Exchange & Refund Policy

We want every AURA product to bring you joy. If for any reason it doesn’t, we’re here to help.

Eligibility:

• Exchanges are accepted for unused, unopened, non-custom items.

• Refunds are issued to the original card of purchase only.

• Final-sale items include:

  • Custom-made products

  • Gift-of-Scent Experience purchases

  • E-Gift Certificates

In-Studio Exchanges & Refunds:

• Eligible online or in-store purchases may be exchanged or returned at our Chicago studio.

• Please bring:

  • Your receipt or order confirmation

  • A valid ID

• In-studio returns are processed immediately to the original payment method.

Damaged Items (Shipped Orders Only):

• If your shipped item arrives damaged or defective, email support@auracandlebar.com within 7 days of delivery.

• Include:

  • Your order confirmation or order number

  • Clear photos of the shipping box and damaged item(s)

• We’ll respond within 48 business hours with next steps.

• For verified damaged items:

  • AURA covers return shipping

  • We will replace or refund the item(s) at no cost

  • Refunds are issued only to the original payment method

Returns & Exchanges by Mail:

• Email support@auracandlebar.com to request a Return Merchandise Authorization (RMA) number.

• We recommend tracked shipping or insurance for returns over $75.

• AURA is not responsible for return packages lost without delivery confirmation.

• Shipping costs are non-refundable.

Refund Processing:

• Once your return is received and inspected, you will receive an email confirming approval.

• Approved refunds are issued to the original payment method within 5–7 business days.

• Your bank or credit card provider may require additional time to post the credit.

Questions?

We’re here to help. Email us anytime at support@auracandlebar.com.

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