Refund Policy

Refund Policy

Effective date: 1 January 2026

This Refund Policy explains how Aura Beauty handles returns, refunds, and exchanges for makeup, skincare, tools, and beauty accessories ordered through our storefront. All prices are in PKR.

1. Eligibility window

Unless marked final sale on the product page, unopened and unused items in original sealed packaging may be returned within 7 days of delivery. Hygiene seals must be intact — no swatching, pumping, or applicator contact.

2. Beauty and hygiene exclusions — final sale

For hygiene and safety, the following are final sale once opened, swatched, or used:

• Opened or swatched makeup — foundations with pumped product, lipsticks with bullet contact, eyeshadow with finger swatches.
• Opened skincare — serums with broken pump seal, creams with removed inner lid, sheet masks removed from packaging.
• Used beauty tools — sponges, brushes used on skin, eyelash curlers with pad contact.
• Personalised or custom-blended products once production begins.
• Clearance items marked "final sale" on the product page.
• Sample sachets and trial sizes included in orders.

Defective, expired, or incorrectly shipped items are exempt — see section 6.

3. How to start a return

Email support@aurabeauty.com with your order number, item name, shade, and reason. Include photos for damage or allergic reaction claims. We respond within one business day with return authorisation. Unauthorized returns may be refused.

4. Condition requirements

Products must be in original packaging with hygiene seals intact. Outer boxes may show courier wear — inner product seals must be unbroken. Gift sets must return complete. Partial set returns receive partial refunds only.

5. Refund method and timing

Approved refunds are issued to your original payment method:

• JazzCash / Easypaisa prepaid: refund within 3–5 business days after inspection.
• Bank transfer: refund to the originating account within 5–7 business days.
• Cash on delivery: refund via JazzCash or bank transfer — we collect your wallet or account details securely by email.

Shipping charges are non-refundable unless the return is due to our error or a confirmed defect. Original COD fee of Rs 199 is not refunded on change-of-mind returns.

6. Damaged, defective, expired, or wrong items

Notify us within 48 hours of delivery with photos of the product, packaging, batch code, and courier label. We arrange replacement or full refund including shipping. Wrong shade shipped due to our error is replaced without return courier cost to you.

7. Allergic reactions

Discontinue use immediately if irritation occurs. Contact us within 48 hours with photos and ingredient batch code from packaging. Unopened remaining product may return for refund; opened product disposed per hygiene rules — we still investigate batch quality.

8. Exchanges

Shade exchanges available within 7 days for unopened products in sealed packaging. We ship the replacement when the original is scanned in by TCS or Leopards. Visit Aura Studio on MM Alam Road for in-person shade exchange by appointment.

9. Late or missing courier parcels

If tracking shows delivered but you did not receive the parcel, contact us within 48 hours. We open a courier trace. Replacement or refund is issued if the parcel is confirmed lost.

10. COD order cancellations

Cancel before dispatch by WhatsApp or email with your order number. Once packed and handed to courier, cancellation is treated as a return under sections 1–4 if you refuse delivery.

11. Promotional codes

Orders using AURA10 or other codes receive refunds net of discount applied. Codes are not reissued on refunded orders.

12. Contact

Refunds team: support@aurabeauty.com — subject line "Refund [order number]". WhatsApp +92 300 5217345 Monday–Saturday, 10am–7pm PKT.