Refund policy

Shipping Policy

Legal Entity: AURA GROUP
Address: Shop no. 3, Kailash Nagar Road, Ludhiana, 141007

Order Processing & Dispatch

  • We aim to dispatch orders within 14 days of the order being placed (excluding Sundays/holidays, where applicable).

  • Once shipped, we will share the tracking link/details via SMS/Email/WhatsApp (as available).

Delivery Timeline

  • Delivery timelines vary by location and courier partner. Any timelines shown on the website are estimates.

Address & Delivery Attempts

  • Please ensure your shipping address and contact details are accurate.

  • If a delivery fails due to incorrect address/phone number or customer unavailability, re-shipping (if possible) may require additional charges.

Shipping Charges

  • Shipping charges (if any) are shown at checkout before you complete payment.

Delays Beyond Our Control

  • We are not responsible for delays caused by courier issues, weather, strikes, regulatory checks, or other events outside our control.

Contact

For shipping-related queries, contact us through the support details mentioned on our website and share your order ID.

Return / Replacement Policy (No Refund Policy)

Important: We do not offer refunds. We only support replacement/return approval in limited cases described below.

No Refund Policy

  • All sales are final.

  • We do not provide refunds under any circumstances, including but not limited to: change of mind, dislike of fragrance/texture, delayed delivery, wrong product ordered by customer, or dissatisfaction after use.

Eligible Case: Damaged / Leaked / Spilled Product

We only consider return/replacement if:

  • The product was received broken, spilled, leaked, or visibly damaged, and

  • You provide a clear, continuous unboxing video as proof, and

  • You report the issue within 3 days of delivery.

Proof Requirement (Video Only)

Due to risks of edited or AI-generated images, we accept VIDEO PROOF ONLY:

  • Must be a single, continuous, uncut unboxing video

  • Start video before opening the outer package

  • Clearly show:

    • shipping label (name/address/order details if visible),

    • sealed package opening,

    • the product condition and damage/leakage.

Photos are not accepted.

Reporting Window

  • You must contact us within 3 days of delivery.

  • Requests raised after 3 days will not be eligible.

What Happens After Approval

  • If approved, we may offer (at our discretion):

    • a replacement product, or

    • any other resolution we find appropriate (without refund).

Non-Eligible Cases

We do not accept returns/replacements for:

  • change of mind or “didn’t like it”

  • minor packaging dents/label scuffs that don’t affect product usability

  • incorrect address provided by customer

  • failed delivery due to customer unavailability

  • products that have been used, opened (except in damaged/leak cases), or tampered with

  • claims without the required unboxing video

Return Shipping / Pickup

  • If a return is approved, we will guide you on pickup/return shipping steps.

  • If pickup is not serviceable in your location, you may be asked to ship it to us as per instructions shared.

Contact

For return/replacement requests, reach out via the support details on our website with:

  • Order ID

  • Delivery date

  • Your unboxing video

  • Short description of the issue