At Aura Hearth, we are committed to providing a secure and transparent shopping experience for all our customers. As a company registered in the United Kingdom, we operate in compliance with both UK consumer protection laws and the e-commerce regulations of the United States, primarily enforced by the Federal Trade Commission (FTC). Our commitment is to ensure you feel confident and protected with every purchase you make from our store.
We stand behind the quality of our products and the integrity of our service. Our Buyer Protection Policy covers you in the following situations:
Item Not Received: If your order does not arrive within the estimated delivery time frame, we will work with our shipping partners to locate your package. If it is confirmed lost in transit, we will issue a full refund or send a replacement at no extra cost.
Item Not as Described: We strive to provide accurate product descriptions and high-quality images. If the item you receive is significantly different from what was shown on our website (e.g., incorrect color, size, or material), you are entitled to a full refund or a replacement.
Damaged or Defective Goods: If your item arrives damaged or is found to be defective, please contact us immediately. We will arrange for a return or replacement and cover all associated shipping costs.
Unauthorized Charges: If you notice any unauthorized charges from our store on your payment method, please notify us immediately. We will investigate the issue and assist you in resolving the matter with your bank or credit card company.
If you encounter any of the issues above, please follow these steps to file a claim:
Contact Us: Please email our customer support team at [Destek E-posta Adresiniz] within [Örneğin, 14 gün] of receiving your order.
Provide Information: In your email, include your order number, a detailed description of the problem, and clear photos or a video of the issue if applicable.
Resolution: Our team will review your claim and respond within [Örneğin, 2-3 iş günü] with a proposed solution, which may include a full or partial refund, a replacement, or instructions for returning the item.
With sites in 5 languages, we ship to over 200 countries & regions.
Pay with the world’s most popular and secure payment methods.
Our Buyer Protection covers your purchase from click to delivery.
Round-the-clock assistance for a smooth shopping experience.
