Refund policy

Aurexza Return & Refund Policy

At Aurexza, we value our customers and strive to provide high-quality pet products. Please read our return policy carefully. By purchasing from our store, you agree to the terms outlined below.

1. Returns and Refunds – Consumer Protection Compliance

In accordance with the Consumer Protection Act, 2008 (CPA) of South Africa, you have certain rights when purchasing goods online.

  • Right to Return for Defective or Damaged Goods:
    If a product arrives damaged, defective, or not as described, you are entitled to a full refund, replacement, or repair.

  • Right to Return within 7 Days of Receipt:
    For online purchases, consumers have the right to return goods within 7 calendar days of delivery if the goods are not defective or damaged, provided the goods are unused, in their original packaging, and in a resalable condition.

2. Non-Returnable Items

Certain products cannot be returned due to hygiene or safety reasons:

  • Pet grooming gloves and other hygiene-related products once opened

  • Personalized or custom-made items

  • Items damaged due to misuse or normal wear and tear

3. Return Process

To return a product:

  1. Contact Us:
    Email aurexza@gmail.com within 7 days of receiving your order with your order number, product name, pictures of the product and it's packaging and reason for the return.

  2. Approval:
    Our customer support team will confirm whether your return is accepted. Unauthorized returns may not be accepted.

  3. Return Shipping:

    • The customer is responsible for return shipping costs, except in cases of defective, damaged, or incorrect items.

    • We recommend using a tracked shipping method to ensure your return reaches us safely.

  4. Inspection & Refund:
    Once your return is received and inspected:

    • If approved, a refund will be processed within 14 business days via the original payment method.

    • Shipping costs (if applicable) are non-refundable, except for defective or damaged items.

4. Exchanges

Exchanges are handled on a case-by-case basis. Contact aurexza@gmail.com to request an exchange.

5. Damaged or Defective Goods

If your order is damaged or defective:

  • Do not use the product.

  • Contact us immediately at aurexza@gmail.com with photos of the damage or defect.

  • We will arrange a replacement or full refund at no additional cost.

6. Limitation of Liability

  • Aurexza is not liable for damages or losses arising from improper use of products.

  • We reserve the right to refuse returns that do not comply with this policy.

7. Legal Rights

This policy does not affect your statutory rights under South African consumer law. Consumers retain all rights under the Consumer Protection Act (CPA), 2008, including the right to goods that are reasonably suitable, safe, and of good quality.

8. Contact Us

For questions regarding returns, refunds, or exchanges, please contact:

Aurexza Customer Support
Email: aurexza@gmail.com