gift Cards
- Items for commercial or non-domestic use
- Items assembled or installed by Aura Flame or our contractors upon delivery
Within 5 business days (in VIC) of receiving your return, and subject to confirming it is in 'as-new' condition, we will issue you with a store credit voucher via email in an amount equal to the price you paid for the product, less the cost to ship the product to you and any shipping costs incurred by us for you to return the product back to the warehouse.
Store credit voucher codes will be valid for one (1) year from the date of issue.
We will not accept returns delivered in person to our depots, offices or warehouse facilities.
To arrange a return, please go to contact us page to lodge a request.
Wrong product delivered
Very occasionally we may accidentally ship the wrong product to you. If you have received an incorrect product, let us know as soon as you can, ideally within 3 days of receiving your delivery. We will offer to send you the correct product and arrange for the pick-up and return of the incorrectly shipped product at no cost to you.
Faults and damages
If a product arrives and the packaging or the product itself is clearly and significantly damaged, you should take photos or video showing the damage, refuse to accept the delivery and contact us immediately.
If you notice after a product arrives that it is missing parts, is faulty, is defective or has been damaged during manufacturing, please take photos or video clearly illustrating the problem and contact us as soon as possible, ideally within 3 days of receiving your delivery.
