Returns & Refunds – FAQs

Can I return my order if I change my mind?

Yes. You may cancel your order within 14 days of delivery as long as the product is unopened, unused, and in its original sealed condition.

Can opened teas be returned?

No. For hygiene and safety reasons, opened or used tea products cannot be returned or refunded.

Can sleep masks be returned?

Sleep masks are considered hygiene products. Once unsealed or used, they cannot be returned unless faulty.

What if my item arrives damaged or incorrect?

If your order arrives damaged, faulty, or incorrect, please contact us within 48 hours of delivery with photos and your order number. We will arrange a replacement or refund where appropriate.

Who pays for return shipping?

If you’re returning an unopened item under the 14-day cooling-off period, return shipping costs are the customer’s responsibility.

The Return Address is,

Cargo Northeast Ltd,

Millers Rd, Newcastle upon Tyne NE6 2XP, United Kingdom

 

If the item is damaged or incorrect, we’ll cover the return costs.

How long do refunds take?

Approved refunds are processed to the original payment method and usually appear within 5–10 working days, depending on your bank.

How do I request a return or refund?

Email us at help@diaura.co.uk with your order number and reason for contact. We aim to respond within 1–2 working days.

Does this affect my legal rights?

No. This policy does not affect your statutory rights under UK consumer law.