TERMS & CONDITIONS

 

RETURNS & REFUNDS

At AURA Sunwear, we prioritize the well-being and satisfaction of our valued customers. In order to safeguard the health and safety of our customers, we have implemented a return policy that focuses on maintaining the highest level of hygiene.

Exchanges and Refunds: Unfortunately, due to hygiene reasons, we are unable to offer exchanges or refunds on any products purchased from our online store. We kindly request our customers to carefully consider their purchases before completing the transaction.

If you need assistance choosing the right product and fit, please do not hesitate to reach out to our highly qualified customer service team for assistance.

We appreciate your understanding and cooperation regarding our hygiene-centric return policy. By adhering to these guidelines, we can maintain the highest standards of safety and quality for all our customers.

 

CANCELLATIONS AND ORDER MODIFICATIONS

We understand that circumstances may change, and you may need to cancel or modify your order.

If you wish to do so, please contact our customer support team as soon as possible.

While we cannot guarantee cancellations or modifications, if the order has not been processed yet we will do our best to accommodate the request without any additional costs.

If the order has already been processed,  the customer will be responsible for any shipping, customs duties, taxes, or other fees associated with the return and re-shipment or cancellation of the order.

 

PRODUCT QUALITY ASSURANCE

We take every measure to ensure the quality and condition of our products before they are shipped to you. Our dedicated team meticulously inspects each item to ensure it meets our rigorous standards. In the unlikely event that you receive a damaged or defective product, please contact our customer support team within 7 days of receiving your order, and we will gladly assist you with a suitable resolution.

 

LIMITED WARRANTY

We offer a 30 day limited warranty for defective hinges or malfunctioning moving parts, In such a case please contact our customer support team within 30 days of receiving your order subject to the following conditions:

  1. The warranty covers manufacturing defects in the hinge or moving parts of the product.
  2. The warranty does not cover damage caused by misuse, improper handling, or failure to follow the provided care instructions.
  3. Normal wear and tear resulting from regular use of the product including scratches are not covered by the warranty.

To make a warranty claim, please provide our customer support team with the necessary details, including order information, a clear description of the issue, and any supporting evidence, such as photographs or videos. Our team will assess the claim and work with you to determine the best course of action.

 

SIZE AND FIT GUIDANCE

We understand that finding the perfect fit can sometimes be challenging when purchasing online. All AURA UV Shields are unisex and one size fits most Men, Women & Children. The headband is designed to expand and mold to the shape of each person’s head after 2-3 wears. To alleviate your concern with sizing we provide detailed product descriptions, size charts, and fit recommendations for all applicable items on our website. We encourage our customers to review these resources carefully before making a purchase to ensure the right fit.

 

SHIPPING FEES & DURATION:

Shipments within the UAE will be charged a fixed fee of 25 AED per order. We strive to deliver all products between 2-7 working days. if you require expedited shipping, please contact customer support and we will try our best to accommodate your request, additional charges may be applicable depending on the location & requirement.

Shipments outside of UAE will not be calculated based on order quantity and delivery location.

Please contact customer support for any enquiries regarding delivery charges and lead times prior to ordering, in order to avoid any unpleasant surprises.

 

RETURNED ORDERS DUE TO INCORRECT ADDRESS OR FAILURE TO CLEAR CUSTOMS

Contact Information

It is the customer’s responsibility to ensure that the shipping address and contact information provided at the time of order are accurate and complete. We are not liable for any loss or damage arising from the customer’s failure to provide accurate information.

Incorrect Address

If an order is returned to us due to an incorrect or incomplete address provided by the customer, the customer will be responsible for any additional shipping costs incurred to re-ship the order to the correct address. The customer will also be responsible for any fees associated with the return of the order to our facility.

Failure to Clear Customs

If an order is returned to us because the customer failed to clear the goods through customs, the customer will be responsible for any additional shipping costs incurred to re-ship the order. Additionally, the customer will be responsible for any customs duties, taxes, or other fees associated with the return and re-shipment of the order.

Non-Refundable Items

Shipping fees are non-refundable for returned orders due to an incorrect address or failure to clear customs. If the order is undeliverable and returned to us, we will issue a refund for the items only, minus the original shipping cost and any additional fees incurred due to the return.

Reshipment Process

Upon receiving the returned order, we will notify the customer via email and provide the option to reship the order to the correct address or a different address as provided by the customer. The customer must confirm the new shipping address and pay any additional shipping costs within 7 business days. Failure to do so will result in the cancellation of the order, and a refund will be issued for the items only, minus the original shipping cost and any additional fees incurred.

 

VAT (Value Added Tax) & CUSTOMS CLEARANCE FEES:

Shipments within the UAE will be charged a standard 5% VAT fee on orders.

Shipments outside of UAE will not be charged the 5% VAT upon order, but might be subject to local VAT and Customs Duty charges upon receipt of order. Any doubt regarding these fees should be verified with your country’s local rules and regulations prior to placing your order to avoid unpleasant surprises.

 

CUSTOMER SUPPORT

Our friendly and knowledgeable customer support team is available to address any queries or concerns you may have. If you need assistance with shipping, product information, sizing, or any other inquiries, please don’t hesitate to reach out to us. We strive to provide timely and helpful responses to ensure your shopping experience is as smooth as possible.

CONTACT US HERE

 

Thank you for choosing AURA SUNWEAR, and we look forward to providing you with exceptional products and service.

Please note that the Terms & Conditions are subject to change without prior notice. For the most up-to-date information, we recommend visiting our website or contacting our customer support team before making any purchase.

 

Need More Help?

CONTACT US HERE for questions related to orders, refunds and returns.