Refund policy

Last Updated: September 2026

At SanAura Cosmetics, we take pride in providing quality herbal hair-care, personal-care and hair accessory products. We carefully pack every order before dispatch. If you receive an incorrect, damaged, defective, or incomplete product, we are here to help.

1. Eligibility for Returns

You may request a return or replacement if:

  • You received the wrong product.
  • The product arrived damaged or broken.
  • The product is leaking or defective upon delivery.
  • An item is missing from your order.
  • You received a product that is materially different from what you ordered.

Return or replacement requests must be submitted within 48 hours of receiving your order.

For damaged, incorrect, or defective orders, please contact us as soon as possible with your order number and clear photos/videos of the product and packaging.

2. Non-Returnable Products

For hygiene and safety reasons, we generally do not accept returns or exchanges for products that have been opened, used, tested, or tampered with, including:

  • Hair Oils
  • Hair Shampoos
  • Hair Boosters
  • Soaps
  • Other personal-care or cosmetic products

We also cannot accept returns for products that have been damaged after delivery due to improper storage, misuse, or handling.

Hair accessories such as scrunchies may only be eligible for return if they arrive damaged, defective, or incorrect.

3. Change of Mind

We currently do not accept returns or refunds simply because a customer:

  • Changed their mind after placing an order
  • Ordered the wrong product
  • Does not like the fragrance, texture, color, or appearance after opening/using the product
  • Experienced personal preference differences

We encourage customers to carefully review the product information before placing an order. If you are unsure which product is suitable for you, please contact us before purchasing.

4. Damaged or Incorrect Orders

If your parcel arrives damaged or you receive an incorrect product:

  1. Contact SanAura Cosmetics within 48 hours of delivery.
  2. Provide your order number.
  3. Send clear photos/videos showing the product, packaging, shipping label, and damage (where applicable).
  4. Our team will review your request.
  5. If the claim is approved, we may provide a replacement, exchange, or refund, depending on the situation.

Please keep the original packaging until your claim has been resolved.

5. Refunds

Once your return/refund request has been reviewed and approved, we will inform you of the next steps.

If a refund is approved, the refund amount will generally cover the value of the eligible product(s). Original shipping charges may not be refundable unless the return is due to an error on our part, such as sending the wrong product or an incorrect/incomplete order.

Refund processing time may vary depending on the payment method and financial institution.

6. Return Shipping

If the return is approved because SanAura Cosmetics sent the wrong, damaged, defective, or incomplete product, we will provide instructions regarding the return or replacement.

For returns that are not caused by an error on our part, return shipping costs, where applicable, may be the customer's responsibility.

7. Order Cancellation

If you wish to cancel your order, please contact us as soon as possible.

Orders that have already been processed, packed, or dispatched may not be eligible for cancellation.

8. How to Contact Us

To request a return, replacement, or refund, contact us using the details below:

SanAura Cosmetics
📧 Email: sanauracosmetics@gmail.com
📞 Phone: 0319-4247900
📍 Address: Station Road, Near City Center, Jacobabad, Pakistan

Please include your order number and a brief description of the issue.