Terms and Conditions
TERMS OF USE
By accessing or using the Aura Hair UK website (www.aurahairuk.com), you agree to be bound by these Terms and Conditions of Use, applicable laws and regulations, and accept full responsibility for compliance with any local laws. If you do not agree with any of these terms, you are prohibited from using this site. All content and materials on this website are protected by applicable copyright and trademark law.
DISCLAIMER
All materials and content on the Aura Hair UK website are provided "as is." Aura Hair UK makes no warranties—express or implied—and disclaims all other warranties, including but not limited to implied warranties of merchantability, fitness for a particular purpose, or non-infringement of intellectual property or other rights.
Aura Hair UK makes no guarantees about the accuracy, results, or reliability of any information on the website or linked sites. We are not liable for any external fees, losses, or costs incurred beyond our website, including but not limited to customs fees, third-party disputes, or financial transactions initiated outside of our platform.
TERMS OF SALE
By placing an order with Aura Hair UK, you confirm that you have read, understood, and accepted our full Terms and Conditions. All sales are final unless otherwise stated.
Custom Orders & Wigs: Made-to-order/pre-order/custom units cannot be modified, cancelled, or exchanged once production begins.
Order Cancellations: If accepted, cancellations are subject to a 15% processing fee, at our discretion.
Fraudulent Activity: We pursue any fraudulent claims, chargebacks, or breach of terms through legal channels to recover funds.
Please ensure personal and shipping details are entered accurately. Once dispatched, we cannot alter delivery information. If a parcel is shipped to the wrong address due to incorrect input, the customer is liable for any redelivery costs.
Aura Hair UK is not liable for parcels requested to be delivered to an unattended location (e.g. "safe place" or pick-up point). Customers assume all responsibility for such deliveries.
DELIVERY
We partner with trusted couriers, including Royal Mail, DPD, DHL, FedEx, and USPS.
Standard Product Processing: 1–3 business days.
Custom & Pre-Order Items: Processing times are specified on each product page.
Once your order is confirmed, processing begins 30 minutes thereafter. No changes can be made after this point.
Shipping timeframes are in addition to processing times. Shipping confirmation and tracking will be sent to your email.
In case of loss or damage during transit, please contact the courier directly and inform us for support. Claims should be raised within 5 working days of the expected delivery date. We advise choosing door delivery over pick-up or safe-place options.
RETURNS & REFUNDS
We apply strict quality control to ensure you receive premium, raw hair. Due to the nature of our products, returns and exchanges are limited and only accepted under specific conditions:
Returns must be initiated within 14 days of delivery.
Items must be unused, in original condition with curl pattern intact, and lace uncut/untampered.
Items must be returned to our designated returns address (not the general mailing address).
No returns accepted for customised wigs, coloured hair, worn items, or any product altered from its original state.
Returns from outside the UK must be marked as "Return" to avoid import fees, which are the customer’s responsibility.
Unauthorised returns or those marked "Return to Sender" may be refused or charged a 15% handling fee plus any shipping fees.
If your return is approved following assessment, refunds or exchanges will be processed within 7–10 working days of receipt. Customers are responsible for return shipping costs and are advised to use a tracked service.
Refunds to original payment methods (vs. store credit) may incur a 4% processing fee and will exclude original shipping charges.
PAYMENT OPTIONS
We accept:
PayPal
Klarna (Coming Soon)
Clearpay (Coming Soon)
Payments are secure and subject to each provider’s buyer/seller protection terms. For Klarna, your personal information may be shared for the purpose of credit checks and eligibility.
Once an order is placed, you have 30 minutes to request changes or cancellations. After that time, your order enters processing and is non-refundable.
SUBSCRIPTIONS
Subscription services (where applicable) begin once your first payment is processed. You will be charged monthly unless cancelled. Cancelling within 14 days will entitle you to a full refund. After 14 days, your subscription will remain active until the end of the billing cycle.
CONTRIBUTIONS & USER CONTENT
By submitting content to Aura Hair UK—including reviews, images, videos, testimonials, and feedback—you grant us a perpetual, royalty-free license to use, adapt, publish, and distribute this content across digital and offline media platforms. This includes social media, marketing campaigns, and the website.
You confirm that you own or have permission to share all submitted content and that it does not violate any third-party rights.
We reserve the right to reject or remove any submissions that violate our standards.
SOCIAL MEDIA & COLLABORATIONS
When interacting with us on social platforms or participating in brand collaborations, you consent to our use of your content for marketing purposes. This includes images, videos, captions, or tags associated with #AuraHairUK or any branded campaign.
If you'd like your content removed, please email us at support@aurahairuk.com.
PRODUCT IMAGERY & DESCRIPTION
Images shown on our website and social media are for illustration only. Actual product color and appearance may vary due to lighting, screen displays, and natural differences in raw hair (e.g. slight greys, natural highlights).
Because all hair is sourced from individual donors, no two bundles are exactly the same in shade, density, or curl pattern. All measurements are approximate.
Prices include VAT (where applicable) and are subject to change without notice. Delivery costs are shown separately at checkout.
LIMITATIONS OF LIABILITY
Aura Hair UK is not liable for any damages resulting from the use or inability to use the website or products. Some jurisdictions do not allow certain limitations, so these exclusions may not apply in all cases.
THIRD-PARTY LINKS
We are not responsible for the content of any third-party websites linked from our site. Use of external links is at your own risk.
TERMS MODIFICATIONS
Aura Hair UK may revise these terms at any time without notice. By continuing to use the site, you agree to be bound by the current version of our Terms of Service.
CONTACT
For questions, concerns, or support, please contact us at:
📧 Email: support@aurahairuk.com
🌍 Website: www.aurahairuk.com
📍 Business Hours: Monday–Saturday, 10 AM – 6 PM (UK Time)