Returns & Refunds

If you are not satisfied with your purchase for any reason, you may return it within 7 calendar days of receiving your order — no reason required.

Depending on the item and its condition, we will offer one of the following resolutions:

• Full Refund — Returned to your original payment method
• In-Store Credit — Applied to your Aoura Products account for future orders
• Exchange — Swapped for the same item or an equivalent alternative

Our team will advise on the most appropriate resolution based on the item type and circumstances.

This depends on the reason for the return:

• Defective, damaged, or incorrect item: Aoura Products arranges and covers the full cost of collection — no cost to you whatsoever.
• Change of mind or no longer needed: The customer is responsible for return delivery costs, or we can arrange collection at a nominal fee.

In all cases, our team will advise you on the most convenient and cost-effective return method before you proceed.

If you missed the standard 7-day window, please contact us — we will do our best to accommodate your situation reasonably. Decisions are made at our discretion and depend on the item type, condition, and circumstances.

For defective items, manufacturer warranty terms may still apply regardless of the return window. Reach out and we will assist in facilitating a warranty claim where applicable.

If you're unsure whether your item qualifies, contact us via WhatsApp before initiating a return and our team will advise you promptly.

For the smoothest return experience, items should ideally be returned in their original packaging and unused condition. However, we understand that sometimes you need to try a product before deciding.

General condition guidelines:

• Original packaging intact where possible — boxes, inserts, manuals, accessories
• No physical damage caused by the customer after receipt
• Sealed consumables must remain sealed for a return to be accepted
• Lightly used items in resalable condition are accepted at our discretion

Custom or bespoke orders — including items produced, printed, or sourced specifically to a customer's specification — are generally non-refundable unless they are defective or incorrectly supplied.

For large bulk orders, partial returns may be arranged on a case-by-case basis. If you have concerns about a bulk order, please contact us before initiating a return so we can agree on the best approach.

Follow these steps to initiate a return:

For most returns, we will arrange collection from your address at a time that suits you — you do not need to drop anything off. Our team will coordinate the logistics once the return is approved.

For defective or incorrect items, collection is always at our cost. For change-of-mind returns, collection may be arranged at a nominal fee or the customer may choose to ship the item back independently.

To process your return as quickly as possible, please have the following ready when you contact us:

• Your order reference number (from your confirmation message or invoice)
• The name of the product(s) you wish to return
• A brief description of the reason (e.g. defective, wrong item, no longer needed)
• A photo of the item if it is defective or damaged — this significantly speeds up the process
• Your preferred resolution: refund, exchange, or in-store credit

Once we receive and inspect your return, the time for the refund to appear depends on your payment method:

• Bank transfer: 3–7 business days (subject to bank processing times)
• Credit or debit card: 3–7 business days (subject to your card issuer)
• In-store credit: Applied immediately upon return approval
• Cash on delivery orders: Refunded via bank transfer — please provide your account details

You will receive a confirmation message once your refund has been initiated.

This depends on the reason for the return:

• Defective, damaged, or incorrect item: Full refund including any original delivery charges paid.
• Change of mind or no longer needed: Refund of the product cost only. Original delivery charges are non-refundable as the service was fulfilled.

If you're unsure, our team will confirm the refund amount before the return is processed — no surprises.

In-store credit is a balance held against your Aoura Products account that can be applied to future orders. It is applied immediately upon return approval — no waiting for bank processing.

In-store credit is particularly convenient for businesses with ongoing orders, as it can be offset directly against your next invoice or purchase. Credit does not expire and can be used across all our product categories.

We sincerely apologise if this has occurred. Please contact us immediately via WhatsApp with:

• A clear photo of the damaged item
• A photo of the outer packaging (to assist our transit damage claim)
• Your order reference number

We will arrange an immediate replacement or full refund — your choice. Collection of the damaged item is organised entirely by us at no cost to you.

If you received an item that does not match your order, please contact us via WhatsApp with your order reference and a photo of what was received. We will:

• Dispatch the correct item to you as a priority
• Arrange collection of the incorrect item at no cost to you
• Ensure the issue is investigated and resolved in our fulfilment process

If a product fails within normal use or proves defective after a period of use, contact us with your order details. Depending on the time elapsed and product type, we will:

• Arrange a replacement or refund if within our return window
• Escalate to the manufacturer's warranty process for applicable products
• Assist with the warranty claim on your behalf where possible

Manufacturer warranties apply to products such as printers, cleaning equipment, and appliances as per the brand's standard terms. Brands we carry include HP, Epson, Canon, Philips, BLACK+DECKER, and more.

Reporting promptly helps us raise a transit claim with our carrier and resolve the issue faster. Claims made after 48 hours may still be accepted, but processing may take longer as carrier claims become more difficult to pursue.

If you notice damage after opening the package, please take photos of both the item and the packaging before discarding anything — this documentation is important for our records.

If you would prefer to exchange your item for a different product, variant, or equivalent alternative, simply let us know when you initiate your return. Our team will:

• Confirm the availability of your preferred replacement
• Arrange collection of the original item
• Dispatch the exchange item — typically on the same day the return is collected

If the replacement item has a different price, the difference will be charged or refunded accordingly.

If your preferred replacement is temporarily out of stock, our team will:

• Provide an estimated restock date
• Suggest equivalent alternatives that meet your requirements
• Hold your return credit until the item is available, if preferred
• Offer a full refund if you prefer not to wait

The choice is always yours — we will not delay your resolution unnecessarily.

Yes, exchange arrangements for B2B accounts are handled directly with our sales team and may be factored into your ongoing account management. Exchanges on large or bulk orders are assessed individually to agree the most practical solution for both parties.

Contact your account manager or reach out via WhatsApp to discuss the specifics of your situation.