Return & Refund

Return & Refund Policy

Returns & Refunds

At Mama's Aura, customer satisfaction is important to us. If you are not completely satisfied with your purchase, please review our Return & Refund Policy below.

Return Eligibility

To be eligible for a return, the item must:

  • Be returned within 5 days of receiving your order.

  • Be unused, unworn, and in its original condition.

  • Include all original packaging, tags, accessories, and documentation.

  • Not be damaged due to misuse, negligence, or improper handling.

We reserve the right to refuse returns that do not meet these conditions.

How to Request a Return

To initiate a return, please contact us at:

Email: mamasaura21@gmail.com

Please include:

  • Your order number

  • Product name

  • Reason for return

  • Photos of the item

Our customer support team will review your request and provide further instructions.

Refund Process

Once your returned item is received and inspected, we will notify you regarding the approval or rejection of your refund.

If approved:

  • Refunds will be processed within 7 days.

  • Refunds will be issued through the original payment method whenever possible.

  • For Cash on Delivery (COD) orders, refunds may be processed via bank transfer, digital wallet, or another mutually agreed method.

Please note that processing times may vary depending on your bank or payment provider.

Exchanges

We offer exchanges for eligible products in the following situations:

  • Wrong item received

  • Damaged product received

  • Defective product received

  • Size or variant exchange (if applicable)

Exchange requests must be submitted within 5 days of receiving the order.

Availability of replacement products is subject to stock availability.

Damaged or Defective Products

If you receive a damaged, defective, or incorrect product, please contact us within 5 days of delivery.

Please provide:

  • Order number

  • Description of the issue

  • Clear photos or videos showing the problem

Once verified, we will arrange a replacement, exchange, or refund at no additional cost to you.

Non-Returnable Items

The following items are generally not eligible for return or refund unless received damaged or defective:

  • Personal care products

  • Opened hygiene products

  • Used baby care items

  • Customized or personalized products

  • Gift cards

  • Clearance or final sale items

  • Products marked as non-returnable

For health and safety reasons, certain products may not be accepted for return once opened.

Return Shipping Costs

If the Return Is Due to Our Error

If you received:

  • An incorrect item

  • A damaged item

  • A defective item

We will cover the return shipping costs.

If the Return Is Due to Customer Preference

If you wish to return an item for personal reasons (such as changing your mind), you will be responsible for the return shipping charges unless otherwise stated.

Original shipping fees are generally non-refundable.

Order Cancellations

Orders may be cancelled before they are shipped.

Once an order has been dispatched, it may no longer be eligible for cancellation and will instead be subject to this Return & Refund Policy.

Pre-order and imported products may have separate cancellation conditions.

Refund Exceptions

Refunds may not be issued in the following circumstances:

  • Products returned outside the allowed return period.

  • Products that show signs of use or damage caused after delivery.

  • Products returned without original packaging or essential components.

  • Returns that do not comply with this policy.

Contact Us

If you have any questions regarding returns, exchanges, or refunds, please contact us:

Mama's Aura

Email: mamasaura21@gmail.com

Phone/WhatsApp: 03354020296

Address: Bhurban, Murree

We value your trust and will always do our best to provide a fair and transparent resolution to any concerns regarding your order.

Thank you for shopping with Mama's Aura