Refund policy

Thank you for shopping with UrbanAura. We are committed to providing genuine skincare, herbal, and personal care products. Please read our Return & Refund Policy carefully before making a purchase.

1. Change of Mind Returns

Due to the hygienic nature of skincare, herbal products, body sprays, deodorants, and fragrances, we generally do not accept returns or exchanges for products purchased due to a change of mind once they have been delivered.

However, we may accept a change-of-mind return if all of the following conditions are met:

  • The return request is submitted within 1 day of receiving your order.
  • The product is unopened, unused, and in its original sealed packaging.
  • All original labels, accessories, and packaging are intact.
  • You provide the original order number or proof of purchase.
  • The product is not marked as non-returnable, clearance, promotional, or final sale.

Customers are responsible for the return shipping costs unless the return is due to our error.

2. Damaged, Defective, or Incorrect Products

If you receive a product that is:

  • Damaged during shipping,
  • Defective,
  • Expired, or
  • Different from the item you ordered,

please contact us within 24 hours of delivery.

To process your request, please provide:

  • Your order number,
  • Clear photos of the product,
  • Photos of the packaging, and
  • A brief description of the issue.

Once verified, we will arrange a replacement or issue a refund at no additional cost.

3. Non-Returnable Items

For health, hygiene, and safety reasons, we cannot accept returns for:

  • Opened or used skincare products.
  • Opened body sprays, perfumes, deodorants, or fragrances.
  • Products with broken seals or damaged packaging caused after delivery.
  • Products damaged due to misuse, improper storage, or normal wear.
  • Clearance, discounted, promotional, or final-sale items unless defective.

4. Refund Process

After we receive and inspect your returned item, we will notify you of the outcome.

If approved:

  • Refunds will be processed using the original payment method whenever possible.
  • Cash on Delivery (COD) orders will be refunded via bank transfer or another mutually agreed method.
  • Refunds are generally processed within 2–5 business days after approval.

Shipping charges are non-refundable unless the return is due to our mistake or a defective product.

5. Exchange Policy

We only replace items that are damaged, defective, expired, or incorrectly supplied. Exchanges for different products, fragrances, or variants due to customer preference are subject to availability and may not be accepted.

6. How to Request a Return

To request a return or report an issue, please contact our customer support with:

  • Full Name
  • Order Number
  • Contact Number
  • Reason for Return
  • Supporting Photos (if applicable)

Our team will review your request and provide return instructions if your request is approved.

7. Contact Us

If you have any questions about this Return & Refund Policy, please contact our customer support team:

Email: thezaeemkhan879@gmail.com
Phone: 03197439717
Business Hours: 24 Hours

Thank you for choosing UrbanAura. We appreciate your trust and strive to ensure every customer has a positive shopping experience