Your satisfaction matters to us. If something is not right, we will make it right.
7-day return and exchange window
You may request a return or exchange within 7 days of receiving your order.
To be eligible, products must be unopened, unused and in their original packaging with seals intact.
For hygiene and safety reasons, opened or used skincare and haircare products cannot be returned unless they are damaged, defective or incorrect.
Damaged, defective or wrong items
If your parcel arrives damaged, leaking, or you received the wrong item, message us on WhatsApp or email within 48 hours of delivery with your order number and clear photos or an unboxing video.
We will send a free replacement or issue a full refund, including delivery charges. You will not be charged for return shipping in these cases.
How to request a return
Contact us on WhatsApp (0329 7722293) with your order number, the product and the reason for return.
Our team will confirm eligibility and share the return address. Please do not send products back without contacting us first.
For change-of-mind returns, the customer bears the return shipping cost, and the original delivery charge is non-refundable.
Refunds
Once we receive and inspect the returned product, approved refunds are sent to your bank account or JazzCash wallet within 5 to 7 working days.
Refunds are issued to the same payment method you used, or to an account you share with us in writing.
Order cancellation
You can cancel your order free of charge any time before it is dispatched. If you have already paid, you will receive a full refund within 3 to 5 working days.
Orders that have already been handed to the courier cannot be cancelled, but may be returned under this policy.
Last updated October 2026 · Aura Destiny by Ujala