Refund policy

Refund & Return Policy PureAura Wellness — Effective Date: June 2026

At PureAura Wellness, your satisfaction and confidence in every purchase matters to us. We are committed to being transparent, fair, and professional in how we handle every return and refund request. Please read this policy carefully before making a purchase.

1. Our Commitment to You

We want you to love every product you receive from us. If something is not right with your order, we will do everything we can to make it right. This policy is designed to be honest and straightforward — no hidden conditions, no unnecessary red tape.

2. Return Eligibility

You may return a product under the following conditions:

2.1 Change of Mind We accept change-of-mind returns within 7 days of receiving your order, provided that:

  • The product is unopened and unused
  • The product is in its original packaging, undamaged and in a resalable condition
  • You contact us before sending anything back

Please note: Due to hygiene and safety regulations, we cannot accept returns on opened or used beauty, skincare, or wellness products. This applies to face masks, serums, sprays, and any product where the seal has been broken. This is to protect both our customers and the integrity of every product we sell.

2.2 Damaged or Defective Products If your product arrives damaged, defective, or not as described, you are entitled to a full refund or a free replacement. You must notify us within 48 hours of delivery with:

  • Your order number
  • A clear photo or short video showing the damage or defect
  • A brief description of the issue

2.3 Wrong Item Received If we sent you the wrong product, we sincerely apologise. Contact us within 48 hours of delivery and we will arrange a free return and send you the correct item at no additional cost.

3. Non-Returnable Items

The following products cannot be returned or refunded unless they arrive damaged or defective:

  • Opened or used skincare, beauty, and wellness products
  • Products with a broken seal or removed protective packaging
  • Items purchased on sale or as part of a promotional bundle (unless defective)
  • Gift cards or digital vouchers

4. How to Request a Return

To begin a return, please contact us before sending any item back. Unauthorised returns will not be accepted.

Step 1: Email us at contact@pureaurawellnesss.co.za with the subject line: "Return Request — [Your Order Number]"

Step 2: Include the following in your email:

  • Full name and order number
  • Reason for the return
  • Photos if the item is damaged, defective, or incorrect

Step 3: Our team will respond within 1–2 business days with return instructions and a return address.

Step 4: Package the item securely in its original packaging and send it using a trackable courier service.

5. Refund Processing

Once we receive and inspect the returned item, we will notify you by email. If approved, your refund will be processed as follows:

  • Refund method: Back to your original payment method (Yoco or Payfast)
  • Processing time: Within 5–7 business days of receiving the returned item
  • Bank processing delays: Please allow an additional 2–3 business days for your bank to reflect the refund

If you paid by EFT via Payfast, please include your banking details in your return request email so we can process your refund directly.

6. Return Shipping Costs

  • Change of mind (unopened product): Customer covers return shipping
  • Damaged or defective product: PureAura Wellness covers return shipping
  • Wrong item received: PureAura Wellness covers return shipping

We recommend using a trackable courier service for all returns. PureAura Wellness is not responsible for items lost in transit during a return.

7. Exchanges

We currently do not offer direct product exchanges. If you would like a different product, please return your eligible item for a refund and place a new order for your preferred product.

8. Consumer Rights — South Africa

This policy is in addition to, and does not limit, your rights under the Consumer Protection Act 68 of 2008 and the Electronic Communications and Transactions Act 25 of 2002. If you have concerns about your consumer rights, you may contact the National Consumer Commission (NCC) at www.thencc.gov.za.

9. Contact Us

  • Email: contact@pureaurawellnesss.co.za
  • Instagram: @pure_aurawellness
  • Facebook: PureAura Wellness
  • Response time: Monday to Friday, within 1–2 business days

We are a small business and we truly care about every customer. If something has gone wrong, please give us the opportunity to fix it.

PureAura Wellness reserves the right to update this policy at any time. Changes will be reflected on this page with an updated effective date.