Refund policy

At The Luxe Aura, your satisfaction is our priority. If you're not completely happy with your order, we're here to assist you through the return and refund process, provided it meets our conditions below.

Returns Eligibility & Process

If you wish to return a product, please follow the steps below. Returns must be authorized before they are sent back to us.

Step 1: Request a Return

Include the following:

Your full name

Order number

Reason for return

Clear images of the item(s) and packaging

Step 2: Wait for a Response

We will review your request and respond within 2 business days.

If approved, we’ll send you detailed instructions on how to return the item.

Step 3: Send the Item Back (if approved)

Only proceed with the return after receiving our confirmation.

Unauthorised returns will not be accepted or refunded.

Return Conditions

Items must be unused, unopened, and in the original condition and packaging.

Fragrances must be returned with the original seal intact.

Products damaged due to customer mishandling or usage cannot be returned.

Inspection on Return

Once your returned item is received:

It will be inspected to ensure it matches the images and condition originally submitted.

If the product has been used, tampered with, or arrives in a different condition than shown in your return request, we reserve the right to decline the refund or replacement. In such a case, the item can be returned to you at your expense.

Refunds or Replacements

Once the return is approved after inspection:

A replacement will be sent or a refund will be processed to your original payment method within 5–7 business days.

If the return is due to a fault on our side (damaged item, incorrect product, or a courier issue), we will arrange a replacement or refund at no extra cost to you.

Non-Returnable Items

We do not accept returns on:

Opened or used fragrances

Items without original packaging

Gift cards or promotional items

Orders returned without prior approval

If you have any further questions, feel free to contact us at support@theluxeaurasa.co.za.