Returns & Refunds

We want you to love your batana oil. If something is wrong, here is exactly how it works under UK consumer law.

Your 14-day right to cancel

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days of receiving it, for any reason. You do not have to give a reason.

To cancel, email us at info@aurorahairnbeauty.co.uk with your order number and we will send you return instructions. You then have a further 14 days to send the product back.

Important: hygiene exception

Cosmetic products are sealed for hygiene reasons. Under the Consumer Contracts Regulations 2013, regulation 28(3), you lose your right to cancel if you have opened a sealed product where the seal has been broken (because it cannot be resold for hygiene reasons).

This means: if your jar is unopened and the seal is intact, you can return it for a full refund. If you have already opened it, the 14-day cancellation right no longer applies. Your statutory rights under the Consumer Rights Act 2015 (faulty or misdescribed goods) are not affected by this.

Damaged or faulty products

If your jar arrives damaged, leaking, or is faulty in any other way, you have the right to a refund, replacement, or repair under the Consumer Rights Act 2015. This applies regardless of whether the seal has been broken.

Email us within 14 days of delivery at info@aurorahairnbeauty.co.uk with your order number and a photo of the damage. We will arrange a replacement or full refund (including return postage if applicable) at no cost to you.

How to return an item

• Email info@aurorahairnbeauty.co.uk with your order number and reason
• We will reply with the return address and instructions
• Pack the product securely (in original packaging if possible) and send it back via tracked post
• We recommend using Royal Mail Tracked or similar — please keep your proof of postage

Return postage

For 14-day cancellations: you pay return postage.
For damaged or faulty items: we cover return postage.

Refund timeline

Once we receive your returned item and confirm it meets the criteria above, we will issue your refund within 14 days via the original payment method. Refunds usually appear in your account within 5–10 working days after we process them, depending on your bank.

If we do not receive the returned item, we cannot process a refund.

Questions

Email info@aurorahairnbeauty.co.uk or message us on WhatsApp. We aim to reply within 1 working day.