General

By registering and accepting Aurora Scents Terms and Conditions, you confirm that all information and details provided are accurate, current, and complete. You agree that you will not use the Website for criminal, fraudulent, illegal activities, or in any manner that could cause harm or distress to any third party. If we suspect fraudulent account activity or behavior, we reserve the right to suspend, restrict, or terminate your access to the Website at any time without prior notice.

If you wish to contact us, please message us through our contact channels or call us at +254758111777. Our Customer Service Team is available Monday to Friday, 8:30 am to 6:30 pm; Saturday 9:00 am – 6:00 pm. We remain closed on Sundays and operate holiday hours from 9:30 am to 5:00 pm. While every effort is made to respond to all enquiries within 24 hours during working days, enquiries are handled in the order they are received.

Any complaints should be made through our customer support channels. Where possible, we try to acknowledge complaints immediately; however, all complaints will be acknowledged within 7 working days. Customers will be informed of all progress regarding their complaint.

Company Information

Aurora Scents operates this website and business under aurorascents.co.ke. Our business is registered and operates within Kenya.

Offers and Promotions

Occasionally, we may offer promotional codes for discounts, gifts, or special offers. Please note that certain promotional codes may be automatically applied during checkout according to qualifying basket criteria. Promotional codes remain valid only for the duration stated in our promotional materials and may be modified or withdrawn at any time without prior notice at the sole discretion of Aurora Scents.

Customers may only redeem one voucher code or promotional offer per order unless otherwise stated.

Promotional codes cannot be redeemed against already discounted products unless specified. Products under clearance sales, promotional bundles, special offers, outlet deals, or limited-time campaigns may be excluded.

Free Gifts

Free gifts are available only during selected promotional periods and while stocks last. Free gifts cannot be exchanged for cash alternatives and are non-refundable and non-transferable. Unless stated otherwise, customers cannot choose the specific free gift they receive.

Free gifts are dispatched together with qualifying orders and are subject to stock availability.

Please note that free gifts cannot be sent retrospectively. They must be added to your order during checkout before payment is completed.

Rights of Cancellation

If you realize you made a mistake when placing an order, there is a 20-minute window during which you may cancel your order. Locate your order in your account and select the CANCEL option if available. If this option is unavailable, processing may already have begun.

PLEASE NOTE: Customers using Guest Checkout may not have access to online cancellation options.

You are entitled to cancel your order within 14 days after receiving it.

Once our fulfilment team begins processing your order, we may be unable to stop shipment. However, unopened products returned in their original packaging may qualify for a refund.

Please notify us of your intention to cancel within 14 days of receiving your order. Return shipping costs are the responsibility of the customer unless otherwise required by law.

Refunds will be processed back to the original payment method after returned goods have been received and inspected.

Faulty, Damaged, Unsatisfactory Quality or Incorrect Items Received

We strive to ensure all products arrive in perfect condition. However, occasional errors or transit damages may occur. Upon delivery, please inspect your order carefully and notify us immediately if there are any issues.

Please do not dispose of damaged or faulty products, as photographic evidence may be required to support your claim.

If you receive products that are poor quality, incorrect, faulty, or damaged:

• Within 30 days of receiving your order, you may request a full refund (including applicable shipping charges) or a replacement subject to stock availability.

• Between 30 days and six months after delivery, replacements will generally be offered first. If replacements are unavailable, a refund may be issued.

• Beyond six months, customers may need to demonstrate that the issue existed at the time of delivery before compensation or replacement is considered.

Your consumer rights remain protected for products that arrive damaged, defective, or significantly different from what was ordered.

To report issues or request assistance, please contact customer support during office hours or call +254758111777.