Refund Policy

Refund & Return Policy

Last Updated: June 2026

At HERAURA, customer satisfaction is important to us. If you are not completely satisfied with your purchase, we're here to help.

Return Eligibility

You may request a return within 7 days of receiving your order if:

✔ The item received is damaged or defective.

✔ The item received differs significantly from its description.

✔ The wrong item was delivered.

To be eligible for a return, the item must:

  • Be returned in its original condition.

  • Include all original tags, packaging, and accessories (where applicable).

  • Not show signs of additional wear, damage, or alteration after delivery.

Non-Returnable Items

For hygiene and quality reasons, the following items cannot be returned:

  • Underwear and intimate apparel

  • Swimwear (unless defective)

  • Earrings and certain accessories

  • Gift cards

  • Clearance or final sale items

Pre-Owned Items

As many of our products are pre-owned or vintage, minor signs of wear may be present and are disclosed in product descriptions and condition grades. These characteristics do not qualify as defects and are not grounds for return.

Refunds

Once your returned item has been received and inspected, we will notify you of the outcome.

If approved, your refund will be processed within 5–10 business days and issued to your original payment method.

Please note:

  • Original shipping fees are non-refundable.

  • Refund processing times may vary depending on your bank or payment provider.

Exchanges

We currently do not guarantee exchanges due to limited stock availability. If an exchange is possible, our support team will assist you.

Damaged or Incorrect Orders

If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery and provide:

  • Your order number

  • Photos of the item

  • Photos of the packaging (if applicable)

We will review your claim and work to resolve the issue promptly.

Return Shipping

If the return is approved due to an error on our part, HERAURA will cover the return shipping costs.

For all other approved returns, the customer may be responsible for return shipping fees.

How to Request a Return

To start a return, please contact us with:

  • Full Name

  • Order Number

  • Reason for Return

  • Supporting Photos (if applicable)

Email: support@heraura.co.za

Order Cancellations

Orders may be cancelled only before they have been processed or shipped. Once an order has been dispatched, our standard return policy will apply.

Contact Us

For any questions regarding returns, refunds, or exchanges, please contact our customer support team.

HERAURA
Elevate Your Aura. ✨

Important: This policy serves as a general template. Ensure it complies with applicable South African consumer protection laws, including the Consumer Protection Act (CPA), before publishing.