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Return & Refund Policy – Aura

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Return & Refund Policy

Returns and Refunds

At Aura, we stand by our products and offer a 90-day money-back guarantee to ensure your satisfaction. Here’s how we handle refunds:

Shipping

  • Processing Time: Orders typically take 1 business day to process before shipment. This includes order verification, quality checks, and packaging.

  • Shipping Methods: We offer various shipping options, including standard and expedited shipping. The available methods and their associated costs are displayed during the checkout process.

  • Shipping Locations: We currently ship to most countries worldwide, with the exception of some delivery locations that are considered "remote" or have a higher rate of failed deliveries (due to customs and courier issues). If you have issues ordering, please contact our customer support for assistance.

  • Shipping Confirmation: Once your order is shipped, you will receive a shipping confirmation email with tracking information. You can use this information to track the status of your shipment.

  • Delivery Times: Estimated delivery times vary based on your location and the chosen shipping method. While we make every effort to meet these estimates, actual delivery times may occasionally be affected by factors beyond our control. We mainly ship from our warehouse locations in the US and UK - but subject to stock, we may ship directly from our hub in East Asia to reduce waiting times. 

Sizing Issues

  • If your thongs don’t fit, we’re happy to offer an exchange for a different size. We’ll ask about your usual size, the size you ordered, and how many thongs you tried on.

Damage or Wear/Tear

  • If you experience damage or wear within 90 days, please provide specific details and images of the issue.
  • If the images show clear damage, we’ll refund only for the damaged items.

General Dissatisfaction

If you’re unhappy for any reason, whether it’s effectiveness, quality, or fit, we’ll need you to fill out a quick feedback form. This helps us improve while fulfilling our 90-day guarantee. Once the form is completed, we’ll process a full refund.

Aura will replace the item should you experience any defects or damage.

If you directly damage, break, or lose the item - you will not be eligible for replacement or refund.

  • To request a replacement for defective or damaged products, feel free to contact our customer support team to arrange a refund or exchange.
  • To be eligible for a refund (should you wish to return your order), items must be in the same condition as they were received and in their original packaging. To initiate a return, please email us with clear photos of the items for preliminary assessment. In the event that the returned items are damaged, dirty, or not in their original packaging, our team will evaluate the condition of the items to determine the amount to be refunded.

We do not accept returns for refunds for any orders that are beyond 90 days from the delivery date. 

You will be responsible for paying your own shipping costs for returning your item (and any original shipping fees are non-refundable). Using a trackable shipping service is mandatory - if you do not use a trackable shipping service, we will not be able to proceed with the refund. 

To return an item, please email our customer service team.


Order Cancellation:

  • If you would like to cancel your order, we advise contacting us immediately. If you want to cancel or make any updates regarding your order please contact us at support@official-aura.com to see if a modification can be made.  We process our orders very quickly and unfortunately cannot typically make changes after an order has been placed. 
  • All orders are fulfilled in 24 hours, so if your order has been processed already and the shipment cannot be canceled - we are unable to cancel your order. 
  • Your refund for a canceled order will take 5-7 working days depending on your payment method. Paypal is instant whereas credit card/debit card buyers may have to wait a little longer.
  • If your order cannot be canceled, you will need to initiate a return (following our return guidelines).