Exchange & Return Policy

In AURA. STORE is keen to satisfy our customers and provide a clear and fair shopping experience. This policy outlines the terms and procedures for exchanges and returns for products purchased from the store.

1. Exchange and Return Order Duration

The customer can request an exchange within a maximum period of 7 days from the date of receiving the order, provided that the product is in its original condition and unused, and with full packaging and accessories, if any.

A return can be requested within a maximum period of 3 days from the date of receipt of the order, provided that the product is in its original condition and unused, and with full packaging and accessories, if any.

2. Conditions for accepting an exchange or return

To accept an exchange or return request, the following conditions must be met:

The product must be unused, unwashed, undamaged, and free of odors, stains or traces of use.

The product must be in its original packaging and in the condition in which it was received.

Attach the order number or proof of purchase.

Submit the application within the period specified in this policy.

The product must not be one of the products that are exempt from exchange or return.

3. Products Exempt from Exchange and Return

The following products can only be exchanged or returned in the event of a manufacturing defect or a store error:

Accessories after opening or using them.

Products that have been used, washed or modified.

Products that exhibit aromas of perfume, incense, effects of experimentation or use.

Products designed or modified as per customer's request.

Discounted or special offers, unless otherwise stated on the product or offer page.

Any product that cannot be resold for health reasons or related to the safety of use.

4. In case of defect or error in the order

In case of receiving a damaged product, a manufacturing defect, or a different product from the order, please contact us within 24 hours of receiving the order, with the order number and clear photos of the product and the problem.

After reviewing the order and confirming the condition, the store will bear the costs of replacement or return if it is proven that the fault is from the store or the product contains a manufacturing defect.

5. Shipping Charges

In the event that the exchange or return is due to the customer's wishes, the customer will bear the shipping and return fees, which will be deducted from the refund amount, if any.

In case the cause is a mistake on the part of the store or a defect in the product, the store will bear the shipping charges after checking the condition.

6. Refund Method

After receiving the product, inspecting it and ensuring that it conforms to the return conditions, the amount will be refunded to the customer using the same payment method used at the time of purchase, or by any other means agreed with the customer.

The refund process may take anywhere from 3 to 14 business days depending on your bank or payment service provider.

Shipping and Cash on Delivery charges, if any, are non-refundable unless the reason for the return is a mistake from the store or a defect in the product.

7. Replace by size or product

If the customer wishes to exchange the size or product, this is subject to stock availability. If there is a price difference, it will be settled before the replacement product is shipped.

The replacement product is only reserved after receiving the product to be exchanged or as determined by the customer service team.

8. طريقة تقديم طلب الاستبدال أو الاسترجاع

To submit an exchange or return request, please contact us through the contact details shown in the store, and send the following details:

Order number.

Customer's name.

Mobile number.

Reason for exchange or return.

Clear images of the product in case of a defect or error in the order.

Any exchange or return request that does not meet the conditions described above will not be accepted.

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