Return and Refund Policy
Last updated: 25 August 2026
At Aura Living, we want you to be happy with your purchase. If there is an issue with your order or product, please contact us and we will do our best to assist.
This policy explains our approach to returns, refunds, exchanges and faulty or damaged products.
Nothing in this policy limits or excludes any rights or remedies you may have under the Consumer Guarantees Act 1993, the Fair Trading Act 1986, or any other applicable New Zealand law.
1. CHANGE OF MIND
Aura Living does not accept returns or provide refunds or exchanges for change-of-mind purchases.
Please carefully review your order and product selection before completing your purchase.
This does not affect your rights under New Zealand consumer law where a product is faulty, damaged, unsafe, not of acceptable quality, does not match its description, or otherwise does not meet the guarantees required by law.
2. FAULTY OR DEFECTIVE PRODUCTS
If you receive a product that is faulty, defective, unsafe or does not work as reasonably expected, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the issue
- Photos or videos showing the issue, where appropriate
We may ask for additional information to help us assess the problem.
Depending on the circumstances and your rights under the Consumer Guarantees Act, we may provide an appropriate remedy, which may include a repair, replacement or refund.
The remedy available will depend on the nature and seriousness of the issue and the requirements of New Zealand consumer law.
3. DAMAGED PRODUCTS
If your product arrives damaged, please contact us as soon as possible.
Please provide photographs of the damaged product and packaging, along with your order number.
We will assess the issue and work with you to resolve it.
Where a product has been damaged during delivery and you are entitled to a remedy under New Zealand consumer law, we will provide the appropriate remedy.
4. INCORRECT PRODUCT
If you receive a product that is different from the product you ordered, please contact us as soon as possible.
We will arrange an appropriate solution, which may include sending the correct product or providing a refund.
Where the incorrect product was sent due to an error by Aura Living, we will cover the reasonable return and replacement shipping costs.
5. PRODUCTS DAMAGED THROUGH MISUSE
A product may not be eligible for a remedy where the issue has been caused by misuse, accidental damage, improper installation, failure to follow supplied instructions, normal wear and tear, or use outside the product’s intended purpose.
This does not affect any rights you may have under the Consumer Guarantees Act.
6. REFUNDS
Where a refund is approved, it will generally be made using the original payment method.
Refund processing times may vary depending on your bank or payment provider.
We will process approved refunds as soon as reasonably practicable after the relevant product has been returned and assessed, where a return is required.
7. EXCHANGES
Aura Living does not provide exchanges for change-of-mind purchases.
Where a product is faulty, damaged, defective or incorrect, an exchange or replacement may be provided where appropriate and in accordance with applicable New Zealand consumer law.
8. RETURN SHIPPING
Where a product is faulty, damaged, defective or incorrect, Aura Living will cover reasonable return shipping costs where required by law.
We may provide return instructions or arrange the return with you.
Please do not send a product back to us without contacting us first and receiving return instructions.
9. HOW TO REQUEST A RETURN OR REFUND
To report an issue with your order or request a remedy, please contact us at:
Email: team.auraliving@gmail.com
Please include:
- Your full name
- Order number
- Product name
- Description of the issue
- Photos or videos, where relevant
We will review your request and advise you of the next steps.
10. CONSUMER GUARANTEES ACT
The Consumer Guarantees Act 1993 provides consumers with important rights when purchasing goods and services in New Zealand.
Depending on the circumstances, these rights may include guarantees that products are of acceptable quality, fit for their intended purpose, match their description and are reasonably durable.
If a product does not meet these guarantees, you may be entitled to an appropriate remedy, such as a repair, replacement or refund.
Nothing in this Returns and Refund Policy is intended to remove, restrict or limit any rights or remedies you have under the Consumer Guarantees Act or other applicable New Zealand law.
11. CONTACT US
If you have any questions about returns or refunds, please contact us.
Aura Living
Email: team.auraliving@gmail.com
We will endeavour to resolve genuine product issues fairly and promptly.