Cancellation, Returns & refund Policy

Effective Date: August 9, 2026
 

At AURA – The Aura Online, we aim to provide a reliable, transparent and customer-friendly shopping experience. This Cancellation, Return, Exchange & Refund Policy explains the terms and procedures applicable to orders placed through the AURA website and app.
 

1. Order Cancellation

Customers may request cancellation of an order within 4 hours from the time the order is successfully placed.
 

• Cancellation requests must be submitted within the applicable 4-hour cancellation window.
• Once the 4-hour cancellation period has expired, the order cannot be cancelled through the standard cancellation process.
• Orders that have entered the dispatch process cannot be cancelled.
• Customers should provide their order number and registered contact details when requesting cancellation.
• A cancellation request is considered accepted only after confirmation from AURA.

2. Return Window

Eligible products may be returned within 2 days (48 hours) from the date of delivery.

Customers must contact AURA within this period to initiate a return request.

After the applicable 2-day return period has expired, the return request may not be accepted.
 

3. Eligible Return Reasons

AURA accepts eligible return requests for the following reasons:
 

• Wrong product received
• Product received damaged
• Product received defective
• Size-related issue

Change-of-mind returns are not accepted.

A return request remains subject to verification and the conditions specified in this policy.
 

4. Product Condition for Return or Exchange

To qualify for a return or size exchange, the product must:
 

• Be unused and unworn.
• Be in its original condition.
• Have all original tags and labels attached.
• Be returned with its original packaging and applicable accessories.
• Not have been washed, altered or modified.
• Not have stains, makeup marks, perfume or other signs of use.
• Not have any damage caused after delivery.

AURA may reject a return or exchange where the product does not satisfy the applicable eligibility conditions.
 

5. Return Request & Verification

To initiate a return, customers should contact AURA Customer Support within 2 days (48 hours) of delivery.

Customers may be required to provide:
 

• Order number
• Registered mobile number or email address
• Reason for return
• Photographs and/or video of the product
• Photographs/video of the packaging, where applicable

AURA may review the information provided before approving the return.

Submitting a return request does not automatically mean that the return has been approved.

The returned product may be inspected after receipt before the final return, exchange or refund decision is made.
 

6. Pre-Dispatch Packing Verification

For order verification and quality-control purposes, AURA may record the complete packing process of an order before dispatch.

Where applicable, the packing video may be shared with the customer through WhatsApp or another registered communication channel.

The packing record may be used as supporting evidence when investigating disputes relating to product quantity, product condition, packaging or order fulfilment.
 

The existence of a packing video does not by itself prevent a customer from reporting a genuine issue with an order.
 

7. Wrong, Damaged or Defective Products

If a customer receives a wrong, damaged or defective product, the issue must be reported to AURA within 2 days (48 hours) of delivery.

AURA may request photographs, videos and other information to verify the reported issue.
 

After receiving and inspecting the returned product, AURA will determine the appropriate resolution based on the verified circumstances.

Where the issue is verified as attributable to AURA's dispatch or fulfilment process, AURA may provide an eligible replacement, exchange or refund, as applicable.
 

8. Return Shipping Charges

For standard eligible returns and size exchanges, the applicable return shipping/courier charges are borne by the customer.

For a wrong, damaged or defective product:
 

• The customer may initially be required to arrange and pay for the return shipment.
• AURA will verify the reported issue after receiving the returned product.
• If the issue is verified as attributable to AURA's dispatch or fulfilment process, AURA will bear or reimburse the applicable return shipping cost, subject to the approved return process.
• Customers should retain the return-shipment receipt or proof of payment where reimbursement is applicable.

9. Size Exchange

AURA provides size exchange, subject to product availability and applicable eligibility conditions.
 

• The exchange request must be made within 2 days (48 hours of delivery).
• The product must meet AURA's return/exchange condition requirements.
• The requested replacement size is subject to availability.
• If the requested size is unavailable, customers may contact AURA Customer Support for available options.
• Applicable exchange/return shipping charges are borne by the customer unless AURA confirms otherwise.

10. Refunds

Where a refund is approved by AURA:
 

Online / Prepaid Orders

The eligible refund will generally be processed through the original payment method, wherever technically possible.

The time taken for the refunded amount to reflect in the customer's account may depend on the relevant bank, card issuer, UPI provider, payment gateway or other financial service provider.
 

Cash on Delivery (COD) Orders

For eligible refunds relating to COD orders, the refund will be processed through bank transfer.

Customers may be required to provide accurate and valid bank-account details for processing the refund.

AURA is not responsible for delays caused by incorrect bank details or by the customer's bank or financial institution.
 

11. Refund After Return Inspection

Where a return results in an eligible refund, the returned product must first be received and inspected by AURA.

A refund will be processed only after the returned product is verified as meeting the applicable return conditions.

If the returned product does not meet the policy requirements, AURA may reject the return, exchange or refund request.
 

12. Non-Returnable / Non-Exchangeable Situations

A return or exchange may not be accepted where:
 

• The request is made after the applicable 2-day / 48-hour period.
• The product has been worn or used.
• The product has been washed.
• The product has been altered or modified.
• Original tags or labels have been removed.
• The product has stains, makeup, perfume or other signs of use.
• The product has been damaged after delivery due to customer handling.
• Required original packaging or applicable accessories are missing.
• The return is requested solely because the customer has changed their mind.
• The product does not satisfy the applicable eligibility requirements.

13. Order Cancellation Refunds

If an order cancellation is accepted within the applicable cancellation period and a refund is due, the eligible refund will be processed according to AURA's applicable refund process.
 

For prepaid orders, refunds will generally be made to the original payment method wherever technically possible.

For COD orders, where a refund is applicable, the refund will be processed through bank transfer.
 

14. Return / Exchange Approval

AURA reserves the right to verify the order, product condition, supporting evidence and applicable return conditions before approving a return, exchange or refund.
 

An approval or resolution will be based on the circumstances of the individual order and the requirements of this policy.
 

15. Customer Responsibility

Customers are responsible for:
 

• Providing accurate delivery and contact information.
• Reporting eligible issues within the applicable time period.
• Keeping the product unused and in eligible condition until the return/exchange process is completed.
• Providing requested photographs, videos or other information when required.
• Providing accurate bank details where a COD refund is applicable.
• Safely packaging the product for return shipment.

16. Fraudulent or Misuse of Return Policy

AURA may review repeated, suspicious or potentially fraudulent return or refund requests.
 

Where there is evidence of misuse, false claims, intentional damage or violation of this policy, AURA may take appropriate action in accordance with applicable law.
 

17. Customer Support

For cancellation, return, exchange or refund assistance, customers should contact AURA through the official contact details provided on the website or app.
 

Please keep your order number and registered contact details available when contacting Customer Support.
 

18. Policy Updates

AURA may update or modify this Cancellation, Return, Exchange & Refund Policy from time to time to reflect changes in its business processes, services, technology or applicable requirements.
 

Any updated version will be published on this page with the revised effective date.
 

AURA – The Aura Online

Reliable Fashion. Seamless Shopping.