Return & Refund Policy
Welcome to AAURA LUXE.
At AAURA LUXE, we are committed to providing a refined, reliable, and customer-focused shopping experience.
If you are not completely satisfied with your purchase, this Returns & Refunds Policy explains when a return, exchange, or refund may be available.
This policy applies to eligible orders placed through AAURA LUXE and is intended to cover customers in Pakistan, the GCC, and other international markets where our products are available, subject to applicable consumer-protection laws.
1. RETURN ELIGIBILITY
For eligible Pakistan orders, return requests should generally be submitted within 7 days of delivery, unless a different period is stated for a specific product or required by applicable law.
To qualify for a return, the item should generally be:
Unused and unworn
In its original condition
In the original packaging
Accompanied by its original accessories, tags, or documentation where applicable
Supported by valid proof of purchase
Items that have been worn, altered, damaged through misuse, or returned without required packaging may not qualify for a return.
2. INTERNATIONAL RETURN ELIGIBILITY
For international orders, return eligibility and applicable return periods may vary depending on:
Destination country
Applicable consumer-protection laws
Product category
Shipping arrangements
Customs requirements
Where mandatory consumer rights apply, those rights will take precedence over this policy to the extent required by law.
Customers should contact AAURA LUXE before sending an international return so that the appropriate return procedure can be provided.
3. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If you receive an item that is:
Damaged
Defective
Incorrect
Significantly different from the product ordered
please contact us as soon as reasonably possible after delivery.
We may request:
Order number
Photographs or video of the item
Photographs of the packaging
Description of the issue
Other information reasonably required to investigate the matter
After review, we may offer an appropriate resolution, which may include:
Replacement
Exchange
Repair where applicable
Refund
The resolution will depend on the nature of the issue, product availability, and applicable law.
4. EASY EXCHANGE
Where available, AAURA LUXE may offer exchanges for:
A different design
A different eligible product
A replacement for a defective or damaged item
Exchanges are subject to product availability.
If the replacement product has a higher price, the customer may be required to pay the difference.
If the replacement product has a lower price, any applicable price difference will be handled according to our refund procedures and applicable policy.
International exchanges may be subject to additional shipping, customs, duties, or tax requirements.
5. NON-RETURNABLE ITEMS
Unless otherwise required by applicable law, certain products may not be eligible for return or exchange, including:
Customized or personalized products
Products specifically made or modified according to customer requirements
Items damaged through misuse, improper handling, or failure to follow care instructions
Products that cannot reasonably be returned for hygiene or safety reasons, where applicable
Items specifically identified as non-returnable at the time of purchase
Any applicable exclusions will be communicated through the relevant product or policy information.
6. RETURN REQUEST PROCESS
To request a return, please contact:
Email: info@aauraluxe.com
Please include:
Full name
Order number
Product name
Reason for return
Photographs or other supporting information where applicable
Do not send a return shipment before receiving return instructions from AAURA LUXE.
Returns sent without prior authorization may be delayed or may not be accepted.
7. RETURN INSPECTION
All returned products are subject to inspection.
We will assess:
Product condition
Packaging
Signs of use or wear
Damage
Completeness of the returned order
Compliance with the applicable return requirements
Approval of a return does not occur automatically upon receipt of the returned package.
8. REFUND PROCESS
Once an eligible return has been received and approved, the applicable refund will normally be initiated within 5–7 business days.
The time required for the funds to appear in your account may depend on:
Payment method
Bank
Payment provider
Card issuer
International banking processes
Where possible, refunds will be issued through the original payment method.
Where the original payment method is unavailable or where another method is reasonably required, a refund may be processed through an appropriate bank-transfer method, subject to verification and applicable requirements.
9. RETURN SHIPPING COSTS
Defective, Damaged or Incorrect Orders
Where AAURA LUXE confirms that an item was defective, damaged before delivery, or incorrectly supplied, we will generally cover the reasonable return shipping cost through the applicable return process.
Change of Mind or Other Customer-Initiated Returns
For returns requested for reasons other than a confirmed product issue, the customer may be responsible for applicable return shipping costs.
Shipping costs are subject to applicable law and the specific circumstances of the return.
10. INTERNATIONAL RETURNS
International returns may involve additional logistical requirements.
Customers may be responsible for costs associated with:
International return shipping
Customs processing
Import or export charges
Duties
Taxes
Brokerage or handling fees
Where a return is required because AAURA LUXE supplied an incorrect, defective, or damaged product, we will work with the customer to determine the appropriate return arrangement.
Customers should not return an international order without first contacting AAURA LUXE.
11. CUSTOMS DUTIES & TAXES
Customs duties, import taxes, VAT, brokerage fees, and other destination-country charges may apply to international orders.
Unless expressly stated otherwise, these charges are generally the responsibility of the customer.
Customs duties and taxes already paid to a government authority may not be refundable by AAURA LUXE.
The treatment of such charges may depend on the destination country's laws and the relevant customs authority.
12. REFUNDS FOR CANCELLED ORDERS
If an order is cancelled before dispatch and the cancellation is accepted, any eligible refund will generally be processed through the original payment method.
If an order has already been dispatched, cancellation may not be possible and the applicable return procedure may apply instead.
13. FAILED OR REFUSED DELIVERY
If an order is returned to AAURA LUXE because of:
Incorrect address
Incorrect contact information
Customer refusal
Repeated failed delivery attempts
Failure to complete applicable customs requirements
additional shipping or return charges may apply where permitted by applicable law.
Any refund will be assessed according to the circumstances of the return and applicable policy.
14. SALE & PROMOTIONAL ITEMS
Products purchased during promotions, sales, clearance events, or special campaigns may be subject to specific return or exchange conditions.
Any special conditions will be communicated at the time of purchase.
Mandatory consumer rights under applicable law will continue to apply where required.
15. PRODUCT-SPECIFIC CONDITIONS
Certain products or collections may have specific return conditions because of their nature, customization, packaging, hygiene considerations, or other legitimate requirements.
Where specific conditions apply, they will be communicated on the relevant product page or at checkout where appropriate.
16. CONSUMER RIGHTS
Nothing in this Returns & Refunds Policy is intended to remove, restrict, or replace any mandatory consumer rights available under the laws applicable to your purchase.
If the law of your country provides rights that are more favorable than the terms stated in this policy, those mandatory rights will apply to the extent required by law.
17. POLICY UPDATES
AAURA LUXE may update this Returns & Refunds Policy from time to time to reflect changes in:
Products
Business operations
Shipping arrangements
Payment methods
Applicable laws
Consumer-protection requirements
The latest version will be published on this page with the applicable effective date.
18. CONTACT US
For return, exchange, or refund assistance, please contact:
AAURA LUXE JEWELS (SMC-Private) Limited
Email: info@aauraluxe.com
Phone: +92 326 2900333
Location: Lahore, Pakistan
When contacting us, please include your order number so we can assist you efficiently.
OUR COMMITMENT
At AAURA LUXE, we believe that a premium experience should continue even when something does not go as expected.
We aim to handle every return, exchange, and refund request with fairness, transparency, professionalism, and care.
Fair • Transparent • Reliable • Customer-Focused
AAURA LUXE
Timeless • Refined • Effortless