Refund policy

Aura Care – Return & Refund Policy 

1. About This Policy

This Return & Refund Policy forms part of your agreement with Aura Care (Pty) Ltd (“we”, “us”, “Aura Care”, “our”) and governs your rights and obligations when purchasing products from our online store at aura‑care.com (the “Site”). This policy is in addition to your rights under applicable South African law including the Consumer Protection Act 68 of 2008 (“CPA”) and the Electronic Communications and Transactions Act 25 of 2002 (“ECTA”).

2. Your Statutory Rights 

2.1 Quality, Safety & Usability

You have the right to goods that:

  • Are of good quality, safe and free from defects;
  • Are fit for the purpose for which they were sold; and
  • Match the description provided at the time of sale.

If goods fail any of these, you are entitled to return them for a refund, replacement, or repair at your choice, and the supplier (us) must cover the cost of returning them if they were defective or not as described. This right applies for up to six (6) months from delivery for physical products.

2.2 Cooling‑Off Period

Under the ECTA, you may cancel your online order within 7 calendar days of receiving the goods, without reason, provided the goods are unused and in original condition.

3. When You Can Return Products

3.1 Defective, Damaged or Not as Described

If the product you receive is:

  • Defective,
  • Damaged in transit,
  • Not as described on our Site, or
  • Not fit for the purpose communicated at the time of sale,
    you may return it for a refund, repair or replacement within 6 months of delivery.

How to Request a Return for These Reasons:

  1. Contact our support team within 7 calendar days of delivery with:
    • Proof of purchase (invoice/order number),
    • Photos of the issue, and
    • A description of the problem.
  2. We may arrange a collection or provide return instructions.
  3. Once received and inspected, we will confirm whether a refund/repair/replacement applies.
    Refunds will be processed within 10–14 business days of acceptance.

3.2 Change of Mind

South African law does not give a statutory right of return solely because a customer changed their mind (“buyer’s remorse”). However, we may offer change‑of‑mind returns at our discretion.

If we permit a change‑of‑mind return:

  • You must request it within 7 calendar days of delivery;
  • The goods must be unused, unopened and in original packaging;
  • All tags and hygiene seals must be intact;
  • You are responsible for the cost of returning the goods; and
  • We may deduct a reasonable restocking/admin fee if applicable.

Note: Some products (e.g., opened beauty/hygiene items) may not be eligible for change‑of‑mind returns due to safety and hygiene concerns.

4. Returns & Exchanges Conditions

To qualify for a return or exchange, the following must apply:

✔ You must initiate a return within the approved return period above.
✔ You must provide the original invoice/proof of purchase.
✔ Items must be returned in original condition with all packaging, accessories, manuals, and tags.
✔ Returned products must not be washed, worn, damaged, or have altered packaging (unless defective).

If these conditions are not met, we reserve the right to refuse the return or offer a partial refund based on the condition of the item.

5. How Refunds Are Processed

  • Refunds, when granted, will be made via your original payment method.
  • In some rare cases (e.g., refund to original method not available), we may offer store credit or another agreed method.
  • You can expect a refund to be completed within 10–14 business days after we accept the return.

6. Returns Shipping

  • For defective, damaged or incorrect items, we will cover return shipping costs where required by law.
  • For change‑of‑mind returns, you are responsible for return shipping and any related charges unless otherwise agreed.

7. Exchanges

If you want a different size, colour or product:

  • Contact us stating your request within the applicable return period.
  • Exchanges are subject to stock availability.
  • If the alternate has a different price, the difference will be charged or refunded.

8. Warranty & Repairs

Certain products may carry separate manufacturer warranties. Warranty claims are handled in accordance with the warranty documentation supplied with the product.

9. Dispute Resolution

If you have a dispute that cannot be resolved with us:

  • You may lodge a complaint with the National Consumer Commission (NCC),
    Email: complaints@thencc.gov.za | Tel: 012‑428‑7000.

Supply all relevant information, including order numbers, communications, and product details.

10. Policy Changes

We may update this policy as needed to comply with changes in law or business operations. The latest version will always be available on our Site.