Refund Policy
Returns & Exchanges
We offer a 7-day return policy, which means you have 7 days from the date of receiving your item to request a return. To be eligible for a return, the product must be in the same condition as it was received, unused, unworn, with original tags, and in its original packaging. A valid proof of purchase, such as a receipt or order confirmation, is also required.
To initiate a return, you can contact us at aura@gmail.com or send us a message on WhatsApp at 03 111 690 666. Once your request is reviewed and approved, we will provide you with complete instructions on how to return the product. Please note that items returned without prior approval will not be accepted.
All approved returns must be sent to the following address:
100-Ali Town Society, Arooj TV Street, opp Dental Hospital University of Lahore, Pakistan.
Damages and Issues
We strongly recommend that customers inspect their orders upon delivery and record an unboxing video at the time of receiving the package. This helps in quick verification in case of any issue. If the item is found to be defective, damaged, or incorrect, please contact us immediately so that we can evaluate the issue and resolve it as soon as possible.
Exceptions / Non-Returnable Items
Certain categories of products are not eligible for return or exchange. These include perishable goods, customized or special-order items, and personal care products such as beauty and hygiene items once opened or used. Additionally, we do not accept returns for hazardous materials, flammable liquids, or gases.
If you are unsure whether your item qualifies for a return, you are encouraged to contact us before making a request.
Refunds & Replacements
Once we receive your returned item, it will be inspected by our quality control team. After approval, we will notify you regarding the status of your refund or replacement.
If you choose a replacement, a new order will be created, and the amount paid for the returned product will be adjusted accordingly.
If you choose a refund for Cash on Delivery (COD) orders, the amount will be transferred to your provided bank account within 3 working days after approval.
For prepaid orders, refunds will be issued through the original payment method within 10 business days. Please note that it may take additional time for your bank or payment provider to process and reflect the refund.
If more than 15 business days have passed since your return was approved and you have not received your refund, please contact us at Aura@gmail.com or via WhatsApp at 03 111 690 666.