Return & Refund Policy

Your Consumer Rights · aurastarmemorials

Last updated: 29 September 2026

1. Your Statutory Rights

You have comprehensive protection under UK consumer law when you purchase from us. This policy sets out your rights under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 and the Consumer Rights Act 2015.

2. 14-Day Cooling-Off Period (Change of Mind)

Under the Consumer Contracts Regulations 2013, you have the right to cancel your order within 14 days without giving any reason.

The cooling-off period begins the day after you receive the goods. You then have a further 14 days to return the goods to us.

To exercise your right to cancel, you must inform us of your decision by a clear statement. You may use the model cancellation form at the end of this page, though it is not obligatory.

3. 30-Day Right to Reject Faulty Goods

Under the Consumer Rights Act 2015, you have a separate short-term right to reject goods that are faulty, not as described, or not fit for purpose within 30 days of receipt for a full refund.

After 30 days, you are entitled to a repair or replacement. If repair or replacement is impossible or fails, you may claim a price reduction or a final right to reject.

4. Return Process – Step by Step

To return an item, please follow these steps:

• Step 1: Contact us by email at dealer@aurastarmemorials.com or by telephone on +44 330 378 8000 stating your order number and the reason for return.
• Step 2: Wait for our confirmation and return instructions.
• Step 3: Pack the item securely in its original packaging where possible, including all accessories and documentation.
• Step 4: Ship the item to the address we provide. Retain proof of postage.
• Step 5: We will inspect the returned goods within 3–5 business days of receipt and notify you of the outcome.
• Step 6: Your refund will be processed within 14 days of receiving the returned goods or proof of return, whichever is earlier.

5. Who Pays Return Shipping Costs

For change-of-mind returns (14-day cooling-off period): you are responsible for the direct cost of returning the goods to us, in accordance with the Consumer Contracts Regulations 2013, regulation 35(5).

For faulty, damaged, or incorrectly supplied goods: we will cover the cost of return shipping. Please contact us before arranging return so we can provide a prepaid label or reimburse your postage costs.

6. Refund Timeframe and Method

We will refund you within 14 days of the day we receive the returned goods back from you, or (if earlier) the day you provide evidence that you have returned the goods.

Refunds will be issued to the same payment method you used for the original transaction. You will not be charged any fees for the refund.

7. Condition of Returned Goods

For change-of-mind returns, goods must be returned in a condition that allows resale. You may examine the goods as you would in a shop, but you are liable for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods.

For faulty or incorrect goods, we do not require them to be unused, as long as the fault is genuine and reported within the applicable timeframe.

8. Exclusions from the 14-Day Cooling-Off Right

The following items cannot be returned under the 14-day cooling-off right, in accordance with the Consumer Contracts Regulations 2013:

• Goods that have been personalised or made to your specifications.
• Sealed items that have been unsealed after delivery and are not suitable for return due to health protection or hygiene reasons.
• Digital content supplied on a tangible medium (such as software on USB) if the seal has been broken.

These exclusions do not affect your rights under the Consumer Rights Act 2015 if the goods are faulty.

9. Exchanges and Replacements

If you have received a faulty or incorrect item, we will replace it free of charge or offer a full refund, as you prefer.

For change-of-mind returns, we do not offer direct exchanges. Please return the unwanted item for a refund and place a new order for the replacement product.

10. Restocking Fees

We do not charge restocking fees for faulty, damaged, or incorrectly supplied goods.

For change-of-mind returns, no restocking fee applies provided the goods are returned in their original condition. If goods are returned in a materially diminished condition, we reserve the right to deduct a reasonable amount to reflect the reduction in value.

11. Warranty and Longer-Term Rights

Goods remain covered by the Consumer Rights Act 2015 for up to six years from the date of purchase (five years in Scotland). During this period, you may bring a claim if goods prove not to have been of satisfactory quality, fit for purpose, or as described at the time of sale.

Many of our products also carry manufacturer warranties. We will coordinate with manufacturers to ensure you receive the best resolution in the event of a defect.

12. Special Circumstances

We may extend or modify these terms in special circumstances, such as product recalls, safety notices, or regulatory changes affecting our products. We will contact affected customers directly if such circumstances arise.

13. Your Responsibilities

You must inspect your delivery promptly upon receipt and report any visible damage or shortages within 48 hours.

You must notify us of any defect or fault as soon as reasonably practicable after discovery in order to preserve your statutory rights.

14. Contact Information

15. Model Cancellation Form

To exercise your right to cancel under the Consumer Contracts Regulations 2013, you may use this form, though you are not obliged to do so.

16. Complaints and Dispute Resolution

If you have a complaint about our goods or services, please contact us using the details above. We aim to resolve all complaints promptly and fairly.

If we cannot resolve your complaint to your satisfaction, you may refer your dispute to an alternative dispute resolution provider. You may also contact Citizens Advice (citizensadvice.org.uk / 0808 223 1133) or your local Trading Standards office for independent consumer guidance.