Refund & Returns Policy
Last updated: 2026
At Aurora Baby, we want you to be completely happy with your purchase. This policy is written in accordance with UK consumer law, including the Consumer Rights Act 2015 and the Consumer Contracts Regulations 2013.
Your Legal Rights
Under UK law, you have the right to cancel your order for 14 days after receiving your item(s) without giving any reason (the “cooling-off period”). This policy does not affect your statutory rights regarding faulty, damaged, or misdescribed goods.
Items That Cannot Be Returned (UK Law Exemptions)
Under UK law, certain items are exempt from the right to cancel. We do not accept returns on the following items unless they are faulty:
Perishable goods (e.g., food, flowers, newspapers, magazines).
Intimate or sanitary goods (e.g., face masks, underwear, swimwear if the hygiene seal is broken).
Hazardous materials or flammable liquids/gases.
Downloadable software or digital products (once access has been granted).
Personalised or custom-made items (e.g., engraved jewellery, bespoke clothing).
Gift cards.
Sealed audio, video, or software products (e.g., CDs, DVDs, video games) where the seal is broken.
Faulty, Damaged, or Incorrect Items
Under UK law, if your item is faulty, not as described, or does not match the sample shown, you have the following rights:
Up to 14 days: You can claim a full refund.
14 days to 6 months: You must give us one chance to repair or replace the item. If that fails, you can claim a refund (may deduct for usage).
6 months or more: You may need to prove the fault existed at the time of delivery.
Late or Missing Refunds
If you haven’t received a refund after 14 days of our approval:
Check your bank account again.
Contact your credit card/debit card company – refunds can take several business days to post.
Contact your bank – processing times vary.
If you’ve done all of this and still have not received your refund, please contact us at contact@aurorababy.uk
Sale Items
Faulty sale items: Must be refunded in accordance with UK law.
Change of mind on sale items: Only regular-priced items may be refunded for change of mind. Final sale or clearance items (marked “non-returnable”) cannot be refunded unless faulty.
Exchanges
We only exchange items if they are defective, damaged, or the wrong size (where size exchange is offered). To exchange an item:
Email us at contact@aurorababy.uk with your order number and the item you need.
We will send the replacement item free of standard shipping charges.
Conditions for Returns (Non-Faulty Items)
To be eligible for a return (change of mind), your item must be:
Unused and in the same condition that you received it.
In its original packaging (including tags, manuals, and accessories).
Accompanied by a receipt or proof of purchase.
Partial Refunds (Where applicable)
Partial refunds may be granted in the following situations:
Books or items with obvious signs of use (beyond merely opening packaging).
Any item not in its original condition, damaged, or missing parts for reasons not due to our error.
Any item returned more than 14 days after delivery (but within your statutory rights).
How to Return an Item
To complete your return, please contact us at contact@aurorababy.uk
with your order number and reason for return.
Do not send your purchase back to the manufacturer.
We will provide you with a returns address and a returns authorisation number.
Refunds (Non-Faulty / Change of Mind)
Once we receive and inspect your return, we will email you to confirm receipt and whether your refund is approved.
If approved, your refund will be processed within 14 days (as required by UK law), and a credit will automatically be applied to your original method of payment.
Shipping Returns (Your Responsibility)
To return your product, send us an email: contact@aurorababy.uk
You are responsible for paying your own shipping costs for returning non-faulty items. We recommend using a trackable shipping service or purchasing shipping insurance for high-value items. We cannot guarantee we will receive your returned item otherwise.
Shipping costs
Original outbound shipping costs are non-refundable.
You are responsible for paying return shipping costs for change-of-mind returns.
The cost of return shipping will be deducted from your refund unless the item is faulty or incorrect.
Gifts
If the item was marked as a gift and shipped directly to you, you will receive a gift credit for the value of your return.
If the item was not marked as a gift (or the gift giver shipped it to themselves first), we will send the refund to the gift giver.
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