As a business we are always striving for perfection and pay particular attention to detail when we package and ship our memorabilia. 

At Define Aura we are committed to providing authentic high quality sports memorabilia. We are also fully committed to following all relevant consumer protection guidelines to ensure your rights are respected and your experience is first class. 

Eligibility for Refunds

We offer full refunds or replacements if: 

1. You receive the wrong product
2. An item is not described as per the Define Aura website or has been damaged in transit. 

To qualify for a refund, you must notify us within 10 days of receiving the item. Proof of purchase (order number and receipt) is required. If you fail to do so, no refund in this case will be permitted. 

In the instances of damaged frames / Trading Card Protectors

We take great care in packaging, but frames or card protectors may occasionally be damaged in transit. In these cases:

• We will replace the frame or protector, not the memorabilia inside.
• You must report the issue within 48 hours of delivery and include clear photos of the damage and packaging.

Additional Investigation for Additional Products

Due to the nature of some of our products — including signed products, Match Worn / Issued items, and limited-edition memorabilia — some refund requests require an investigation process before approval. This helps us: 

• Prevent Counterfeit swaps and fraudulent claims
• Verifies claims of damage or misrepresentation

Investigation Period – Up to 10 working days after we receive your request. 

We may ask for: 

• In Depth photos of the item (Front, back, sides and badges) which we will then compare and contrast with our repository of original pictures. 
• Packaging images (If claim was damaged in transit)
• Verification of authenticity features (eg. serial numbers)

*Please note in the cases of Match and Training Worn / Issued products, these products may show signs of use, including dirt, wear, or minor damage. These are considered part of the item’s provenance and are not grounds for a refund or exchange unless the damage is materially different from potential transit damage

We always aim to provide accurate descriptions and photos to reflect the condition of these products. When advertising our products we take pictures front, back, badges and all the necessary zoomed in parts of the respective item. 

Exclusions

We do not offer refunds for: 

• Change of mind purchases 
• Damage caused after delivery
• Items returned without authorisation

If returned items show evidence of tampering, replacement, or damage inconsistent with reported issues, the refund will be denied, and the item returned to you.

1. Contact our team at [defineaura007@gmail.com] within 10 days of delivery.
2. Include your order number, issue description, and any supporting photos.
3. Wait for our response — usually within 3 business days — with next steps.

    

Again do not return any items before receiving instructions from our team.