Refund Policy

Last updated: 5 October 2026

AURTRS is operated by AURORA FLOW INTERNATIONAL CO. LTD, a company registered in England and Wales (Company Number 16718348).

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30-Day Return Window

We accept returns within 30 days of the delivery date, worldwide. To be eligible for a return, your item must be:

• In its original condition and packaging
• Unused, with all accessories and parts included
• Accompanied by proof of purchase (order number or order confirmation email)

To start a return, email us at contact@aurtrs.com with your order number and the reason for the return. We will respond with return instructions within 1–2 business days.

Please do not send returns to our registered office address in the United Kingdom. We will provide a specific return address in our response.

Items That Cannot Be Returned

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

• Items that have been used, including any styling tool that has been plugged in or applied to hair
• Items damaged due to misuse, mishandling, or use with an incompatible power supply
• Items returned after the 30-day window without prior agreement
• Gift cards

This matters more than usual for hair styling tools. For electrical safety and hygiene reasons, a heated styling tool that has been used on hair cannot be resold, so we are unable to accept it back.

Return Shipping Costs

Customers are responsible for return shipping costs, except where the return is due to:

• A defective or faulty product
• An item that arrived damaged
• An incorrect item sent by us

In those cases, we will cover the return shipping cost, or provide a replacement or full refund without requiring the item to be shipped back.

Shipping costs paid on the original order are non-refundable.

Returns from outside our fulfillment region

Our products are dispatched from our manufacturing partner in China. Returning an item internationally to China is expensive — international tracked shipping for a styling tool typically costs $25–45, which is a significant portion of the product's price.

Because of this, in many cases a partial refund without returning the item is more practical for both sides. If you are unhappy with your purchase, contact us and we will offer this option where it applies.

You are never required to accept a partial refund in place of your statutory rights. If you are entitled to a full refund under the law of your country of residence, you may return the item and receive one.

Refund Processing

Once your return is received and inspected, we will notify you of approval by email.

• Approved refunds are issued to your original payment method
• Refunds are processed within 5–10 business days of approval
• The time for the refund to appear on your statement depends on your bank or card issuer; allow 5–10 additional business days

If your refund is approved, we will refund the full purchase price of the item. Original shipping charges are not refunded (shipping is free on all orders, so there is nothing to refund in most cases).

Damaged or Defective Items

If your item arrives damaged or develops a fault within the warranty period, please contact us within 30 days of delivery with:

• Your order number
• A description of the problem
• Photographs or a short video showing the issue

We will arrange a replacement or a full refund at no charge to you.

All AURTRS electrical products carry a 6-month manufacturer warranty covering defects in materials and workmanship from the date of delivery. This warranty does not cover damage from misuse, accidental damage, or normal wear.

Cancellations

You may cancel your order within 12 hours of placing it, before dispatch, for a full refund. Once an order has been dispatched, please follow the returns process above.

For orders that have not arrived within 30 days of the estimated delivery window, you may request a full refund.

Your Statutory Rights

Nothing in this policy affects statutory rights you have under the consumer protection laws of your country of residence.

Consumers in the European Union and the United Kingdom have a statutory right to withdraw from a distance purchase within 14 days of receiving the goods. Our 30-day policy is more generous and applies in addition to, not instead of, those rights.

Chargebacks

If you believe a charge on your account is incorrect, please contact us at contact@aurtrs.com before filing a dispute with your bank or card issuer. We can resolve most issues faster directly.

Contact Us

Email: contact@aurtrs.com

We aim to respond to all enquiries within 1–2 business days.