Refund policy

At Aura House, customer satisfaction is important to us. If you're not completely satisfied with your purchase, we're here to help. Please read our Refund & Returns Policy carefully before requesting a return.

Returns Eligibility & Process

If you would like to return an item, all returns must be authorised by Aura House before being sent back.

Step 1: Request a Return

Please email us at support@aurahouse.co.za within 7 days of receiving your order.

Include the following information:

  • Your full name

  • Your order number

  • The reason for your return request

  • Clear photos of the item(s) and the original packaging (where applicable)

Step 2: Return Request Review

Our team will review your request and respond within 2 business days.

If your return is approved, we'll provide you with detailed instructions on how and where to send your item.

Step 3: Return Your Item

Only return your item after receiving confirmation from Aura House.

Returns sent without prior authorisation may be refused and will not qualify for a refund or replacement.

Return Conditions

To be eligible for a return:

  • The item must be unused, unopened, and in its original condition.

  • The product must be returned in its original packaging.

  • Fragrances must have their original seal intact.

  • Products that have been opened, used, altered, or damaged due to customer misuse are not eligible for return.

Inspection of Returned Items

Once we receive your return, it will be inspected to ensure it matches the condition described in your return request.

If the item shows signs of use, tampering, damage, or differs from the condition shown in the submitted photos, Aura House reserves the right to decline the refund or replacement. If requested, the item can be returned to you at your expense.

Refunds & Replacements

If your return is approved following inspection:

  • Refunds will be processed to your original payment method within 5–7 business days, depending on your payment provider.

  • If you prefer, a replacement item may be sent where stock is available.

If the return is the result of an error on our part—such as receiving the wrong product, a damaged item, or an issue caused during delivery—we will arrange a replacement or refund at no additional cost to you.

Non-Returnable Items

For hygiene and quality assurance reasons, we cannot accept returns for:

  • Opened or used fragrances

  • Products without their original packaging or seal

  • Gift cards

  • Promotional or complimentary items

  • Clearance or final sale items (where stated)

  • Any item returned without prior approval

Damaged or Incorrect Orders

If your order arrives damaged, defective, or you receive the wrong item, please contact us within 48 hours of delivery.

Email support@aurahouse.co.za with:

  • Your order number

  • A description of the issue

  • Clear photographs of the item and packaging

We'll investigate the matter and work to resolve it as quickly as possible.

Shipping Costs

If the return is due to a change of mind or customer error, the customer is responsible for all return shipping costs.

If the return is due to an error by Aura House or damage during transit, we will cover the reasonable return shipping costs.

Contact Us

If you have any questions regarding our Refund & Returns Policy, please contact us:

Aura House
Email: support@aurahouse.co.za

We're always happy to assist and will do our best to resolve any concerns promptly.