Refund policy

RETURNS & REFUNDS POLICY
Last updated: 12 January 2026

Thank you for shopping with TrueAura. We want you to be satisfied with your purchase. This Returns & Refunds Policy explains your rights and how we handle returns in accordance with South African consumer protection laws.

1. Your Rights Under South African Law

This policy is aligned with the Consumer Protection Act, 2008 (CPA), which provides customers with certain rights regarding returns, refunds, and defective goods.

2. Returns Eligibility

You may return a product under the following conditions:

a) Defective or Damaged Products

You are entitled to return a product within 7 days of delivery if it:

Is defective
Is unsafe
Does not work as intended

You may choose between:

A repair
A replacement
A full refund

b) Incorrect or Wrong Item Delivered

If you receive the wrong product, please notify us within 7 days of delivery. We will arrange collection and provide a replacement or full refund.

c) Change of Mind (Cooling-Off Right)

In terms of the Electronic Communications and Transactions Act (ECTA), you may cancel an online order within 7 days of receiving the product, provided that:

The item is unused
It is in its original packaging
It is in a resalable condition

Please note:

Return shipping costs may be your responsibility
A reasonable handling/restocking fee may apply

3. Non-Returnable Items

For hygiene and safety reasons, we do not accept returns on:

Opened or used beauty and skincare products
Items without original packaging
Products that have been tampered with

Unless the item is defective or incorrect, as outlined above.

4. Return Process

To initiate a return, please contact us at trueaurabuyonline@gmail.com within the applicable return period.

Include the following:

Your order number
Reason for return
Photos (if the item is damaged or defective)

Once your return is approved, we will provide instructions for returning the item.

5. Refunds

Refunds will be processed once we have received and inspected the returned product.

Refunds will be issued via the original payment method
Processing time: 5–10 business days (depending on your bank/payment provider)

6. Exchanges

We only replace items if they are defective, damaged, or incorrect. If you need an exchange, please contact us to arrange this.

7. Return Shipping

If the return is due to our error (defective, damaged, or incorrect item), we will cover the return shipping cost
If the return is due to a change of mind, you may be responsible for the return shipping fees