Returns & Refunds Policy

WQK Tailoring Ltd trading as Aura and K One Clothing

At Aura, we take pride in the quality and craftsmanship of our garments, ecclesiastical textiles, academic regalia and bespoke products.

We aim to ensure that all goods are manufactured or supplied in accordance with the agreed specifications and meet our quality standards.

Our returns policy varies depending on whether the goods are standard products or have been made to your individual specifications.

1. Standard Stock and Non-Personalised Goods

For qualifying online, telephone or other distance purchases, consumers normally have the right to cancel their order without giving a reason within 14 days of receiving the goods.

To exercise this right, please notify us within the applicable cancellation period. You then have a further 14 days to return the goods.

Goods should be returned with reasonable care and, where possible, in their original packaging.

You may inspect or try on garments as you would in a shop. Where goods have been handled beyond what is reasonably necessary to establish their nature, characteristics and functioning, we may make a deduction for any resulting reduction in value, where permitted by law.

2. Bespoke, Made-to-Measure and Personalised Goods

Certain goods manufactured to a customer's individual specifications or clearly personalised may be exempt from the statutory 14-day change-of-mind cancellation right.

This may include genuinely bespoke garments, made-to-measure clothing, individually commissioned textiles and garments featuring personalised embroidery.

Where this exemption applies, we are not normally able to accept cancellations or returns solely because the customer has changed their mind or no longer requires the goods.

Standard-size or made-to-order products are not automatically exempt simply because they are manufactured after an order has been placed.

We will identify applicable cancellation restrictions before an order is confirmed.

This exemption does not affect your statutory rights where goods are faulty, misdescribed, incorrectly manufactured or otherwise do not conform to the contract.

3. Measurements and Fit

For garments manufactured to customer-supplied measurements, it is the customer's responsibility to ensure that the measurements and specifications provided are accurate.

Where goods have been manufactured correctly to the agreed customer-supplied measurements, an unsuitable fit arising solely from incorrect measurements will not ordinarily constitute a manufacturing defect.

Alterations arising from incorrect customer-supplied measurements may be chargeable. Any costs will be discussed and agreed before work commences.

Where measurements are taken by Aura as part of a bespoke fitting service, we will exercise reasonable care and skill.

Nothing in this section restricts applicable statutory cancellation or consumer rights.

4. Faulty, Damaged or Incorrect Goods

Every reasonable effort is made to ensure goods are manufactured correctly and dispatched in good condition.

If your order arrives damaged, faulty, incorrectly manufactured or does not match the agreed specification, please contact us as soon as reasonably practicable.

Please provide your order number, a description of the issue and supporting photographs where possible.

We may request additional information or arrange an inspection to establish the nature of the problem.

Where goods do not conform to the contract, we will provide the appropriate remedy in accordance with applicable law. Depending on the circumstances, this may include a refund, repair, replacement or price reduction.

Consumers may have a short-term right to reject qualifying faulty goods within 30 days, together with other statutory remedies that may apply after that period.

There is no seven-day deadline that removes your statutory rights to report a fault.

5. How to Request a Return

Please contact our customer service team before sending goods back, so we can provide the appropriate return instructions.

Email: hello@aura-bespoke.com
Telephone: +44 (0)1392 327896

Please include your order number and reason for requesting the return.

Where a statutory right to cancel applies, you may notify us by a clear statement of your decision to cancel. Prior authorisation from Aura is not required to exercise that right.

We recommend using a tracked delivery service when returning goods.

6. Return Postage

Where goods are faulty, incorrectly supplied or otherwise do not conform to the contract, we will cover reasonable return postage costs where required by law.

For change-of-mind returns where a statutory cancellation right applies, the customer will be responsible for the direct cost of returning the goods, provided this responsibility was communicated before the order was placed.

Where we arrange a collection or provide a return label, we will confirm the arrangements in advance.

7. Refunds

Where a consumer exercises a valid statutory cancellation right, refunds will be processed in accordance with the applicable legal requirements.

For qualifying change-of-mind cancellations, refunds will normally include the original standard delivery charge, but not any additional cost of an upgraded delivery service.

Where goods have already been dispatched, we may withhold the refund until the goods are returned or evidence of their return is provided, as permitted by law.

Refunds will be made without undue delay and within the applicable statutory timeframe, normally no later than 14 days after receiving the returned goods or satisfactory evidence of their return, whichever is earlier.

Refunds will ordinarily be made using the original payment method unless otherwise agreed.

For faulty or non-conforming goods, refunds and other remedies will be provided in accordance with the Consumer Rights Act 2015 and other applicable law.

8. Business and Trade Orders

Orders placed by businesses, institutions and other non-consumer customers are subject to the agreed contractual terms.

Statutory consumer change-of-mind cancellation rights do not apply to business purchases.

Any returns, cancellations or remedies for business orders will be handled in accordance with the applicable contract and legal requirements.

9. Contact Information

WQK Tailoring Ltd trading as Aura

Email: hello@aura-bespoke.com
Telephone: +44 (0)1392 327896

Returns address: Unit 51, Exeter Business Centre, 39 Marsh Green Road West, Exeter, EX2 8PN

For further information, please refer to our Terms and Conditions of Sale:

https://aura-bespoke.com/pages/terms-of-service

Nothing in this Returns & Refunds Policy excludes or restricts your statutory rights.