Cancellation & Refund Policy
Aure Luma Cancellation and Refunds Policy
September 04, 2025
At Aure Luma, we strive to ensure complete customer satisfaction with every purchase. We understand that sometimes a product may not meet your expectations, and we are committed to making the return, cancellation, and refund process as seamless as possible. This Cancellation and Refunds Policy outlines the terms and conditions for cancelling orders, returning products, and processing refunds. This policy applies to all purchases made through our website or any authorized channels. Please read this policy carefully before making a purchase. By placing an order with Aure Luma, you agree to the terms outlined herein. This policy complies with relevant Indian consumer protection laws, including the Consumer Protection Act, 2019, and e-commerce guidelines issued by the Government of India.
1. Order Cancellation Policy
1.1 Eligibility for Cancellation
– You may cancel your order at any time before the order has been shipped. Once an order is shipped, it cannot be cancelled and will instead be subject to our Returns Policy (see Section 2 below).
– Cancellations are not applicable for custom-made, personalized, or perishable items, unless specified otherwise at the time of purchase.
– If your order includes multiple items, you may cancel individual items before shipment, provided the rest of the order remains valid.
1.2 How to Cancel an Order
– Log in to your account on our website and navigate to the “My Orders” section. Select the order you wish to cancel and follow the prompts.
– Alternatively, contact our customer support team via email at [connect@aureluma.com] or phone at [+91-9594007186] within 24 hours of placing the order for assistance.
– Provide your order number, reason for cancellation, and any relevant details to expedite the process.
1.3 Refund for Cancelled Orders
– If payment has been made, a full refund (including any shipping charges, if applicable) will be initiated within 2-3 business days of cancellation approval.
– Refunds will be processed to the original payment method (e.g., credit/debit card, UPI, net banking, or wallet).
– Depending on your bank or payment gateway, it may take 5-7 business days for the refund to reflect in your account.
– No cancellation fees will be charged for eligible cancellations.
1.4 Non-Cancellable Orders
– Orders that have already been shipped or are in the process of being fulfilled cannot be cancelled.
2. Returns Policy
2.1 Eligibility for Returns
– We offer a 15-day return window from the date of delivery for most products, allowing you to return items if they are defective, damaged, incorrect, or if you simply change your mind (subject to conditions below).
– To be eligible for a return: – The product must be unused, in its original packaging, with all tags, labels, and accessories intact.
– Proof of purchase (e.g., order confirmation email or invoice) must be provided.
– Returns must comply with hygiene and safety standards (e.g., innerwear, cosmetics, or food items may not be returnable if seals are broken). – Returns are not accepted for: – Products marked as “Non-Returnable” on the product page (e.g., intimate apparel, personalized items, earrings, or perishable goods). – Items damaged due to misuse, improper handling, or normal wear and tear. – Digital downloads or software once accessed.
2.2 Reasons for Returns We accept returns for the following reasons: –
Defective or damaged product upon delivery.
– Wrong item received (e.g., incorrect size, color, or model).
– Missing parts or accessories.
– Product does not match the description on the website.
– Change of mind (for eligible non-custom items, provided the product is in resalable condition).
2.3 Return Process
1. Initiate Return Request Within 15 days of delivery, log in to your account and go to “My Orders.” Select the item(s) to return, specify the reason, and upload photos if applicable (e.g., for damage claims).
2. Approval: Our team will review your request within 1-2 business days. If approved, you will receive return instructions, including a return shipping label (if applicable) or pickup details.
3. Pack and Ship: Securely pack the item in its original packaging. Use the provided label or ship to our return address: [Aure Luma Returns Department, Full Address, City, PIN Code, India].
– For self-shipping, retain the tracking number for reference.
– Reverse pickup may be arranged in select locations at no extra cost; otherwise, you may need to bear the return shipping fee (reimbursed if the return is due to our error).
4. Inspection: Upon receiving the returned package, our quality team will inspect the item within 2-3 business days to ensure it meets eligibility criteria.
2.4 Timeline
– Return requests must be initiated within 15 days from the delivery date.
– We aim to complete the return process (from receipt to refund initiation) within 9-15 business days after receiving the returned package.
3. Refunds Policy
3.1 Refund Eligibility and Amount
– Full refunds (product cost + original shipping fees) are issued for returns due to defects, damage, or errors on our part.
– For “change of mind” returns, refunds cover the product cost only; original shipping fees are non-refundable, and return shipping costs (if any) are borne by the customer.
– Partial refunds may apply if accessories are missing or the item shows signs of use. – Taxes (e.g., GST) paid on the original order will be refunded proportionally.
3.2 Refund Processing Timeline
– Once the returned item is received and inspected, refunds will be processed within 9-15 business days.
– Refunds are issued to the original payment method. – Bank processing times may add 3-7 extra days for the amount to appear in your account (e.g., for credit cards or UPI).
– In case of Cash on Delivery (COD) orders, refunds will be processed via bank transfer (NEFT/IMPS) to the account details you provide.
3.3 Refund Method
– Credit/Debit Card: Refunded directly to the card.
– UPI/Net Banking/Wallets: Credited back to the source account.
– If the original method is unavailable (e.g., expired card), we may issue a store credit or alternative refund upon verification.
4. Exchanges
– We do not offer direct exchanges. Instead, return the item for a refund and place a new order for the desired product.
– This ensures faster processing and availability checks.
5. Exceptions and Special Cases
– Sale/Clearance Items: May be returnable only if defective; check product-specific terms.
– Bulk/Wholesale Orders: Subject to separate agreements; contact us for details.
– International Orders: Returns may incur additional customs duties or shipping fees, borne by the customer. Refunds exclude international shipping costs.
– Force Majeure: Delays in processing due to events beyond our control (e.g., natural disasters, strikes) will not be considered breaches of this policy.
6. Dispute Resolution
– If you are dissatisfied with the handling of your return or refund, contact our customer support for escalation.
– Disputes will be resolved in accordance with Indian laws, with jurisdiction in [City, e.g., Mumbai], India.
7. Policy Updates – Aure Luma reserves the right to update this policy at any time. Changes will be posted on our website, and continued use of our services constitutes acceptance. – For questions, email us at [connect@aureluma.store] or call [+91-XXXXXXXXXX].
Thank you for shopping with Aure Luma. We value your trust and are here to assist!