Refund policy

AURA COLLECTIVES™

Returns, Refunds & Exchanges Policy

Effective Date: 4 October 2026

At Aura Collectives, we want you to be happy with your purchase. This Returns, Refunds & Exchanges Policy applies to purchases of our Aura Lisse™ Mini Portable Cordless Hair Straightening Comb and other products sold through our online store.

This policy is intended to operate in accordance with applicable South African consumer-protection legislation, including the Consumer Protection Act 68 of 2008 ("CPA") and the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), as amended from time to time.

Nothing in this policy is intended to limit, exclude or waive any consumer right that cannot lawfully be limited or excluded.

1. ONLINE COOLING-OFF PERIOD

For qualifying electronic transactions, South African law provides a consumer with a statutory right to cancel the transaction without giving a reason and without penalty within 7 days after receiving the goods.

If you exercise this right:

  • You must notify Aura Collectives within the applicable 7-day period.

  • The product must be returned to us.

  • You are responsible for the direct cost of returning the product, as permitted by applicable law.

  • The product should be returned with all accessories, charging cable, packaging and other items supplied with the order where reasonably possible.

  • You must take reasonable care of the product while it is in your possession.

  • Aura Collectives will process the applicable refund in accordance with the statutory requirements.

The statutory cooling-off right does not apply to every type of transaction. Where a statutory exception applies, the applicable legal rules will determine whether cancellation is available.

2. DEFECTIVE, DAMAGED OR UNSAFE PRODUCTS

Aura Collectives stands behind the quality of the products we sell.

If your Aura Lisse™ product is defective, unsafe, does not meet the applicable quality requirements, or is otherwise covered by a consumer remedy under South African law, please contact us as soon as possible.

The CPA provides consumers with statutory remedies for qualifying defective goods, including rights relating to goods that fail to satisfy applicable quality, safety or performance requirements.

Where a statutory remedy applies, Aura Collectives will provide the remedy required by law, which may include repair, replacement or refund, depending on the circumstances and the applicable legal requirements.

We may reasonably request information, photographs or video showing the alleged defect so that we can assess the issue.

Examples of potential defects include:

  • The device does not switch on despite being properly charged.

  • The heating function does not operate as intended.

  • The device stops functioning prematurely due to an apparent product defect.

  • A component is defective or fails during normal intended use.

  • The product is materially different from the product description provided at the time of purchase.

This does not affect any statutory rights available to consumers under South African law.

3. DAMAGE CAUSED BY MISUSE OR INCORRECT USE

Aura Collectives is not responsible for damage caused by use of the product outside its intended purpose or contrary to the supplied instructions and safety warnings, to the extent permitted by law.

Examples may include:

  • Physical damage caused after delivery.

  • Dropping, crushing or deliberately damaging the device.

  • Attempting to open, dismantle or repair the device yourself.

  • Modifying the electrical or internal components.

  • Using an inappropriate charger, power source or charging equipment.

  • Water or liquid damage where the product is not designed to be exposed to liquids.

  • Damage caused by improper storage or transportation after delivery.

  • Using the product in a manner contrary to its instructions or intended purpose.

  • Normal cosmetic wear and tear that does not constitute a defect.

Nothing in this section removes any consumer remedy that cannot legally be excluded.

4. CHANGE-OF-MIND RETURNS

Outside any statutory cancellation or return right that may apply, Aura Collectives may, at its discretion, accept a change-of-mind return subject to the following conditions:

  • The product must be unused or in a condition suitable for resale.

  • The product must be returned with its original accessories and packaging where reasonably possible.

  • The product must not have been damaged, modified or tampered with.

  • The customer must contact Aura Collectives before sending the product back.

  • Return shipping costs may be the customer's responsibility where the return is not required by law.

A change-of-mind return is not a replacement for any statutory consumer right.

5. HYGIENE AND USED HAIR-STYLING PRODUCTS

Because the Aura Lisse™ is a personal hair-styling device, customers are encouraged to inspect the product carefully without unnecessarily using it before deciding whether to return it.

Where a product has been used, Aura Collectives may consider the condition of the product when assessing a voluntary return that is not required by law.

However, where South African law gives a consumer a statutory right to return or obtain a remedy, that right will continue to apply.

6. PRODUCTS DAMAGED DURING DELIVERY

If your product arrives visibly damaged, please contact Aura Collectives as soon as reasonably possible and provide:

  1. Your order number;

  2. Photographs of the packaging;

  3. Photographs of the damaged product; and

  4. A description of the damage.

Please keep the original packaging until the matter has been resolved.

Aura Collectives will investigate delivery-related damage and provide any remedy required under applicable law.

7. WRONG PRODUCT RECEIVED

If you receive a product that is materially different from what you ordered, please contact us as soon as possible.

We may request photographs of the product, packaging and shipping label to assist with verifying the order.

Where Aura Collectives supplied the wrong product, we will arrange an appropriate remedy in accordance with applicable law.

8. HOW TO REQUEST A RETURN

To request a return, contact:

Aura Collectives
Email: [INSERT YOUR BUSINESS EMAIL]
Order Number: [CUSTOMER'S ORDER NUMBER]

Please include:

  • Full name;

  • Order number;

  • Date of purchase;

  • Reason for the return;

  • Photographs/video where relevant;

  • Description of any fault or damage.

Do not send a product back without first contacting Aura Collectives and receiving return instructions.

Sending an item to an address other than the authorised return address may delay the processing of your request.

9. RETURN INSPECTION

Where appropriate, returned products may be inspected to determine:

  • Whether the product corresponds to the original order;

  • Whether a claimed defect can be reproduced;

  • Whether the product has suffered physical damage;

  • Whether the product has been modified or tampered with;

  • Whether the issue appears to result from a manufacturing defect, normal wear and tear, misuse or another cause.

An inspection does not remove or reduce any statutory consumer rights.

10. REFUNDS

Where a refund is legally due, Aura Collectives will process the refund in accordance with the applicable legal requirements.

Refunds will generally be made using the original payment method where reasonably possible.

Depending on the payment provider or financial institution, it may take additional time for the refunded amount to appear in the customer's account.

Where a statutory cooling-off cancellation under ECTA applies, the applicable statutory refund period will apply. ECTA provides for a refund within 30 days of cancellation where payment has already been made.

11. RETURN SHIPPING COSTS

The party responsible for return shipping costs depends on the reason for the return and the applicable legal rights.

For example:

  • Where a consumer exercises the statutory ECTA cooling-off right, the consumer is responsible for the direct cost of returning the goods.

  • Where a product is defective and a statutory remedy requires the supplier to bear the relevant costs, Aura Collectives will comply with that requirement.

  • For voluntary change-of-mind returns that are not legally required, the customer may be responsible for return shipping.

Aura Collectives will not impose a fee that is prohibited by applicable law.

12. EXCHANGES

Where appropriate, Aura Collectives may offer an exchange for another product or replacement unit.

However, where South African law gives the consumer a particular statutory remedy, the applicable legal remedy will take precedence over this voluntary exchange policy.

13. WARRANTY AND STATUTORY RIGHTS

Nothing in this Returns & Refunds Policy limits the consumer's statutory rights under South African law.

In particular, qualifying goods are subject to the consumer protections provided by the CPA, including statutory protections concerning defective, unsafe or unsuitable goods.

A business policy cannot remove rights granted to consumers by mandatory provisions of South African law.

14. NO UNLAWFUL "NO REFUNDS" POLICY

Aura Collectives does not operate a blanket "no refunds" policy.

Any statement on our website, marketing material, checkout page or otherwise will be interpreted subject to applicable South African consumer law.

Where a consumer has a legal right to cancel, return, repair, replace or obtain a refund, that legal right will apply.

15. PRODUCT SAFETY

The Aura Lisse™ Mini Portable Cordless Hair Straightening Comb is a heated electrical styling device.

Customers must read and follow all supplied instructions and safety warnings before use.

Customers should:

  • Keep the heated device away from flammable materials.

  • Avoid contact with skin when the heating surface is hot.

  • Keep the device away from water unless the product is specifically designed for such use.

  • Do not use a damaged charging cable or damaged device.

  • Do not attempt to dismantle or repair the device yourself.

  • Keep the device away from children unless supervised and appropriate.

  • Allow the device to cool before storing it.

  • Use the product only for its intended purpose.

Aura Collectives is not responsible for damage or injury resulting from negligent, improper or unauthorised use to the extent permitted by law.

Nothing in this section excludes liability that cannot legally be excluded.

16. FRAUDULENT OR ABUSIVE RETURN REQUESTS

Aura Collectives reserves the right to investigate suspected fraudulent, dishonest or abusive return activity.

This may include situations involving:

  • False claims of non-delivery;

  • Deliberate damage;

  • Product substitution;

  • Repeated fraudulent refund claims;

  • Tampering with products;

  • Returning a different product from the one supplied.

Any action taken by Aura Collectives will remain subject to applicable South African law and will not unlawfully interfere with a consumer's legitimate statutory rights.

17. CHANGES TO THIS POLICY

Aura Collectives may update this Returns & Refunds Policy from time to time to reflect changes to our business, products or applicable law.

The version applicable to a transaction will be determined in accordance with applicable law.

18. CONTACT

For all return, refund or exchange enquiries:

Aura Collectives
Email: [hphaggard@hotmail.com]
Website: []

Business Address: Witbank,Emalahleni]

Please retain your order confirmation and proof of purchase.

IMPORTANT LEGAL NOTICE

This policy is designed to align with key South African consumer-protection requirements, but it is not a substitute for advice from a South African attorney. Your exact obligations can depend on your business structure, how your checkout is configured, your supplier arrangements, your advertising claims, and the specific products you sell.

Where applicable law provides a consumer with a greater right than this policy, the law takes precedence.