RETURNS, REFUNDS & CANCELLATIONS

This policy is in accordance with the Refund Policy Guidelines of the Queensland Office of Fair Trading and outlines the terms relating to product purchases and service appointments at Opulent Aura.

PART A – APPOINTMENT CANCELLATION & REFUND POLICY

At Opulent Aura, each appointment is intentionally reserved to create a calm, uninterrupted sanctuary experience. To honour the time of our practitioners and all clients, we kindly ask that the following policy is respected.

1. Booking Confirmation

All appointments require confirmation at the time of booking. A deposit may be required to secure your reservation.

By booking an appointment, you acknowledge and agree to this policy.

2. Cancellation & Rescheduling

We understand that life happens. If you need to cancel or reschedule your appointment, we respectfully request at least 48 hours’ notice.

• More than 48 hours’ notice: No cancellation fee. 
• Less than 48 hours’ notice: 50% of the scheduled service fee may apply. 
• Same-day cancellations or no-shows: 100% of the scheduled service fee may apply. 

Late arrivals may result in a shortened session to avoid impacting other clients. The full service fee will still apply.

3. Deposits

Where a deposit has been taken:

• Deposits are transferable if rescheduling occurs with more than 48 hours’ notice. Deposits may be forfeited for late cancellations or no-shows. 
• Deposits are not refundable unless required under Australian Consumer Law.

4. Emergency & Compassionate Consideration

As a trauma-informed sanctuary, we recognise that unforeseen or sensitive circumstances may arise.

If you are experiencing exceptional circumstances, please contact us directly. We will approach your situation with care, discretion, and compassion.

5. Respect for Our Sanctuary

Missed appointments impact our practitioners and other guests seeking care.

This policy ensures fairness, sustainability, and the continued quality of your Opulent Aura experience.

PART B – PRODUCT RETURNS & REFUNDS POLICY

1. General Conditions

The following general conditions apply:

1. In all cases, the item must be returned to us before a refund or replacement is issued.

2. In all cases, you will be responsible for the cost of returning the item to us.

3. In all cases, the final decision of whether to issue a refund or a replacement will be made at our sole discretion.

4. For “Faulty On Arrival” and “Limited Guarantee” claims where we have agreed to a replacement rather than a refund, we will pay the return postage cost of the item being sent to you as a replacement for the originally purchased item. In all other cases you will be responsible for the cost of return postage.

5. In all cases, postage costs associated with your original purchase are non-refundable.

6. Replacement items will only be sent to the address shown on the original purchase.

7. Refunds will only be made to the payment method used for the original purchase.

2. Non-Warranty Returns

For the removal of doubt, any returned items that do not satisfy the criteria of, or are not eligible for remedy as, a “Faulty On Arrival” or “Limited Guarantee” return (see below) will be considered a “Non-Warranty” return. All “Non-Warranty” items returned to us will be automatically refunded (without replacement) less, dependent on the condition of the returned item, either a restocking fee of 25% for “as new” goods, a “used goods” refund reduction of 30%, or a “damaged goods write-off” refund reduction of 50% of the price originally paid

3. Change Of Mind or Purchased In Error

Under Australian (and Queensland) Consumer Law we are not required to provide a refund or replacement if you received what you purchased but simply changed your mind, bought it “by mistake”, purchased the wrong size or colour, found it cheaper somewhere else, decided you did not like the purchase, or had no use for it.

Having said that, please contact us if you believe you have a good reason and we’ll see what we can do to help you out. Please note that refunds on “Change Of Mind” returns will incur a restocking fee of 25% of the price originally paid, and a re-shipping fee will apply for any replacement or exchange items that we send to yo

4. Faulty On Arrival

We will exchange or refund (to be determined at our discretion) any items that are defective, faulty or damaged when received if you notify us within 5 days of receiving your order and return the items to us within 10 days of receiving your order.

The Faulty On Arrival item must be returned to us unused, in its original packaging, with tags attached (if applicable) – basically exactly as you received it from us - and with a copy of your invoice.

Faulty On Arrival items returned to us showing signs of use, missing original packaging or tags, or any other circumstance that renders the item materially different to how it was sent to you will be automatically refunded (without replacement), less a “used goods” refund reduction of 30% of the price originally paid.

If no defect, fault or damage is identified on the returned item, an automatic refund (without replacement) will be issued less a restocking fee of 25% of the price originally paid.

To qualify for a Faulty On Arrival remedy, you must contact us within 5 days of receipt of delivery letting us know the nature of the fault (preferably with photos), whether you would like a refund or a replacement, and quoting your invoice number. Furthermore, the item must be despatched back to us within 10 days of receipt of delivery.

5. Limited Guarantee

Our items come with a 30 day Limited Guarantee under Australian Consumer Law that entitles you to either a refund or replacement (to be determined at our discretion) if, within 30 days of purchase, an item that you purchased from us fails to be of acceptable quality, is not “fit for purpose”, or has been inaccurately described by us.

This guarantee does not cover:

• Normal wear and tear.
• Damage or breakage due to impact, cutting, dropping or knocking.
• Mis-use, abuse, alteration or modification of the item.
• Exposure to chemicals, abrasives, extremes of temperature, freezing, overheating or flame.
• Use of the item in a professional, industrial, commercial or workplace setting.
• Cleaning in a dishwasher where the product description specifically advises against this.
• Use in an oven unless specifically designed for this.
• Food stains and discolouration that do not affect the performance of the item.

To qualify for a Limited Guarantee remedy, you must contact us within 30 days of purchase letting us know the nature of the fault (preferably with photos), whether you would like a refund or a replacement, and quoting your invoice number. The item must then be despatched back to us within 14 days of notifying us of your intention to return it to us.

We will inspect all returned items and should they be deemed (at our sole discretion) to be eligible for remedy (ie; defective) under the Limited Guarantee provisions of Australian Consumer Law, your return will be processed within 7 working days, with a replacement item being sent out to you, or a refund being made.

Should the returned item be deemed (at our sole discretion) to be ineligible for remedy (ie; not defective) under the Limited Guarantee provisions of Australian Consumer Law, an automatic refund (without replacement) will be issued less a “damaged goods write-off” refund reduction of 50% of the price originally paid

6. Unsolicited Or Late Returns

In the case of any return item received, regardless of reason, where you have not contacted us prior, not contacted us within the required time frame, or returned the item outside of the time frames outlined above, your returned item will be automatically refunded (without replacement) less, dependent on the condition of the returned item, either a restocking fee of 25% for “as new” goods, a “used goods” refund reduction of 30%, or a “damaged goods write-off” refund reduction of 50% of the price originally paid. The assessment of the condition of the returned item will be at our sole discretion.

7. Returns

Product returns are to be sent using a trackable Australia Post service to:

 Opulent Aura

Parcel Locker 10303 56536

55 Creek Road

MOUNT GRAVATT EAST QLD 4122

• In all cases, the item must be returned to us before a refund or replacement is issued.
• In all cases, you will be responsible for the cost of returning the item to us.
• In all cases, any postage charges that we incur associated with items marked as “Return To Sender” or “Insufficient Postage Paid” will be deducted from your refund, or will be payable by you before your replacement item is released.

Please ensure that your return items are appropriately packaged - items damaged in transit due to poor packaging will not be accepted for return.

Please be Nice! Opulent Aura values both external and inner beauty.

Our intentions are always to serve our customers diligently and to provide only the highest quality products. However, in this imperfect world unintended things do happen from time to time. 

We have a "do unto others" customer service philosophy, so if you approach us in a mature and courteous manner we will engage with you in the same way and try to accommodate a solution you will be happy with. If, on the other hand, you're about to send us an email that you probably wouldn't appreciate receiving yourself, please take a deep breath and re-consider your approach towards achieving a desirable outcome.

Opulent Aura has a zero tolerance policy when it comes to abuse, threats, intimidation or blatant exhibitions of entitlement. It’s not a policy we’ve had to refer to or rely on and we’d like to keep it that way. To be clear, we will block and ignore you if you are being rude.