Last updated: June 2026
Our Return & Refund Policy
We want you to love your AURÉA purchase. If something isn't right, we're here to help. This policy is designed to be fair and straightforward, and is fully compliant with the South African Consumer Protection Act 68 of 2008.
At a Glance
48h
Report damaged / incorrect items
5–10
Business days for refund processing
1. Return Eligibility
To be eligible for a return, your item must meet all of the following conditions:
- The return is initiated within 48 hours of the delivery date
- The item is in its original, unused condition
- All original packaging, tags, seals, and accessories are intact and included
- You have proof of purchase (order confirmation email or order number)
2. Non-Returnable Items
Important — Hair Products & Hygiene: For the health and safety of all customers, we are unable to accept returns of hair products that have been removed from their original packaging, worn, washed, or otherwise used. This applies to all wigs, bundles, frontals, closures, and extensions.
The following items are non-returnable under any circumstances:
- Opened, worn, or used hair products (wigs, bundles, frontals, closures, extensions)
- Items that have been altered, bleached, dyed, or chemically treated
- Custom-made or special-order items
- Items purchased during final sale or clearance promotions (clearly marked as such at the time of purchase)
- Gift cards
3. How to Request a Return
1
Contact Us
Reach out via WhatsApp (+27 72 632 1471) or email (info@aureahair.co.za) within 48 hours of delivery. Please include your order number and the reason for the return.
2
Receive Return Authorisation
Our team will review your request and, if approved, provide you with return instructions and a return reference number. Do not send items back without prior authorisation.
3
Pack & Send
Securely pack the item in its original packaging. Return shipping costs are the customer's responsibility unless the return is due to our error (incorrect or damaged item).
4
Inspection & Resolution
Once we receive and inspect the returned item, we will notify you of the outcome and process your refund or exchange within 5–10 business days.
4. Refunds
Approved refunds will be processed within 5–10 business days of receiving and inspecting the returned item. Refunds are issued via the original payment method used at checkout.
- Credit/debit card payments: refunded to your card (may take 3–5 business days to appear on your statement, depending on your bank)
- EFT / bank transfer: refunded to the account used for payment
Original shipping fees are non-refundable unless the return is a result of our error. If you received a free-shipping order, the actual shipping cost incurred by AURÉA will be deducted from your refund.
5. Exchanges
We gladly offer exchanges for a different length, texture, or style — subject to stock availability. To request an exchange:
- Follow the same return process outlined above
- Indicate in your message that you would like an exchange and specify the replacement item
- If the replacement item is of a higher value, you will be invoiced for the difference
- If the replacement item is of a lower value, the difference will be refunded
Exchanges are subject to the same eligibility conditions as returns.
6. Damaged or Incorrect Items
If you receive an item that is damaged, defective, or incorrect, please contact us within 48 hours of delivery. We will require:
- Your order number
- A description of the issue
- Clear photographs of the damaged or incorrect item and its packaging
Where verified, we will arrange a full replacement or refund at no cost to you, including return shipping.
7. Consumer Protection Act — Implied Warranty
Under Section 56 of the South African Consumer Protection Act 68 of 2008, goods are subject to an implied warranty of quality for a period of 6 months from the date of delivery. If you receive a defective product, you are entitled to have it repaired, replaced, or refunded — at your election — within this 6-month period.
This statutory right exists regardless of and in addition to any policy terms set out above. AURÉA Luxury Hair will never attempt to restrict rights afforded to you under the CPA.
8. Contact Us
Our customer care team is available on business days (Monday to Friday, 9am – 5pm SAST) and will respond to all queries within 24 hours.
For full details of your legal rights, you may also refer to our Terms & Conditions and Privacy Policy.