Refund policy

Overview

At Aurra Essence, we take pride in delivering quality cosmetics, fragrances, skincare, and intimate wear to our customers across Pakistan and the Middle East. Due to the nature of our products, we follow a carefully structured return and refund policy to ensure hygiene, safety, product quality, and customer satisfaction.

Please read this policy carefully before requesting a return, refund, exchange, or cancellation.

Return Eligibility Window

You may request a return within 7 days of receiving your order.

Return requests made after 7 days of delivery will not be accepted under any circumstances.

Conditions for Return

To be eligible for a return, the following conditions must be met:

• The item must be unused, unopened, and in its original sealed packaging.
• All original tags, labels, and seals must be intact and undamaged.
• The item must not have been used, tested, opened, or tampered with.
• Proof of purchase, such as order confirmation or receipt, must be provided.
• The item must be returned in the same condition in which it was received.

Items that do not meet these conditions will not be eligible for return, refund, or exchange.

Non-Returnable Items

The following products are strictly non-returnable due to hygiene and safety reasons:

• Any cosmetics or makeup products that have been opened or used.
• Perfumes and fragrances with broken seals.
• Skincare products that have been opened or partially used.
• All intimate wear / lingerie. These items are non-returnable under any condition due to hygiene reasons.
• Any product marked as Final Sale at the time of purchase.
• Items purchased during promotional sales or special discount events.

Valid Reasons for Return

Returns are accepted only under the following circumstances:

• You received a wrong item that is different from what you ordered.
• The product arrived damaged or defective.
• The product is expired or has a manufacturing defect.
• An item is missing from your order.

Returns requested due to change of mind, dislike of fragrance/color, personal preference, or incorrect item selection by the customer will not be accepted.

Return Shipping Charges

Return shipping is not free. Customers are responsible for return shipping costs unless the return is due to an error from Aurra Essence.

Aurra Essence will cover return shipping only in cases where a wrong, damaged, or defective item was sent by us.

Restocking Fee

We do not charge any restocking fee on returned items.

How to Initiate a Return

To request a return, please follow these steps:

1. Email us at aurraessence@gmail.com or WhatsApp us at +92 340 6127758 within 7 days of delivery.
2. Include your Order ID, a clear description of the issue, and photos/videos of the product and packaging.
3. Our team will review your request within 2–3 business days.
4. If your request is approved, you will receive return instructions, including the shipping address.
5. Once we receive and inspect the returned item, we will process your refund, replacement, or exchange according to this policy.

Please do not ship any item back without receiving prior written approval from our team.

Refund Process

Once your return is received and inspected:

• If approved, your refund will be processed within 5–7 business days.
• Refunds will be issued via the original payment method or as store credit, depending on your preference and payment mode.
• Original shipping charges are non-refundable.
• If the return is rejected upon inspection, the item will be sent back to you at your expense.

Refund processing time may vary depending on your bank, payment provider, or selected refund method.

Exchanges

We offer exchanges for wrong or defective items only.

Exchange requests are subject to product availability. If the requested item is out of stock, a refund or store credit will be offered instead.

Damaged or Defective Items

If your order arrives damaged or defective, please follow these steps:

• Record an unboxing video at the time of opening. This is strongly recommended.
• Take clear photos of the damaged product and packaging.
• Contact us within 48 hours of delivery.

Damage claims raised after 48 hours of delivery will not be entertained.

Missing Items

If an item is missing from your order, please contact us within 48 hours of delivery with your Order ID, package photos, and unboxing video if available.

Our team will review the case and, if approved, arrange a replacement, refund, or store credit depending on the situation.

Order Cancellations

Orders can be cancelled before dispatch only.

Once an order has been shipped, it cannot be cancelled.

To cancel your order, contact us immediately at aurraessence@gmail.com or WhatsApp us at +92 340 6127758.

Important Notes

• Products must remain sealed and unused to qualify for return.
• Hygiene-sensitive products cannot be returned once opened.
• Returns without prior approval will not be accepted.
• Aurra Essence reserves the right to reject any return if the product does not meet the return conditions.
• Original shipping charges are non-refundable.
• Promotional, discounted, and final sale items are not eligible for return unless they are wrong, damaged, defective, expired, or missing.

Contact Us

For any return, refund, exchange, or cancellation related queries, please contact us:

Email: aurraessence@gmail.com
WhatsApp: +92 340 6127758
Website: aurraessence.com
Response Time: Monday – Saturday, 10:00 AM – 6:00 PM PKT