Refund & Returns Policy
Last Updated: October 2026
At Aura Avenue, we take care to ensure that every order is prepared and delivered in good condition. We encourage customers to carefully review their orders upon delivery.
This Refund & Returns Policy explains the circumstances under which returns, exchanges or refunds may be considered.
1. Returns & Exchanges
Due to the personal nature of fragrance products and for hygiene, safety and quality-control reasons, perfumes that have been opened, sprayed, used, altered or removed from their original packaging may not be eligible for return or exchange, except where the product is defective or where otherwise required by applicable law.
To be considered for a return or exchange, an eligible product should generally be:
- Unused and unopened
- In its original packaging
- In the same condition in which it was received
- Accompanied by proof of purchase or order information
Please contact Aura Avenue before returning any product. Products sent back without prior authorization may not be accepted.
2. Damaged or Defective Products
Please inspect your order as soon as it is received.
If your product arrives damaged, leaking, broken or otherwise defective, contact us as soon as reasonably possible after delivery.
Please provide:
- Your name and order number
- A description of the problem
- Clear photographs or videos showing the product, packaging and damage
We will review the information provided and, where the claim is accepted, arrange an appropriate remedy, which may include a replacement, exchange or refund.
Please do not dispose of a damaged product or its packaging until we have reviewed your claim.
3. Incorrect Items
If Aura Avenue sends you a product different from what you ordered, please contact us promptly and provide your order number together with photographs of the item received.
Once verified, we will arrange for the correct product to be provided or offer another appropriate resolution.
Where the error was made by Aura Avenue, the customer will not be required to bear reasonable return or replacement delivery costs associated with correcting our error.
4. Change of Mind
Returns or refunds simply because a customer changes their mind, no longer wants the fragrance, dislikes the scent after purchase, or ordered the wrong product are not automatically accepted.
We therefore encourage customers to review the product name, size, fragrance notes, quantity and other information carefully before completing an order.
Nothing in this policy limits any rights that cannot lawfully be excluded under applicable consumer-protection law.
5. Fragrance Preferences
Fragrance is subjective, and the way a perfume smells or performs can vary depending on factors such as skin chemistry, environment and individual perception.
A fragrance not smelling as expected or not matching a customer’s personal preference does not, by itself, mean that the product is defective.
6. Sale & Promotional Items
Products purchased during promotions, sales or special offers are subject to the same quality standards as our regular products.
Eligibility for a return, exchange or refund will depend on the circumstances of the request and applicable consumer rights.
7. Wholesale Orders
Wholesale and bulk purchases may be subject to additional agreed terms.
Unless the products supplied are defective, damaged, incorrect or otherwise subject to rights available under applicable law, wholesale orders that have been fulfilled according to the customer’s confirmed order may not be eligible for cancellation, return or exchange merely because the customer is unable to resell the products.
Customers are encouraged to inspect wholesale deliveries promptly and report discrepancies or damage as soon as reasonably possible.
8. Refunds
Where a refund is approved, Aura Avenue will provide instructions and confirm the applicable refund method.
Approved refunds will generally be made through the original payment method where reasonably possible. Processing times may vary depending on the payment provider or financial institution.
Original delivery charges may not be refundable unless the return results from an error by Aura Avenue, a defective product, or where otherwise required by law.
9. Delivery Issues
Customers are responsible for providing accurate contact and delivery information when placing an order.
Aura Avenue may not be responsible for additional delivery costs resulting from incorrect or incomplete information supplied by the customer, unsuccessful delivery attempts attributable to the customer, or a customer requesting delivery to a different location after dispatch.
If your order appears to have been lost or materially delayed, please contact us so that we can investigate with the relevant delivery provider.
10. Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
If your order has not yet been processed or dispatched, we may be able to cancel it.
Once an order has been processed, packaged for dispatch, or handed over for delivery, cancellation may no longer be possible.
11. How to Request a Return, Exchange or Refund
To request assistance, contact:
Aura Avenue
Accra, Ghana
Website: auraavenueparfume.com
Email: auraavenueparfume@gmail.com
Phone/WhatsApp: 0543792801
Please include your order number and details of the issue when contacting us.