Refund and Exchange Policy

Return/Exchange Eligibility

We value your satisfaction and aim to provide the best quality products. However, a product is eligible for return or exchange only under the following conditions:

  • The product was found damaged upon receipt.
  • The product delivered does not match your specifications.

How to Request a Return/Exchange

If you encounter any issues with your order, please follow these steps:

  1. Contact Us Within 24 Hours: Notify our customer service team within 24 hours of receiving the product.
  2. Provide Required Information:
    • Attach clear photographic evidence of the damaged or incorrect product.
    • Include a picture of the invoice.
    • Provide your order ID.
  3. Reach Out Through:
    • Email: sales@auragreen.co
    • WhatsApp: +92325 9001111

Important Notes

  • Complaints received after 24 hours from the time of delivery will not be facilitated.
  • Please do not dispose of the product, as it may need to be returned to process the refund or exchange.

Handling Defective Products

In the case of a defective product:

  1. Pickup Arrangements: Aura Green will coordinate with our courier partner to collect the defective item. Pickup timings and details will be communicated in advance.
  2. Packaging Requirements: Ensure the product is returned in its original packaging to facilitate the exchange process smoothly. Failure to do so may result in additional handling charges, which will be borne by the customer.
  3. Submission of Evidence: Email or WhatsApp us the following:
    • Photographic evidence of the defect.
    • A picture of the invoice.
    • The courier’s airway bill.

Replacement Process

Once the defective product is received and verified:

  • Aura Green will issue a replacement for the product as per the invoice.
  • No complaints outside the 24-hour escalation period will be entertained.

Thank you for your understanding and cooperation in ensuring a seamless resolution to your concerns.