Refund policy
Returns & Refund Policy
This Returns & Refund Policy is drafted in accordance with the Consumer Protection Act 68 of 2008 (South Africa), the Electronic Communications and Transactions Act 25 of 2002 (ECTA), and other applicable South African consumer protection legislation. Nothing in this policy is intended to limit or exclude any rights afforded to consumers under applicable law.
At Aura Collective Studio, we are committed to providing high-quality products and exceptional customer service. If you are not completely satisfied with your purchase, please review the following Returns & Refund Policy before requesting a return, exchange, or refund.
1. Eligibility for Returns
To qualify for a return, products must:
- Be returned within the applicable return period.
- Be unused, unworn, unopened, and in their original condition.
- Be returned with all original packaging, labels, protective seals, accessories, manuals, and inserts intact.
- Be accompanied by proof of purchase (invoice or order number).
Aura Collective Studio reserves the right to inspect all returned products before approving any refund, replacement, or exchange.
Products returned that do not meet these requirements may be declined and returned to the customer at the customer's expense.
2. Change of Mind Returns
As an online retailer, certain purchases may qualify for a statutory cooling-off period in accordance with the Electronic Communications and Transactions Act (ECTA).
Where applicable, customers may cancel qualifying online purchases within the legally prescribed cooling-off period, provided that:
- the goods are returned in substantially the same condition in which they were delivered;
- all original packaging is included; and
- the goods have not been used beyond what is reasonably necessary to inspect them.
Unless otherwise required by law, customers are responsible for all return courier costs relating to change-of-mind returns.
Outside of any statutory cooling-off rights, Aura Collective Studio does not accept returns simply because a customer has changed their mind.
3. Faulty, Damaged or Incorrect Products
If you receive a product that is:
- defective;
- damaged during delivery;
- materially different from what was ordered; or
- incorrectly supplied,
please notify us within 7 days of delivery by emailing our customer support team.
Where required under the Consumer Protection Act, customers may be entitled to a repair, replacement, or refund.
Aura Collective Studio reserves the right to inspect, test, or assess any returned product before determining the appropriate remedy.
4. Non-Returnable Products
For hygiene, health, and safety reasons, the following items cannot be returned unless they are defective or required by law:
- Opened beauty products.
- Used skincare products.
- Cosmetics with broken safety seals.
- Personal care products that have come into contact with skin.
- Gift cards.
- Digital products or downloadable content.
- Custom-made or personalised products.
- Clearance, promotional, or final sale items where permitted by law.
This does not affect your statutory rights in respect of defective goods.
5. Return Shipping
Unless the return is due to:
- a defective product;
- an incorrect product supplied by Aura Collective Studio;
- damage occurring before delivery; or
- any circumstance where South African law requires otherwise,
the customer is responsible for:
- arranging the return shipment;
- paying all courier costs;
- securely packaging the product; and
- ensuring the product reaches Aura Collective Studio safely.
Aura Collective Studio accepts no responsibility for products lost or damaged while being returned by the customer.
6. Refunds
Once your returned product has been received and inspected, we will notify you of the outcome.
If approved:
- refunds will be processed to the original payment method wherever reasonably possible;
- refunds generally take 7–10 business days to reflect, depending on your bank or payment provider.
Original shipping charges are non-refundable unless required by South African law.
Payment processing fees charged by third-party payment providers may not be refundable where such fees are non-recoverable by Aura Collective Studio.
7. Exchanges
We replace products only where:
- the item is defective;
- the incorrect product was supplied; or
- the product was damaged before delivery.
All exchanges remain subject to stock availability.
If the requested replacement is unavailable, Aura Collective Studio may offer an alternative product, store credit, or refund where appropriate.
8. Incorrect Delivery Information
Customers are responsible for ensuring that all delivery details are accurate before completing their purchase.
If an order is returned because of incorrect or incomplete delivery information supplied by the customer, additional courier charges will apply before the order is re-shipped.
9. Refused Deliveries and Uncollected Parcels
Where a customer:
- refuses delivery without lawful reason;
- fails to collect a parcel from the courier;
- or causes the parcel to be returned,
Aura Collective Studio reserves the right to deduct any reasonable costs incurred, including:
- original shipping costs;
- return courier charges;
- payment processing fees (where non-refundable); and
- reasonable administrative costs permitted by law,
before processing any refund.
10. How to Request a Return
To initiate a return, please contact us before sending any products back.
Please include:
- Your Order Number
- Full Name
- Contact Number
- Reason for the Return
- Photographs of the product (where applicable)
Returns sent without prior authorisation may not be accepted.
11. Inspection of Returned Products
All returned products undergo inspection upon arrival.
Aura Collective Studio reserves the right to reject a return where:
- the product shows signs of use;
- hygiene seals have been removed or broken;
- packaging is damaged beyond what is necessary to inspect the product;
- accessories or components are missing;
- the item has been altered or tampered with; or
- the return does not comply with this policy or applicable South African law.
Where a return is rejected, the customer may be responsible for the cost of returning the product.
12. Product Appearance
Product colours may vary slightly due to individual screen settings, lighting, photography, or manufacturing batches.
Minor variations in colour, packaging, or labelling do not constitute defects.
Manufacturers may occasionally update packaging without prior notice.
13. Allergic Reactions and Product Suitability
Customers are responsible for reviewing product ingredients before use.
Aura Collective Studio cannot guarantee individual results or compatibility with every skin type.
If irritation or an allergic reaction occurs, discontinue use immediately and seek appropriate medical advice.
Individual reactions do not automatically indicate that a product is defective.
14. Fraud Prevention
To protect both our customers and our business, Aura Collective Studio reserves the right to:
- request additional information before processing a refund or replacement;
- refuse fraudulent or abusive return requests;
- limit excessive return activity where permitted by law; and
- report suspected fraudulent activity to the relevant authorities.
15. Limitation of Liability
To the maximum extent permitted by South African law, Aura Collective Studio shall not be liable for any indirect, incidental, special, or consequential damages arising from the use of our products.
Nothing in this policy excludes liability where such exclusion is prohibited by law.
16. Consumer Rights
Nothing contained in this Returns & Refund Policy limits, excludes, or replaces any rights afforded to consumers under the Consumer Protection Act 68 of 2008, the Electronic Communications and Transactions Act 25 of 2002, or any other applicable South African legislation.
Where any provision of this policy conflicts with applicable legislation, the applicable legislation shall prevail.
Contact Us
If you have any questions regarding returns, exchanges, or refunds, please contact us:
Aura Collective Studio