Refund policy

Order Cancellation

For standard products, we may, at our discretion, accept non-fault returns or cancellation requests. Restocking or cancellation charges apply in these cases, and the buyer will be responsible for any transport costs.

We are unable to accept non-fault returns or cancellations for non-standard products. These products are made-to-order to the buyer's specifications, which makes them difficult to resell or repurpose. Therefore, we strongly advise you to carefully consider your order before completing it.

Return Process

To advise us of an issue, please contact us as follows:

Email: sales@auraacousticpanels.com
Telephone: 02476 010076

Damaged Products

In the unlikely event that you receive goods that are faulty in any way, you must report the damages within 24 hours (working days) of delivery with photographic evidence. We will then organise the collection of the damaged items(s) from you. Until this time, the products remain at your risk, and you should take reasonable care of them, including securing the packaging and storage of the goods to prevent further damage.

Following collection and inspection, a full refund will be issued if we are satisfied the goods have been damaged in transit or otherwise before delivery.

Missing Goods

If you receive your order and notice that some items are missing, please contact our customer support team within 48 hours (working days) of receiving your package. We will investigate the matter and do our best to locate the missing items.

It is the customers responsibility to ensure they do not sign for the delivery if it is clear the order is incomplete and that the delivery docket notes any shortages.

Please note that we may require additional information from you, such as photos or a description of the missing items, to process your claim.

Not what you ordered

If the products delivered to you do not fully correspond with the itemised description on your order, please notify us within 48 hours (working days) via email at sales@auraacousticpanels.com. We aim to respond to emails within one working day of receipt.

You are responsible for checking your goods before signing the delivery note.

Return Shipping

If a return is agreed upon by ourselves, we insist that all returned products be in their original packaging and not be used or damaged to avoid incurring any additional costs. We advise that the items be packaged adequately to avoid any harm during their return, as they will remain at the customer's own risk until we receive them.

All items will be checked upon return before the relevant action is taken.

Custom Products

We are unable to accept non-fault returns or cancellations for non-standard products. These products are typically custom-made to the buyer's specifications, making them difficult to resell or repurpose. Therefore, we strongly advise you to carefully consider your order before completing it.

Refunds

Once we receive the returned product and confirm that it meets our eligibility criteria, we can then issue a refund to your original payment method.

Late Delivery

We do not entertain any complaints, requests for compensation, or retrospective discounts, if your order is delivered later than agreed. Products of a bespoke nature are made to order and delays, although rare, do happen.

Need help?

Contact us at sales@auraacousticpanels.com for questions related to refunds and returns.