At Aura Elite, we want customers to have a clear understanding of how returns, refunds, and exchanges are handled. This policy applies to purchases made through our ecommerce website and should be read before placing an order. For case-specific help, customers should contact support at [email protected].
To be eligible for a return, the item should be unused, in its original condition, and returned with original packaging, tags, accessories, or other included materials where applicable. We may decline returns for items that show signs of use, damage caused after delivery, missing parts not due to our error, or items returned in unsuitable condition.
Customers should contact us within a reasonable period after receiving the order if they wish to request a return, report damage, or report an incorrect item. Prompt contact helps us review the case and guide you through the next steps. Delayed requests may affect eligibility depending on the condition of the item and the issue reported.
If you receive a damaged, defective, or incorrect item, please contact us as soon as possible at [email protected] with your order details and a clear explanation of the issue. We may request photos of the product and packaging to help verify the claim. Once reviewed, we will advise whether a replacement, exchange, store credit, or refund is appropriate based on the circumstances.
Some items may not be eligible for return due to hygiene, safety, customization, clearance status, or other business reasons. Items marked as final sale, personalized products, used items, or products damaged by misuse may be treated as non-returnable unless the issue was caused by our error.
To request a return or exchange, customers should email [email protected] and include:
After review, we will provide instructions on whether the item should be returned and how the process will be handled. Items should not be sent back without support confirmation where return review is required.
Returned items may be inspected after receipt to confirm their condition and eligibility. Approval of a refund or exchange depends on whether the returned item matches the reported issue and meets the policy conditions. If a return does not meet the stated requirements, we may reject the request or offer an alternative resolution where appropriate.
If a refund is approved, it will generally be issued to the original payment method where possible, or through another reasonable method if needed. Refund processing times can vary depending on the payment provider, banking timelines, and order review. Original shipping charges are typically non-refundable unless the return is due to our error, a damaged item, or an incorrect item sent by us.
If you want to exchange an eligible item, please contact us first to confirm availability. Exchanges may be offered for the same item, a replacement item, or another suitable option depending on stock and the nature of the issue. If the requested replacement is not available, we may discuss an alternative resolution.
Customers may be responsible for return shipping costs unless the return is due to a verified damaged item, defective item, or incorrect item supplied by us. We will clarify return shipping responsibility during the review of your request.
If you need to cancel an order, please contact us immediately. Orders may only be cancelled before they are processed or dispatched. Once an order has shipped, cancellation may no longer be possible and the matter may need to be handled under the return process instead.
If a returned item is found to be used, altered, incomplete, or otherwise ineligible, the return may be declined. In such cases, we may contact you regarding available options, including return shipment of the item back to you where appropriate.
We aim to review customer return or refund requests within a reasonable timeframe after receiving the details and any required proof. Approved refunds and exchanges are also processed within reasonable operational timelines, but courier, banking, and third-party delays may affect the final completion time.
We may update this Refund & Return Policy from time to time to reflect business operations and customer service practices. The latest version posted on the website will apply to new requests from the date of publication.
This policy is general store guidance for an ecommerce business operating in Pakistan. It is not legal advice and does not guarantee outcomes in every individual case. For order-specific support, please contact [email protected].
