Refund Policy

Refund Policy

At Aura Elixir, we are committed to customer satisfaction. This refund policy outlines the terms and conditions for returns, refunds, and cancellations in accordance with Indian consumer protection laws.

Return Policy

We understand that purchasing fragrances online can be challenging. To ensure customer satisfaction, we offer the following return options:

Product Categories

• Unopened Products: Full refunds accepted within 2 days of delivery for unopened, original packaging products
• Trial/Decant Sizes (20ml): Strictly non-returnable, non-refundable, and non-exchangeable. We recommend decants to test products before purchasing full-size bottles
• Opened or Used Fragrances: Returns and exchanges are not offered for opened, tested, or used fragrances for health and safety reasons
• Damaged/Defective Products: Returns accepted for damaged or defective products with proof (unboxing video). Contact us within 2 business days of delivery. When approved, replacement will be provided in 7 days

Return Process

To initiate a return, please contact us with the following information:

• Customer Name and Email Address
• Order Number
• Reason for Return
• Proof of damage/defect (unboxing video if applicable)

Return Eligibility

Returns must meet the following criteria:

• Requested within 2 days of delivery
• Product is unopened and in original packaging (except for damaged/defective items)
• Accompanied by a valid RMA number (Request for Return Authorization)
• Shipped back to our address at customer's expense
• Product received in resalable condition

Damaged/Defective Products

If your order arrives damaged or defective:

• Contact us within 2 business days with mandatory unboxing video
• Email: help@auraelixir.co.in or call +91 9028709575 (Monday-Friday, 11 AM - 6 PM)
• We will arrange for replacement or refund at our discretion
• When damaged product is approved, replacement will be provided in 7 days
• Original shipping costs are non-refundable for damaged items; replacement shipping is on us

Shipping Costs

Shipping costs are non-refundable for:

• Returned, undelivered, unclaimed, or refused packages
• Any shipping costs incurred by you to return products to us
• Initial shipping charges for returned items

Exception: In case of shipping errors made by us (wrong address provided to carrier, etc.), we will cover the cost of replacement shipment.

Refund Processing

Refund Approval

• Refunds are processed only upon approval after we receive and inspect the returned product
• We verify that the product meets return criteria before approving refunds
• Refund status will be communicated via email

Refund Timeline

• Processing time: 7-10 business days from product receipt and verification
• Bank processing time: Additional 2-3 business days for the refund to appear in your account
• Total refund timeline: 10-15 business days from product receipt

Refund Method

• Refunds are issued to the original payment method used for purchase
• For cash-on-delivery (COD) orders, bank details must be provided
• Processing may take an additional 2-3 business days depending on your bank

Refund Deduction

A 2.5% payment gateway processing fee is deducted from all refunds. This fee covers the cost of payment processing and transaction reversal. For example, on a ₹1,000 order, you would receive ₹975 after the deduction.

Failed Transactions

If your payment fails or is declined:

• Refunds for failed online transactions are automatically processed to the original payment source
• Processing time: Up to 7 working days
• We do not hold any amounts; processing depends on your bank and payment gateway
• Check your bank account or credit card statement to confirm the refund

Replacement Policy

For damaged or defective products, we offer replacements as an alternative to refunds:

• Replacement is available within 2 days of delivery with proof (unboxing video)
• We ship the replacement product at our expense
• Original product must be returned to us for inspection
• Replacement timeline: 3-5 business days after return approval

Cancellation Policy

Company-Initiated Cancellations

We reserve the right to cancel orders at our discretion. Common reasons for cancellations include:

• Product out of stock or unavailable
• Pricing or product information errors
• Quality defects identified during fulfillment
• Additional verification or compliance requirements
• Fraudulent or suspicious activity

Customer-Initiated Cancellations

Orders can be canceled by customers under the following conditions:

• Timing: Orders can be canceled within 1 hour of placement only
• After 1 hour: Order enters fulfillment stage and cannot be canceled
• How to Cancel: Email order ID, customer name, and cancellation reason to help@auraelixir.co.in
• Refund: Full refund (minus 2.5% processing fee) will be issued to original payment method

Important Notes

• No Return Without RMA: Returns without a valid RMA number may be returned to you or destroyed at our discretion
• Unboxing Video Required: Mandatory for all damage/defect claims. Video must show sealed package opening
• Product Condition: Returned items must be in resalable condition with original packaging intact
• Health & Safety: No returns accepted for opened, tested, or used fragrances for health and safety compliance
• Sample Size Products: Decants and samples are final sale products - no returns or exchanges
• Age Verification: Orders may be canceled if age verification cannot be completed

Indian Consumer Protection Act Compliance

This Refund Policy complies with:

• Consumer Protection Act, 2019: All consumer rights regarding returns, refunds, and complaints
• E-commerce Rules, 2020: Mandatory return window and cancellation policies
• Goods and Services Tax Act, 2017: GST treatment of refunds and returns

Contact & Support

For any questions regarding refunds, returns, or cancellations, please contact us: