Refund policy

1. General Return & Exchange Policy

Due to the nature of our products and international hygiene standards, we operate a strict No Return and No Exchange policy.

Once a product has been opened, unsealed, or used, it cannot be returned or exchanged for any reason.

We do not offer "change of mind" returns or exchanges.

2. Damaged, Defective, or Incorrect Items

We take great care in packaging your orders, but we understand that mistakes or transit damage can occur. We will provide a replacement or store credit if:

The product arrived physically damaged (e.g., broken bottle, leaking).

The item received is different from what you ordered (e.g., you ordered the Brightening Cream but received the Face Wash).

Reporting Timeline: You must report any damage or discrepancy within 24 hours of delivery. Claims made after this window will not be entertained.

3. How to Claim a Replacement (Required Proof)

To ensure a fair resolution, we require specific evidence to process your claim:

Unboxing Video: We strongly recommend filming a clear video while opening your parcel for the first time.

Photos: Clear, high-resolution photos of the damaged item and the shipping label/invoice.

Note: Without a clear unboxing video or photo proof provided within the 24-hour window, Aura Skincare reserves the right to refuse a replacement.

4. Refunds & Store Credit

No Cash Refunds: We do not offer cash refunds under any circumstances.

Resolution: If your claim is verified, we will either:

Send a fresh replacement of the original item at no extra cost.

Issue a Store Credit or a Discount Code of the same value for your next purchase.

5. Order Cancellation

Before Dispatch: You may cancel your order at any time before it has been handed over to our courier partner.

After Dispatch: Once an order is dispatched and a tracking number is generated, it cannot be cancelled. If a customer refuses a parcel at the doorstep, Aura Skincare reserves the right to restrict future Cash on Delivery (COD) services for that customer.

6. Shipping Costs

If we are sending a replacement for a damaged or incorrect item, Aura Skincare will cover all shipping charges.

Original shipping fees are non-refundable.