Refund policy

Last updated: 21 October 2026

Our Approach

We ship our artificial jewellery from India to customers in Australia, the USA, the UK and Canada. Because international return shipping is very costly, we usually do not need you to send items back. If something is wrong with your order, we will fix it with a replacement or store credit, and a refund where the law requires it.

All prices and credits are in Australian dollars (AUD).

Your Rights Under Australian Consumer Law

Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure, and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure. Nothing in this policy limits those rights.

Cancelling an Order

You can cancel your order for a full refund (Except 5% deduction of Payment Processing Fee) to your original payment method any time before it is dispatched. Contact us as soon as possible with your order number. Once an order has been dispatched, it cannot be cancelled.

Inspect Your Order

Please inspect your order as soon as it arrives. We recommend contacting us within 7 days of delivery so we can resolve any issue quickly while the evidence is fresh. If you find a problem later, please still contact us and we will assess your claim fairly.

When You Can Make a Claim

You can make a claim if you receive an item that is:

  • Damaged
  • Faulty or defective
  • Incorrect (different from what you ordered)
  • Significantly different from its description

How to Make a Claim

  1. Record a clear, continuous unboxing video, starting from the sealed parcel. Show the shipping label, the opening of the package, and the item with the problem. If the outer packaging is visibly damaged, please photograph it before opening.
  2. Email us at info@aoora.co or WhatsApp us at +91-9251211370. Please include your order number, the unboxing video and a short description of the issue.
  3. We will review your claim and reply within 2 business days. If we need more photos or details, we will let you know.

If you cannot provide a video, please contact us anyway and explain. We will do our best to help.

How We Resolve Your Claim

Once your claim is approved, we will offer one of the following:

  • Replacement: we send you a new item at no cost to you, including shipping.
  • Store credit: we issue credit equal to the full amount you paid for the affected item(s), plus a 5% bonus, in AUD. Credit is issued within 3 business days of approval.
  • Refund: if the problem is a major failure, you may choose a refund to your original payment method instead. Refunds are processed within 10 business days of approval.

You do not need to send the item back to us. Please do not post any items to us without approval, as we cannot accept parcels sent without prior approval.

We do not charge restocking fees. If an item is faulty, any delivery fee you paid for that item is included in your remedy.

About Store Credit

  • Store credit never expires.
  • It can be used on any product in our store.
  • It cannot be exchanged for cash (except where you are entitled to a refund under the law) and cannot be transferred to another person.

Change of Mind

Because of international shipping costs, we are unable to accept returns, exchanges or refunds for change of mind, wrong size, or colour or style preferences. This does not affect your rights for faulty, damaged or incorrect items.

Not Covered

The following are not considered faults:

  • Slight colour or finish differences caused by photography, lighting or screen settings
  • Normal wear and tear, or damage caused after delivery by misuse, accident or improper care
  • Items that have been altered, resized or modified after delivery

925 Sterling Silver Jewellery

All 925 silver jewellery is quality-checked before dispatch. Natural oxidation or tarnishing from exposure to air is normal and is not a defect. If a silver item arrives damaged or defective, please make a claim as described above. Items that show signs of wear, polishing, chemical exposure or oxidation after use are not covered. To maintain shine, store silver jewellery in an airtight pouch.

Shipping, Delays and Lost Parcels

  • We provide tracking for all orders. Estimated delivery times are shown at checkout and are not guaranteed.
  • Please make sure your delivery address is correct. We are not responsible for parcels delivered to an incorrect address provided at checkout.
  • If your parcel is lost or has not arrived within a reasonable time after the estimated delivery date, contact us and we will investigate with the courier and offer a replacement or refund.
  • Customs duties, import taxes and local fees, where applicable, are the responsibility of the customer unless stated otherwise at checkout.

Claim Verification

To keep this policy fair for everyone, we may ask for additional photos or information to verify a claim. We allow one claim per item per order. If we suspect fraudulent or repeated abuse of this policy, we may decline the claim. This does not affect your statutory rights.

Contact Us

Email: info@aoora.co WhatsApp: +91-9251211370 (available for customers in Australia, the USA, the UK and Canada)

We aim to reply within 2 business days.