Refund policy
Last updated December 2025
We hope you love your Aureum London purchase but if something isn’t quite right, this policy explains how we handle returns and refunds.
1. Your right to change your mind
If you have changed your mind about your order, you can return eligible items within 14 days of the delivery date, provided that:
- The product is unused
- The original packaging is unopened and undamaged
- Any labels, seals or protective wrapping remain intact
Once we receive and inspect the item we will process a refund in line with this policy.
2. Products that cannot be returned
For safety and hygiene reasons we are unable to accept returns on:
- Used candles or diffusers
- Any item that has been lit, opened, tested or partially used
If a returned item is found to be used or not in resaleable condition, we may be unable to issue a refund and may return the item to you at your cost.
3. How to return an item
To arrange a return, please contact us at: hello@aureumlondon.com
Include your order number and details of the item you would like to return. We will then confirm the return address and any next steps.
Unless the item is faulty or we have made a mistake, you will be responsible for the cost of returning the product to us. We recommend using a tracked service and keeping your proof of postage. We cannot be held liable for items lost in transit to Aureum London.
4. Damaged, faulty or incorrect items
If your order arrives damaged, faulty or not as described, please contact us as soon as possible at: hello@aureumlondon.com
Include:
- Your order number
- A description of the issue
- Clear photos of the product and packaging (if applicable)
We will review this and, where appropriate, offer a replacement or a full refund, including any original delivery charges.
5. Refunds
Once we receive your returned item and confirm it meets the conditions above, we will:
- Issue your refund to the original payment method
- Process the refund within 14 days of receiving the return
Unless the product is faulty or incorrect:
- Original delivery charges will not be refunded
- Return postage costs are your responsibility
Nothing in this policy affects your statutory rights under UK consumer law.
