Return and exchange policy

Chinese version (Last updated: 2024/02/10)

All aura items are strictly inspected before dispatch. 

Therefore, our store only accepts the replacement of products with the following problems, and does not provide return or exchange services in other cases.

• Items that do not match the order;
• The product has non-human defects;
• The product does not match the description on the product page.

Only one return/exchange can be arranged for each order . Please ensure that the product does not fall into the list of non-returnable products, and keep the complete product (must be in brand new condition) , tag (if applicable) and packaging box/paper. Returns will not be accepted if there is any defect, damage or loss. .

Items that are not returnable or exchangeable

In addition, due to relevant terms and hygiene reasons, the return policy does not apply to the following products. include:

• Products marked "No Returns or Exchanges" on the product description page
• Perishable, short-shelf-life groceries, beverages and foods;
• Accessories, swimsuits, socks, underwear, personal products and clothing;
• customized products;
• The goods are contaminated with odors other than the product itself (including but not limited to perfume, smoke, body odor, laundry detergent, etc.);
  
• Goods that have been used, cleaned or modified, opened, or have their original packaging damaged;
• Damage caused by improper use of the product (including but not limited to stains, overheating, human damage, etc.);
• Items not sold by aura

If we receive goods that are not returnable or exchangeable, we will send the goods back to the shipping address in the order (the shipping costs will be borne by you), and no refunds or exchanges will be made. The product list will be updated from time to time, please refer to the return and exchange policy for details.

Goods that are not confirmed to be damaged

• Size error less than 4cm:
  Since the goods are measured by hand, it is normal to have a deviation of 1-4cm. The size may also have errors due to different materials and measurement methods, so it cannot be used as a reason for return or exchange.
• Color difference problem:
  The color of product photos may vary due to external factors (such as display model, lighting, shooting environment, etc.). Therefore, the color is subject to the actual product received.
• Minor imperfections:
  Such as threads, small dirt, unopened button doors, natural lines of leather products, folding wrinkles and indentations, etc., are not considered product damage.
  
  

Gifts <br data-mce-fragment="1">All gifts are non-refundable or exchangeable. For some specially noted discounts or promotions, the entire order must be returned, and partial returns and refund applications will not be accepted.
If the return does not reach the current threshold of full discounts and full gifts, the discounts and gifts must also be taken back and returned. If the number of items with combined discounts is not reached after the return, the original price of the retained items will be restored.

Return and exchange service process

1. Please provide your order details within 48 hours after receiving the goods: your name, order number, product problems (if any) and relevant photos. Please make sure all information is correct.
2. The relevant goods must be returned within 3 days after notifying CS. It is recommended to use SF Express to return goods.
   
   Address : Shop No. 74&101, 1/F, Wanbao Shopping Centre, 2 Ching Hoi Wai, Tuen Mun, New Territories
   Contact person: AURA
   Tel : 5412 2574
   Note: Customers need to pay the return shipping fee first (except for the wrong item). If the item is confirmed to be defective after receipt inspection, the store will refund the shipping fee to you.
   
   
3. Please fill in the following information on paper and send it back together with the returned goods:
   Facebook / Instagram account name (if applicable):
   Reasons for return and agreed handling method: (e.g. the product is damaged and requires re-ordering)
   Contact number:
   
   
4. After sending the goods, please send the SF shipping order (complete shipping order) back to CS.

In case of any dispute, aura reserves the right of final decision.