Refund and Return Policy

At অরা (Auraa), customer satisfaction is our priority. We aim to provide a smooth and hassle-free return and refund process. Please read our policy below to understand how you can return or exchange items and get a refund if needed.

1. Return Eligibility

You can return or exchange a product if:

  • The product is unused, unworn, and in its original condition.
  • The product is returned with all original packaging, tags, and accessories.
  • The return request is made within 7 days of receiving the product.

2. Non-Returnable Items

Certain items are not eligible for return or exchange, including:

  • Perishable goods (e.g., food items).
  • Personalized or custom-made products.
  • Intimate or hygiene products (e.g., undergarments).
  • Products that have been used, damaged, or altered by the customer.

3. How to Initiate a Return

To request a return or exchange:

  1. Contact Us: Email us at support@auraa.com.bd or message us on our Facebook page (facebook.com/auraa.com.bd) with your order number and reason for the return.
  2. Approval: Once your request is approved, we will provide you with the return instructions.
  3. Send the Product: Pack the item securely and send it to the address provided. Return shipping costs are the customer’s responsibility unless the return is due to our error (e.g., wrong or defective product).

4. Refund Process

Once we receive and inspect your returned item, we will notify you about the approval or rejection of your refund.

  • Approved Refunds: The refund will be processed within 3–7 business days.
  • Refund Methods: Refunds will be issued using the original payment method (e.g., mobile banking, card, or cash). For Cash on Delivery (COD) orders, refunds will be processed via mobile banking or a bank transfer.

5. Exchanges

If you received a defective, damaged, or incorrect item, we will exchange it for the correct product at no additional cost. Please follow the steps under How to Initiate a Return to start the process.

6. Cancellation Policy

  • You can cancel your order anytime before it has been shipped by contacting us via email or Facebook.
  • Once the order is shipped, cancellations are not allowed, but you can initiate a return after receiving the product.

7. Contact Us

For any questions or assistance regarding refunds, returns, or exchanges, please reach out to us:

8. Note

  • Refunds and returns are subject to approval based on the condition of the returned product.
  • We reserve the right to refuse returns or refunds if the product does not meet the eligibility criteria.

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