Return & Exchange Policy

Last updated: May 18, 2026

At Aora Pakistan, we want you to have a smooth and confident shopping experience. Please read our return and exchange policy carefully before placing your order.

1. Exchange Policy

We offer one-time exchange on eligible products within 14 days of delivery.

You may request an exchange if: The size does not fit, You received the wrong item, You received a damaged or defective item, The product is unused and in original condition.

Please note that once an item has been exchanged, it will not be eligible for any further exchange, return, or replacement, unless the exchanged item is received damaged, defective, or incorrect.

2. Conditions for Exchange

To be eligible for exchange, the product must be: Unused, unworn, unwashed, and unaltered, Free from perfume, stains, makeup marks, deodorant marks, or any signs of wear, Returned with original tags, labels, packaging, and invoice, In resellable condition.

Aora Pakistan reserves the right to reject an exchange request if the product does not meet these conditions.

3. No Cash Refund Policy

Aora Pakistan follows a No Cash Refund Policy.

Refunds are not offered once an order has been confirmed, processed, or delivered. In eligible cases, Aora Pakistan may offer: Size exchange, Product exchange, Replacement, in case of wrong or damaged item.

For prepaid orders, a refund may only be processed if the order is cancelled before dispatch, the product is out of stock, or Aora Pakistan is unable to fulfil the order.

Approved prepaid refunds will be processed within 7–14 working days through the original payment method or bank transfer. Bank, payment gateway, or third-party processing delays may take additional time.

4. Sale & Discounted Items

Products purchased on sale, promotion, discount, bundle offer, clearance, or final-sale campaign are not eligible for exchange or refund, unless the customer receives a wrong, damaged, or defective item.

If an item purchased at regular price later goes on sale, the exchange will be processed according to the original order value or current stock availability, at Aora Pakistan's discretion.

5. Damaged, Defective, or Wrong Item

If you receive a damaged, defective, or incorrect item, please contact our customer support within 48 hours of delivery.

To process your claim, please share: Order number, Clear pictures of the product, Picture of the invoice, Picture/video of the parcel packaging, Short explanation of the issue.

After review, if the claim is approved, Aora Pakistan will arrange a replacement or exchange.

Claims made after 48 hours may not be accepted.

6. How to Request an Exchange

To request an exchange, contact our customer support team through WhatsApp or email.

Please mention: Your order number, Product name, Reason for exchange, Required size or replacement item, Product pictures, if required.

Our team will review your request and guide you through the next steps.

7. Exchange Shipping Charges

For size exchange or customer preference exchange, the customer will be responsible for courier/shipping charges.

If the exchange is due to a wrong, damaged, or defective item sent by Aora Pakistan, we will cover the delivery charges after claim approval.

8. Product Availability

Exchanges are subject to stock availability. If the requested size or product is not available, Aora Pakistan may offer store credit, an alternative product, or another suitable solution.

Exchanged items are considered final and will not be eligible for a second exchange, unless the exchanged item is received wrong, damaged, or defective.

9. Order Cancellation

You may request order cancellation before the order has been processed or dispatched.

For Cash on Delivery orders, cancellation requests must be made before dispatch.

For prepaid orders, if the cancellation request is approved before dispatch, the refund will be processed within 7–14 working days through the original payment method or bank transfer.

Once the order has been shipped, it cannot be cancelled, and the exchange policy will apply.

Aora Pakistan reserves the right to cancel any order due to stock unavailability, payment issues, pricing errors, failed verification, or operational reasons.

10. Non-Exchangeable Items

The following items cannot be exchanged: Used, washed, altered, or damaged products, Products without original tags, packaging, or invoice, Sale, discounted, bundle, clearance, or final-sale items, Accessories, socks, innerwear, or hygiene-sensitive products, Customized or personalized items, Items reported after the allowed exchange/claim period.

11. Contact Us

For exchange requests or order support, please contact:

Aora Pakistan
WhatsApp: +923222672777
Email: hello@aora.pk
Support Hours: Monday to Saturday, 10:00 AM – 6:00 PM