Return and Refund Policy
Last updated: July 20, 2026
At Aura Eyes, customer satisfaction and product hygiene are important to us. Eligible products may be returned within 7 days of delivery, subject to the conditions below.
Return Eligibility
A product is eligible for return only if:
- The return request is submitted within 7 days of delivery
- The product is unused, unopened, and untested
- The original seal and packaging are intact
- All accessories and promotional items are included
- Proof of purchase or order number is provided
Cosmetic Hygiene Policy
For hygiene and safety reasons, we cannot accept returns for cosmetic products that have been:
- Opened or unsealed
- Used, tested, or applied
- Damaged after delivery
- Altered or returned without their original packaging
This restriction does not apply when the product arrived damaged, defective, or incorrect.
Damaged, Defective, or Incorrect Products
If you receive a damaged, defective, leaking, or incorrect product, contact us within 24 hours of delivery.
Please provide:
- Your order number
- A complete unboxing video
- Clear pictures of the product
- Pictures of the parcel and shipping label
- A short description of the issue
The unboxing video should begin before the parcel is opened and clearly show the complete package and product. Claims without sufficient evidence may not be accepted.
Shade and Colour Differences
Product colours may appear slightly different because of lighting, photography, screen settings, or device displays.
Minor colour differences are not considered defects. Please review the product pictures and description carefully before ordering.
Sale and Bundle Products
Sale items, promotional products, and bundle offers are normally not returnable or exchangeable unless they arrive damaged, defective, or incorrect.
If a bundle is approved for return, all included products and free promotional items must be returned together in unused and unopened condition.
Non-Returnable Items
Returns will not be accepted for:
- Opened, used, tested, or unsealed cosmetics
- Products returned after 7 days
- Products damaged through misuse
- Products without original packaging
- Items purchased from unauthorized sellers
- Free gifts or promotional items returned separately
- Orders refused without a valid reason
- Change-of-mind requests after a product has been opened
Return Process
To request a return:
- Contact Aura Eyes through WhatsApp or email.
- Provide your order number and reason for return.
- Share the required pictures and unboxing video.
- Wait for return approval and instructions.
- Send the approved product to the provided return address.
Please do not return a product without approval.
Return Shipping Charges
If the return is due to an Aura Eyes error, such as a damaged, defective, or incorrect product, we will arrange an appropriate solution and cover reasonable return delivery costs where applicable.
For an approved change-of-mind return, the customer is responsible for return shipping charges. Original delivery charges are normally non-refundable.
Inspection and Approval
Returned products will be inspected after they are received.
If the product meets our return conditions, the return or refund will be approved. If the product is opened, used, damaged, or does not meet the stated conditions, the request may be rejected.
Refund Processing
Approved refunds are generally processed within 7–10 working days after inspection.
Depending on the original payment method, refunds may be issued through:
- Original online payment method
- Bank transfer
- An agreed alternative method
Bank or payment-provider processing times may vary.
Exchanges
An exchange may be offered for damaged, defective, or incorrect products, subject to stock availability.
If the required shade is unavailable, we may offer another shade or an eligible refund.
Order Cancellation
Contact us as soon as possible if you want to cancel an order.
An order can only be cancelled before it has been processed or dispatched. Once dispatched, delivery and return conditions will apply.
Contact Us
For return or refund assistance:
WhatsApp: +92 346 4342421
Email: auraeyesofficial01@gmail.com
Address: CBD Walton Road, Lahore Cantt, Lahore, Pakistan 54000