Refund policy

Returns & refunds

We want your Mastan Aura order to arrive as expected. Contact salesdepartment@mastanaura.com or WhatsApp +44 7832 398041 for help.

Damaged, faulty or incorrect goods

If your goods arrive damaged, faulty or different from their description, send your order number, affected product, delivery date and a description of the problem. Photographs can help us assess the issue, but a statutory claim is not automatically refused because photographs are unavailable. We will explain the appropriate refund, replacement or return arrangements. Do not post goods to a supplier without our return instructions.

Refund timeframe

For an eligible damaged-item claim, our service commitment is to refund within 15 business days after receiving your claim, or earlier where applicable law requires. Business days exclude weekends and public holidays. For UK consumers exercising a statutory right to reject faulty goods, refunds are made without undue delay and within 14 calendar days after we agree that a refund is due. We do not use our business-day timeframe to extend a legal deadline.

Refund method and charges

We refund to the original payment method unless you expressly agree to another lawful method. We do not charge a refund fee. We confirm when the refund is issued. Your payment provider may have its own posting time, which does not extend our legal obligations. For a qualifying faulty-goods return, we cover reasonable return costs required by applicable law and explain the arrangement before you return anything.

UK online cancellation rights

For eligible UK online purchases, notify us of cancellation within 14 calendar days after delivery. You then have a further 14 calendar days to return the goods. We refund within the applicable statutory period, including standard delivery costs where required. Any lawful product-specific exception, such as certain personalised or unsealed hygiene goods, will be disclosed before purchase and does not remove rights relating to faulty or misdescribed goods.

Information needed for a refund request

We ask for your name, order number, email, WhatsApp contact number, affected item and issue description. Our online form requires a WhatsApp number for direct follow-up. If you cannot use WhatsApp or the form, contact us by email instead; your statutory rights do not depend on having WhatsApp. Do not provide bank details unless an alternative refund method is agreed and we provide a secure way to supply them.

Card payments and your information

Checkout may request your name, email or phone contact, billing and delivery addresses, and order information. The payment provider may request cardholder name, card number, expiry date, security code and any authentication required by your bank through its secure payment interface. Mastan Aura does not ask you to send full card numbers, CVV, PIN, OTP or banking passwords through email, WhatsApp or refund forms. Our store records may include payment status, transaction references and masked payment identifiers provided by the payment service, rather than full card credentials.

We use information to process orders, deliver goods, provide support, prevent fraud and administer refunds. Necessary information may be processed by Shopify, payment providers, fulfilment partners, couriers and service providers, or disclosed where law requires. Card credentials must not be sent to a supplier or courier. We do not sell your payment card details. Access should be limited to authorised people and services with a legitimate need. Our Privacy Policy explains the wider handling of personal information.

Your legal rights

This policy does not exclude or reduce any mandatory consumer rights. Where local law provides greater protection or a shorter refund deadline, those requirements apply.