Refund policy
Refund & Return Policy
Last Updated: June 2026
At HERAURA, customer satisfaction is our priority. If you're not completely satisfied with your purchase, we're here to help make the return process simple and hassle-free.
Return Window
Customers may request a return within 14 days of receiving their order.
To be eligible for a return, items must:
1. Be unused, unworn, and unwashed
2. Have all original tags attached
3. Be returned in their original packaging
4. Be free from stains, odors, damage, or alterations
Items that do not meet these requirements may not qualify for a refund.
Non-Returnable Items
For hygiene and safety reasons, the following items cannot be returned unless received damaged or incorrect:
~Underwear and lingerie
~Swimwear without hygiene seals
~Earrings and pierced jewelry
~Beauty and cosmetic products
~Gift cards
~Final Sale or Clearance items
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect item, please contact us within 48 hours of delivery.
To speed up the review process, include:
~Your order number
~Photos of the item
~Photos of the packaging
~A brief description of the issue
Our team will investigate and provide a suitable resolution.
Return Process
To initiate a return:
1. Contact our Customer Support Team.
2. Provide your order number and reason for return.
3. Wait for return approval and instructions.
4. Package your item securely and ship it back to the provided return address.
Returns sent without prior approval may not be accepted.
Refunds
Once your return is received and inspected, we will notify you regarding the status of your refund.
If approved:
~Refunds will be issued to the original payment method.
~Processing may take 5–10 business days depending on your bank or payment provider.
~Original shipping fees are non-refundable unless the return is due to our error.
Exchanges
We currently do not offer direct exchanges.
If you would like a different size, color, or item, we recommend returning the original item (if eligible) and placing a new order.
Return Shipping Costs
Customers are responsible for return shipping costs unless:
~The wrong item was shipped
~The item arrived damaged
~The item is defective
In these cases, HERAURA will cover the return shipping costs where applicable.
Order Cancellation
Orders can only be cancelled before they have been processed or shipped.
Once an order has been dispatched, it will be subject to our standard return policy.
Refund Processing Times
After your refund has been approved:
~Credit/Debit Cards: 5–10 business days
~EFT Payments: 3–7 business days
~Other Payment Methods: Subject to provider processing times
Contact Us
If you have any questions regarding returns, refunds, or exchanges, please contact us:
Email: support@heraura.co.za
Business Hours: Monday – Friday, 9:00 AM – 5:00 PM
HERAURA
Elevate Your Aura.