Refund policy
Return & Refund Policy
Last updated: 29 August 2026
At AURA, we want you to be happy with your purchase. This Return & Refund Policy explains our voluntary 30-day money-back guarantee and your rights under applicable South African consumer law.
Nothing in this policy limits, excludes or waives any right or remedy that you have 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).
1. AURA 30-Day Money-Back Guarantee
In addition to your statutory consumer rights, AURA offers a voluntary 30-day money-back guarantee.
If you purchase an AURA product and decide that it is not right for you, you may contact us within 30 days after receiving your order to request a return under this guarantee.
To request a return:
Email: support@shop-aura.co.za
Please include your order number and the reason for your return.
We will provide you with the appropriate return instructions before you send the product back.
The 30-day guarantee is an additional benefit offered by AURA and does not replace or reduce any rights you may have under South African law.
2. Defective, Unsafe or Poor-Quality Products
AURA complies with the applicable statutory consumer protections under the CPA.
Under section 55 of the CPA, consumers are entitled to goods that are reasonably suitable for the purposes for which they are generally intended, of good quality, in good working order and free of defects, and durable for a reasonable period having regard to the circumstances.
Section 56 provides an implied warranty of quality.
If goods fail to satisfy the applicable requirements and standards contemplated by section 55, a consumer may return the goods to the supplier within six months after delivery, without penalty and at the supplier's risk and expense. Where section 56 applies, the consumer may direct the supplier to repair or replace the goods, or refund the price paid for the goods.
These statutory rights are separate from AURA's voluntary 30-day money-back guarantee.
3. How to Report a Defective Product
If you believe your AURA product is defective, unsafe or does not comply with the applicable requirements of the CPA, contact:
AURA Customer Support
Email: support@shop-aura.co.za
Please provide:
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Your full name;
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Order number;
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Date of purchase or delivery;
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Description of the problem; and
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Photographs or video of the issue where reasonably necessary.
We may need to examine or test the product to determine the nature of the reported problem.
Where the CPA provides a remedy, we will process the matter in accordance with the applicable statutory requirements.
4. Damaged Products on Delivery
If your AURA product arrives damaged, please contact us at:
Please provide photographs of the product and its packaging as soon as reasonably possible.
We will assess the issue and arrange the appropriate remedy where applicable.
Nothing in this process limits your statutory rights under South African law.
5. Incorrect Product or Missing Items
If you receive a product different from the one you ordered, or an item that should have been included with your order is missing, contact us at:
Please provide your order number and details of the issue.
We will investigate the matter and, where applicable, arrange the appropriate correction, replacement or refund.
6. Electronic Transactions and Cooling-Off Rights
Because AURA sells products through an online store, certain transactions may be subject to the ECTA.
Where section 44 of the ECTA applies, a consumer has a statutory cooling-off right of seven days after receipt of the goods, subject to the requirements and exclusions contained in the Act.
Where the statutory cooling-off right is properly exercised, the consumer is not required to provide a reason and may be responsible for the direct cost of returning the goods, as provided for by the ECTA.
Where payment has already been made, any refund required under the ECTA will be processed in accordance with the Act.
The statutory ECTA cooling-off right is separate from AURA's voluntary 30-day money-back guarantee.
The ECTA is the South African legislation governing electronic communications and transactions, and its current government publication identifies section 44 as part of the Act's consumer protections for electronic transactions.
7. Returns Under the Voluntary 30-Day Guarantee
A return made solely under AURA's voluntary 30-day money-back guarantee is separate from a return based on a statutory right.
For a voluntary return, we may require the product to be returned before the refund is processed.
Please return the product safely and, where reasonably possible, with the accessories and packaging supplied with it.
Do not send a product back without first contacting us at:
and receiving return instructions.
Unless applicable law requires otherwise, the direct cost of returning a product under the voluntary 30-day money-back guarantee is the customer's responsibility.
Where a return is required because the product is defective, unsafe or otherwise qualifies for a statutory remedy, applicable South African law will determine responsibility for return costs.
8. Used Products
Our voluntary 30-day guarantee is intended to give customers a reasonable opportunity to decide whether AURA is right for them.
However, statutory rights relating to defective, unsafe or non-compliant goods are not removed merely because a product has been opened or used.
Where a consumer is exercising a statutory right, the requirements of the applicable South African law will determine whether the return qualifies.
9. Damage Caused by Misuse
AURA's voluntary 30-day money-back guarantee does not cover damage caused by misuse, abuse, unauthorised modification or repair, failure to follow applicable product instructions, or accidental damage occurring after delivery.
This does not limit any rights that cannot legally be excluded under South African law.
10. Refunds
Where a refund is due under AURA's voluntary guarantee or applicable law, we will process the refund using the original payment method where reasonably possible.
The time taken for the funds to appear in your account may depend on the payment provider or financial institution.
Where a statutory refund is required, AURA will comply with the applicable requirements of South African law.
11. Exchanges
If you would prefer an exchange under our voluntary 30-day guarantee, contact:
Where applicable South African law gives you a choice of remedy for qualifying defective, unsafe or poor-quality goods, your statutory rights will apply.
12. How to Start a Return
To request a return or refund, email:
Please include:
Order number:
Full name:
Email address used for the order:
Reason for return:
Photographs/video, where relevant:
Please wait for our return instructions before sending the product back.
13. Statutory Consumer Rights
Nothing in this policy is intended to limit, exclude or waive a consumer right or remedy that cannot lawfully be limited, excluded or waived under South African law.
In particular, this policy does not remove or reduce applicable rights under the Consumer Protection Act 68 of 2008 or the Electronic Communications and Transactions Act 25 of 2002.
If any provision of this policy conflicts with a mandatory provision of South African law, the applicable law will prevail.
14. Contact
AURA Customer Support
Email: support@shop-aura.co.za
We will assist you with your return, refund or product-related enquiry as soon as reasonably possible.