Refund policy

Return & Refund Policy

At SmileAura, we want you to shop with confidence. If you're not completely satisfied with your purchase, we're here to help.

30-Day Returns

We offer a 30-day return policy, which means you have 30 days from the date you receive your order to request a return.

To be eligible for a return, your item must:

  • Be unused and in the same condition as when you received it.
  • Be returned in its original packaging with all accessories included.
  • Be accompanied by your order confirmation or proof of purchase.

How to Start a Return

To request a return, please contact our Customer Support team at support@smile-aura.co.uk.

Please include:

  • Your order number
  • Your reason for the return
  • Photos of the item if it is damaged or faulty

If your return is approved, we will provide detailed return instructions, including the return address. Returns sent without prior authorisation may not be accepted.

Order Cancellations

Orders may be cancelled within 30 minutes of being placed, provided they have not entered our fulfilment process.

To request a cancellation, please contact us immediately at support@smile-aura.co.uk.

Once an order has been processed or dispatched, it can no longer be cancelled. You may still request a return after delivery if your order meets our return eligibility requirements.

Damaged, Faulty or Incorrect Items

Please inspect your order upon arrival.

If you receive:

  • A damaged item
  • A faulty product
  • An incorrect item

Please contact us within 48 hours of delivery with photographs of the product and packaging. We will investigate the issue and arrange a suitable resolution, such as a replacement or refund where appropriate.

Non-Returnable Items

For hygiene and safety reasons, we cannot accept returns of:

  • Products that have been used.
  • Products that are not in their original condition.
  • Products that are damaged due to misuse or improper handling.
  • Items returned without their original packaging (unless faulty).

This does not affect your statutory rights under UK consumer law.

Refunds

Once we receive and inspect your returned item, we will notify you by email regarding the status of your refund.

If approved, your refund will be issued to your original payment method.

Please allow 5–10 business days for your payment provider or bank to process the refund after it has been issued.

Late or Missing Refunds

If you have not received your refund after the expected processing period:

  1. Check your bank account again.
  2. Contact your credit card provider, as refunds can take time to appear.
  3. Contact your bank for an update.

If you have completed these steps and still have not received your refund, please contact us at support@smile-aura.co.uk.

Return Shipping Costs

Unless the item is faulty, damaged, or sent in error, customers are responsible for the cost of returning items.

Original shipping charges are non-refundable unless the return is due to our mistake or a faulty product.

For returns of higher-value items, we recommend using a tracked delivery service, as SmileAura cannot be held responsible for returns lost in transit.

Exchanges

We currently replace items only if they arrive damaged, defective, or incorrect.

If you require a replacement, please contact our Customer Support team with your order details and supporting photographs.

Contact Us

If you have any questions regarding returns or refunds, please contact us:

Email: support@smile-aura.co.uk

Our team will be happy to assist you.