Refund policy

At Aura Marche, we want you to love what you receive. We understand that online shopping can sometimes feel different from shopping in person, which is why we have created a straightforward return and exchange process.

1. Eligibility for Return or Exchange

A product may be eligible for return or exchange if:

· The wrong product was delivered.

· The product received is damaged or defective.

· The product received is materially different from the product ordered.

· The wrong size was delivered due to an error on our part.

For size-related exchanges or change-of-mind requests, eligibility depends on the condition of the product and the specific product category.

2. Return Time Period

Customers should contact Aura Marche within [7 days] of receiving the order to request a return or exchange.

Requests made after this period may not be accepted unless the issue involves a manufacturing defect or another circumstance covered by applicable law.

3. Product Condition

For a return or exchange to be accepted, the product should generally be:

· Unworn

· Unused

· In its original condition

· Returned with its original packaging

· Returned with tags/accessories, where applicable

· Free from stains, marks, perfume, makeup, washing, or other signs of use

For hygiene reasons, certain products may not be eligible for return once used.

4. Items That Cannot Be Returned

Unless required otherwise by applicable law, we may not accept returns for products that:

· Have been worn or used

· Have been washed or altered

· Are damaged after delivery due to customer handling

· Are missing original packaging or accessories

· Have been customized specifically for the customer

5. Wrong or Damaged Product

If you receive an incorrect, damaged, or defective product, please contact us as soon as possible.

We may request photographs or a short video showing the issue so that our team can properly review the claim.

If the issue is confirmed to be our responsibility, Aura Marche may provide an exchange, replacement, refund, or another appropriate resolution.

6. Size Exchange

If you selected the wrong size, you may request an exchange within [7 days], provided the product is unused and meets our return conditions.

The availability of the requested replacement size will be subject to stock availability.

Where applicable, delivery or return charges for a customer-requested size exchange may be the customer's responsibility.

7. Refunds

Once a return is approved and received, Aura Marche will inspect the product.

If a refund is approved, the refund will generally be processed through the applicable payment method or another mutually agreed method.

For Cash on Delivery orders, refunds may require additional information from the customer to process the payment securely.

8. Refund Processing Time

After approval, refunds may take [5–10 business days] depending on the payment method, banking institution, payment provider, or other processing arrangements.

The actual time may vary.

9. Delivery Charges

Original delivery charges may be non-refundable where the customer is returning an otherwise correctly delivered product for reasons such as change of mind or incorrect size selection.

However, where the return is due to an error by Aura Marche, a defective product, or an incorrect item being delivered, Aura Marche will determine the appropriate resolution in accordance with applicable consumer rights.

10. Return Process

To initiate a return or exchange:

1. Contact Aura Marche through our official WhatsApp, phone number, or email.

2. Provide your order number.

3. Explain the reason for the return/exchange.

4. Provide photographs or videos where requested.

5. Wait for confirmation from our customer support team.

6. Follow the return instructions provided by Aura Marche.

Please do not send a product back without first contacting our team.

11. Fraudulent or Abusive Claims

Aura Marche reserves the right to investigate suspicious, fraudulent, or repeatedly abusive return requests.

This does not affect any genuine rights available to customers under applicable law.

12. Consumer Rights

Nothing in this policy is intended to remove, restrict, or unlawfully limit any mandatory rights available to consumers under applicable Pakistani law.