Refund policy

At AURA, your satisfaction is our priority. If there’s an issue with your order, our support team is here to assist and ensure a smooth and transparent resolution.

1. Return Eligibility

You may request a return within 30 days of delivery.

To qualify for a return:

  • The item must be unused, unworn, and in its original packaging

  • The product must be in resellable condition

  • Proof of purchase (order number or receipt) is required

Important note:
For hygiene and safety reasons, certain health, beauty, or personal care items (including massage pillows, skincare tools, and similar products) may not be eligible for return.

2. How to Request a Return

To initiate a return, please contact our support team at:
📧 support@aurainternational.store

Kindly include:

  • Your order number

  • The reason for the return

Once your request is reviewed and approved, we’ll provide detailed return instructions.

⚠️ Items sent back without prior authorization will not be accepted.

3. Damaged, Defective, or Incorrect Items

Please inspect your order immediately upon delivery. If you receive:

  • A damaged or defective item

  • An incorrect product

Contact us as soon as possible at support@aurainternational.store.
We’ll review the issue and resolve it promptly through a replacement, exchange, or refund, depending on the situation.

4. Refund Process

Once your return is received and inspected, we’ll notify you of the approval status.

If approved:

  • Refunds are issued to the original payment method

  • Processing time is up to 15 business days

  • Your bank or card provider may require additional time for the funds to appear

If more than 15 business days have passed since your refund was approved and you haven’t received it, please contact us at support@aurainternational.store.

5. Exchanges

  • If an item arrives defective or damaged, we’ll arrange a replacement or exchange at no additional cost

  • For exchanges due to size, model, or personal preference, additional shipping fees may apply

  • The fastest way to receive a replacement is to return the original item and place a new order

6. Final Sale & Non-Returnable Items

The following items are not eligible for return or refund:

  • Items marked as Final Sale

  • Personalized or custom-made products

  • Opened or used health & hygiene-related items

  • Hazardous materials, flammable liquids, or gases

Final Sale Notification:
In some cases—such as high-demand, limited-stock, clearance, or special-priced items—a product may be designated as Final Sale after purchase.
If applicable, we may notify you within 24 hours of your order using the best available contact method you provided (email, SMS, or messaging platform) to clearly confirm the item’s Final Sale status before processing or shipment.

Once confirmed, Final Sale items are not eligible for cancellation, return, or refund, except in cases of verified damage or defect upon arrival.

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For instant assistance, click the chat button at the bottom-right corner of your screen.
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All support options are available in one place—simply choose the channel that works best for you.