You have 14 days from the date of delivery to initiate a return, in line with UK and EU consumer regulations. Please contact us within this window — returns requested after 14 days may not be accepted unless covered under our 2-year warranty.

Items must be returned in their original, unused condition and in their original packaging. Items that have been assembled, used, or are missing original packaging may not be eligible for a full refund. If the item is being returned due to a fault or damage, this condition requirement does not apply.

Yes — please always contact us before returning any item. This ensures we can provide you with the correct return address for your region, confirm the return is eligible, and arrange free collection if applicable. Returning an item without prior authorisation may result in delays or the return being refused.

Change-of-mind returns are accepted within 14 days of delivery. In this case, the cost of return shipping is the customer’s responsibility. The item must be returned unused and in its original packaging. Once received and inspected, a refund will be processed to your original payment method within 5–7 working days.

We recommend using a tracked and insured shipping service for your return, as we cannot be held responsible for items lost or damaged in transit on their way back to us.

If you ordered the wrong configuration, please contact us within 14 days of delivery. We will arrange an exchange where possible. The cost of returning the original item is the customer’s responsibility for ordering errors. Once we receive the return, we will dispatch the correct item as quickly as possible.

For change-of-mind returns, we ask that items are returned unassembled and in original packaging where possible. If an item has been assembled and used, it may not be eligible for a full refund. However, if the item has a genuine fault or defect discovered after assembly, this does not affect your right to a return or replacement under our warranty.

In the unlikely event your furniture arrives damaged, please contact us within 48 hours of delivery with clear photographs of both the packaging and the item. Send to info@aurafurn.com or WhatsApp: +44 7414 618 744.

We will:

• ✅ Arrange a free collection from your address
• ✅ Send a free replacement as quickly as possible
• ✅ Or offer a full refund if preferred

You will never be asked to pay for return shipping in the case of transit damage.

If your item has a manufacturing defect or structural fault, please contact us with photographs and a description of the issue. We will assess the fault and arrange one of the following at no cost to you:

• ✅ Free collection and replacement
• ✅ Replacement parts if the fault is minor and repairable
• ✅ Full refund if a replacement is not available or preferred

Manufacturing defects are covered under our 2-year manufacturer’s warranty.

If you received an incorrect item, please contact us immediately with your order number and photographs of what you received. We will arrange a free collection of the incorrect item and dispatch the correct item as a priority. You will not be charged any additional costs.

If only part of your order (for example, the ottoman but not the chair) is damaged or faulty, we will arrange a replacement for the affected part only. You do not need to return the entire order. Please contact us with photographs of the affected item and we will resolve this promptly.

Once we have received and inspected the returned item, refunds are typically processed within 5–7 working days. The refund will be issued to your original payment method (credit/debit card, PayPal, etc.). You will receive a confirmation email once the refund has been processed. Please allow an additional 3–5 working days for the refund to appear in your account, depending on your bank or payment provider.

For returns due to genuine faults, damage, or incorrect items, you will receive a full refund including any original delivery charges paid.

For change-of-mind returns, you will receive a full refund of the item price. However, the cost of return shipping is not refunded as this is the customer’s responsibility.

Yes. Refunds are always issued to the original payment method used at checkout. If you paid by credit or debit card, the refund will be returned to that card. If you paid via PayPal, the refund will be returned to your PayPal account. We do not issue refunds via bank transfer or alternative methods unless agreed in exceptional circumstances.

If your refund has not appeared within 7 working days of receiving your refund confirmation email, please first check with your bank or payment provider as processing times can vary. If the issue persists, contact us at info@aurafurn.com or WhatsApp and we will investigate immediately.

Yes. We offer exchanges within 14 days of delivery. If you would like to exchange your Eames Lounge Chair, Eames Office Chair, or Barcelona Chair for a different leather colour, wood finish, size, or model, please contact us and we will do our best to accommodate your request.

For change-of-mind exchanges, the cost of returning the original item is the customer’s responsibility. We will dispatch the replacement item once the original has been received and inspected.

For change-of-mind exchanges, the customer is responsible for the cost of returning the original item. The replacement item will be dispatched free of charge once the return is received.

For exchanges due to a fault, damage, or error on our part, we cover all costs — collection of the original item and delivery of the replacement.

Once we receive the returned item and confirm it is in acceptable condition, we will dispatch the replacement within 1–3 working days. Delivery of the replacement follows our standard delivery timeframe of 5–7 working days to all destinations.

All Aura Furnitures products come with a 2-year manufacturer’s warranty from the date of delivery.

Covered under warranty:

• Structural frame defects (aluminium base, stainless steel frame)
• Manufacturing faults in leather upholstery or stitching
• Mechanical failure of swivel base, gas lift, or tilt mechanism under normal use
• Wood veneer shell defects (cracking, warping due to manufacturing fault)
• Rubber shock mount failure

Not covered under warranty:

• Accidental damage
• Damage caused by misuse or improper assembly
• Normal wear and tear over time
• Damage caused by exposure to direct heat, prolonged sunlight, or liquids
• Scratches or marks caused by sharp objects or metal buttons

To make a warranty claim, please contact us with:

• Your order number
• Clear photographs of the fault or defect
• A brief description of the issue

Send to info@aurafurn.com or WhatsApp: +44 7414 618 744. We will assess your claim and respond within 1 working day with a resolution.