Refund policy

Thank you for shopping with Aura strands!. We hope you love your new braids and bundles.  Please read our policies carefully before making a purchase.

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return. 

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, unopened, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase. 

To start a return, you can contact us at Service@aurastrands.com. within 14 days of delivery to request authorisation. We will then provide a returns address and a returns number. Do not send items to an address shown anywhere on the site without prior authorisation — unauthorised returns may be refused. Please do not send any return before contacting us.

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

You can always contact us for any return question at Service@aurastrands.com.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

Returns & Exchanges

  • Returns are accepted within 14 days of delivery 

  • Items must be unopened, unused, and in their original packaging (including tags, labels, and bags).

  • For hygiene reasons, opened or worn hair extensions cannot be returned.

Non-Returnable Items

  • Opened or used hair extensions

  • Sale or clearance items

  • Gift cards

Refunds

  • Once your return is received and inspected, we will notify you.

  • If approved, your refund will be processed to your original payment method within 5–10 business days.

  • Shipping costs are non-refundable.

Return Shipping

  • Customers are responsible for return shipping costs.

  • We recommend using a trackable shipping method to ensure your item reaches us.

Damaged or Wrong Item

If your order arrives damaged or you receive the wrong item, please contact us within 48 hours of delivery with photos, and we’ll arrange a replacement or refund.


IMPORTANT NOTE 

For hygiene and safety reasons, we cannot accept returns or issue refunds for hair extensions that have been opened, used, or altered in any way (including trying on, installing, or removing from packaging). Please make sure you are happy with your selection (length, colour, and style) before opening your bundle.

Please do not send any return before contacting us. To return an item, contact us within 14 days of  delivery to request authorisation. We will then provide a returns address and a returns number. Do not send items to an address shown anywhere on the site without prior authorisation — unauthorised returns may be refused.

Returns are accepted only for unopened, unused items in original packaging (see full Refund Policy). Customers are responsible for return postage unless the item was faulty or incorrect, in which case we will cover return costs. We recommend using a tracked service and keeping proof of postage.