Refund policy

UrbanAura – Return & Refund Policy

Last Updated: October 20, 2026

At UrbanAura, customer satisfaction, product quality, and privacy are important to us. Due to the hygienic nature of our products, we follow the return and refund guidelines outlined below.

1. Returns & Exchanges

For hygiene and safety reasons, we do not accept returns or exchanges on opened, used, or unsealed condom products.

We may accept return or exchange requests in the following situations:

  • You received a damaged product.

  • You received an incorrect item.

  • The product packaging was damaged or compromised upon delivery.

  • You received an expired product.

All claims are subject to verification.

2. Reporting a Problem

If you receive a damaged, incorrect, or expired product, please contact us within 48 hours of delivery.

To help us resolve your issue, please provide:

  • Your order number.

  • Clear photographs or a video showing the issue.

  • A brief description of the problem.

Please retain the product and its original packaging until your claim has been reviewed.

3. Refunds

Once your claim has been reviewed and approved, UrbanAura may offer a replacement or refund, depending on the circumstances and product availability.

Approved refunds will be processed through the original payment method where possible. For cash-on-delivery orders, an alternative refund method may be arranged with the customer.

Processing times may vary depending on the payment provider.

4. Non-Returnable Items

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

  • Opened or unsealed condom packages.

  • Used products.

  • Products damaged after delivery due to improper handling or storage by the customer.

  • Change-of-mind requests for products delivered in proper condition.

These exclusions do not limit any rights customers may have under applicable law.

5. Order Cancellation

Cancellation requests may be accepted before an order has been dispatched. Once an order has been shipped, cancellation may no longer be possible.

Please contact our support team as soon as possible if you wish to cancel an order.

6. Delivery Issues

If your order arrives damaged, incomplete, or incorrect, contact us within 48 hours of delivery so we can review the issue and help resolve it.

7. Contact Us

For return, refund, or order-related assistance, please contact:

Brand: UrbanAura
Email: [Your customer support email]
WhatsApp: 03197439717

Our team will review your request an