Refund policy

At Aurora Studio, we want you to shop with complete confidence. Salon results, no appointment, and no stress if something isn't right.

This Returns, Exchanges & Refund Policy explains how returns, exchanges, damaged or defective products and refunds are handled for purchases made from aurorastudio.co.za.

This policy applies to purchases from Aurora Studio ("Aurora Studio", "we", "us").

Nothing in this policy is intended to limit or exclude any rights you may have under the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), or any other applicable South African law.

1. Change-of-Mind Returns

Changed your mind? We understand.

Subject to the exclusions and conditions below, Aurora Studio allows eligible products to be returned within 14 days of delivery.

Because our hair extensions are worn directly on the head and our hair-care products are personal-use items, change-of-mind returns are only possible where the product is still in its original, sealed condition.

To qualify for a change-of-mind return, the product should:

  • be unopened and still sealed in its original Aurora packaging;
  • be unworn, untried and unused;
  • not have been cut, trimmed, washed, dyed, heat-styled or chemically treated;
  • include all pieces, clips and components supplied with it;
  • for hair-care products, be unopened with the cap, seal and contents intact; and
  • be in a resalable condition.

We recommend checking the shade against your own hair in natural light before opening the packaging.

Once the returned product has been received and inspected, we will confirm whether the return has been accepted.

This voluntary 14-day return policy does not limit any statutory rights you may have.

2. Online Purchases and the ECTA Cooling-Off Period

Where section 44 of the Electronic Communications and Transactions Act applies to your online purchase, you may cancel a qualifying transaction within seven days after receiving the goods, without having to give a reason and without penalty.

Where this statutory cooling-off right applies:

  • you must notify Aurora Studio that you wish to cancel within the seven-day period;
  • the only charge you may be responsible for is the direct cost of returning the goods to us; and
  • any refund due will be made within 30 days of the date of cancellation, as required by section 44(3) of ECTA.

Certain transactions and products are excluded from the ECTA cooling-off right, including categories specifically excluded under section 42 of ECTA.

Nothing in our voluntary return policy restricts any cooling-off right that applies to your purchase under ECTA.

3. Exchanges

Ordered the wrong shade or style? You may request an exchange within the 14-day return period.

Exchanges are subject to:

  • the original item qualifying for a change-of-mind return (section 1);
  • the requested shade or product being available; and
  • any applicable price difference.

If the replacement costs more than the returned product, you will be required to pay the difference. If it costs less, the difference will be refunded.

For change-of-mind exchanges, you are responsible for the cost of returning the original item, and our standard delivery fee applies to send the replacement. Where the exchange is needed because of our error, we cover both.

Because stock can sell quickly, Aurora Studio cannot guarantee that a requested shade or product will remain available while your return is in transit. Where an exchange cannot be completed, we will instead process the applicable refund.

4. Products That Cannot Normally Be Returned for Change of Mind

For hygiene, health and product-integrity reasons, the following will not qualify for a change-of-mind return:

  • hair extensions that have been removed from their sealed packaging, tried on or worn;
  • hair extensions that have been cut, trimmed, washed, dyed, bleached, heat-styled or chemically treated;
  • hair-care products, including our Detangling Spray, once opened, used or unsealed;
  • wig caps and other accessories that come into contact with the head or scalp once removed from their packaging;
  • complimentary or promotional items once opened or used; and
  • any product which, because of its nature and applicable law, cannot reasonably be returned once opened or used.

Important

These exclusions apply principally to change-of-mind returns.

They do not remove any rights you may have if a product is defective, unsafe, incorrectly supplied, materially different from its description, or otherwise protected by applicable consumer law.

5. Shade and Colour Matching

We describe and display every shade as accurately as we can. However, colours can look different depending on your screen settings and lighting.

Slight variations in tone between what you see on screen and the product in hand are not, on their own, a defect. Once opened, a product that simply doesn't match your hair as well as you hoped falls under change of mind, and section 4 applies.

However, if the shade you receive is materially different from the shade described and shown on the product page, or you received a different shade from the one you ordered, it will be treated as incorrect or not as described, and sections 6 and 8 apply.

Not sure which shade to choose? Contact us before ordering and we'll help you match it.

6. Incorrect Products

If we send you a product, shade or style different from what you ordered, please contact us as soon as reasonably possible.

We may request photographs or other information to help us verify the issue. Please keep the item unopened where you can.

Where the incorrect product was supplied by Aurora Studio, we will arrange the return at our cost and, subject to availability and applicable law, either:

  • send the correct product; or
  • issue the applicable refund.

You will not be required to pay return courier charges where the error was ours.

7. Products Damaged During Delivery

Please inspect your order as soon as reasonably possible after delivery, ideally within 48 hours.

If your order arrives damaged (for example, a leaking or broken spray bottle, or torn packaging with damaged contents), please contact us promptly at info@aurorastudio.co.za and provide:

  • your order number;
  • a description of the damage;
  • photographs of the product;
  • photographs of the outer packaging and courier bag; and
  • any other information reasonably required to investigate the matter.

Prompt notification helps us investigate courier damage and resolve the issue faster.

Failure to notify us within 48 hours does not remove any statutory rights you may otherwise have under South African law.

8. Defective or Faulty Products

All products supplied by Aurora Studio are subject to applicable statutory consumer protections.

Under section 55 of the Consumer Protection Act, consumers are entitled to receive goods that are, among other things:

  • reasonably suitable for the purpose for which they are generally intended;
  • of good quality;
  • in good working order;
  • free of defects; and
  • reasonably durable, having regard to their nature and intended use.

Examples of issues we would look at as potential defects include clips that break or detach on first normal use, fibre that sheds or mats excessively straight out of the packaging, or a spray bottle or pump that does not work on arrival.

Where a product fails to meet the standards required by the CPA within the six-month implied warranty period under section 56, you may return the product without penalty and at our risk and expense.

Where section 56 applies, you may choose between:

  • repair;
  • replacement; or
  • refund,

subject to the provisions and requirements of applicable law. Because hair extensions and hair-care products generally cannot be repaired, in practice we will usually offer a replacement or refund.

Aurora Studio will not require you to accept a repair where South African consumer law gives you the right to choose another statutory remedy.

9. Products Repaired Under the CPA

Where Aurora Studio repairs goods under section 56 of the CPA and, within three months after that repair, the original defect has not been remedied or a further defect is discovered, you will be entitled to a replacement or refund in accordance with section 56(3) of the CPA.

10. What Is Not Normally Considered a Defect?

Subject always to your statutory rights, the following would generally not be regarded as defects:

  • normal wear and tear from regular wearing, brushing and washing;
  • gradual changes in texture, sheen or curl definition that are reasonable for synthetic fibre given its age and use;
  • damage caused by heat tools, dyeing, bleaching, cutting or chemical treatments;
  • damage caused by failing to follow the care instructions supplied with the product;
  • clips or wefts damaged by excessive force, pulling or improper attachment;
  • accidental damage, misuse or unauthorised alterations; or
  • using a product for a purpose for which it was not designed.

Each claim will be assessed on its particular circumstances.

Nothing in this section allows Aurora Studio to reject a valid statutory claim simply by labelling an issue "wear and tear".

11. Starter Kits and Bundles

Kits and bundles are sold at a combined discount. For change-of-mind returns, the full kit should be returned, with every item meeting the conditions in section 1.

If you return only part of a kit for change of mind, your refund will be the kit price you paid less the full standalone price of the item(s) you keep. The bundle saving only applies when the full kit is kept.

You keep

You return (sealed)

Refund (at current prices)

Extension (R849.99)

Detangling Spray

R978.99 − R849.99 = R129.00

Detangling Spray (R269.99)

Extension

R978.99 − R269.99 = R709.00

If one item in a kit is defective, damaged or incorrect, we will replace that item or refund its proportional share of the kit price you paid. You do not lose the bundle saving on the items you keep.

12. Free Gifts and Promotional Items

Where a complimentary gift was supplied as part of a promotion linked to your purchase, Aurora Studio may require that gift to be returned together with the qualifying product where the purchase is voluntarily cancelled or returned in full.

If the promotional item has been opened, used or is not returned, Aurora Studio may deal with the promotional benefit in a reasonable manner where permitted by law.

This provision will not be applied in a way that limits statutory remedies for defective goods.

13. Sale and Promotional Prices

Products purchased on sale or promotion are not automatically excluded from returns merely because they were discounted. Eligible sale items may be returned in accordance with this policy and applicable law.

However, where a product was sold at a reduced price because of a specific imperfection or condition that was clearly disclosed to you before purchase and accepted by you, you may not later claim that disclosed condition as an undisclosed defect (section 55(6) of the CPA). Any other statutory rights remain unaffected.

14. Reasonable Use or Restocking Deductions

Where the Consumer Protection Act permits a supplier to impose a reasonable charge because returned goods have been used, consumed, depleted or require restoration before they can be restocked, Aurora Studio reserves the right to apply such a charge where legally permissible.

Any such charge will be reasonable, relate to the actual condition of the product, be considered case by case, and only be imposed where permitted by law.

Aurora Studio does not impose a blanket percentage "restocking fee". No such deduction will be used to undermine your statutory rights in respect of defective goods.

15. Return Courier Costs

Who pays the return cost depends on the reason and legal basis for the return.

Change of mind: you are responsible for the cost of returning the product to us.

ECTA cooling-off returns: you may be responsible for the direct cost of returning the goods, as permitted by section 44(2) of ECTA.

Incorrect, defective or qualifying statutory returns: where we supplied the incorrect item, or where the law requires the return to be at the supplier's risk and expense, Aurora Studio will bear the reasonable return cost.

Please contact us before arranging your own courier for a defective or incorrect item so we can provide the right return instructions.

16. Refunds

Once your returned item has been received, we will inspect it and let you know the outcome.

Approved refunds for voluntary returns will be processed within 10 business days of approval. Refunds under the ECTA cooling-off right will be made within 30 days of the date of cancellation, as required by section 44(3) of ECTA.

Approved refunds will be issued to the original payment method used for the order, unless another method is required or agreed. Bank and payment-provider processing times may vary.

Delivery charges will be refunded where required by applicable law. Original delivery charges are not necessarily refundable for purely voluntary change-of-mind returns.

For voluntary change-of-mind returns only: if your order qualified for free delivery and a partial return takes the amount you keep below the free-delivery threshold, we may deduct our standard delivery fee from your refund.

17. Payment Providers

Where your purchase was made through a third-party payment provider (currently Yoco), approved refunds may also be subject to that provider's processing procedures. Aurora Studio will submit an approved refund through the appropriate payment channel.

Any statutory rights against Aurora Studio remain unaffected by your choice of payment provider.

18. How to Request a Return or Exchange

To request a return or exchange, email info@aurorastudio.co.za and include:

  • your full name;
  • your Aurora Studio order number;
  • the product and shade you would like to return;
  • the reason for the return or exchange; and
  • photographs where the product is damaged, defective or incorrect.

We will reply with return instructions and the return address. Please do not send a return without contacting us first, as this may delay processing. This administrative step will never be used to defeat a statutory right you have otherwise validly exercised.

19. Returning Your Parcel

Please package returned goods securely in a courier bag or box, include all pieces and accessories, and do not stick courier labels or tape directly onto the product packaging.

Where applicable law places the return risk on you, goods remain at your risk until we receive them. Where the law places the return at our risk and expense, we will provide the relevant collection or return arrangements.

20. Cancelling an Order Before Dispatch

If you would like to cancel an order before it has been dispatched, contact us as soon as possible. If the order has not yet been dispatched, we will cancel it and process a full refund. If it has already been dispatched, the returns procedure in this policy applies.

Any statutory cancellation rights remain unaffected.

21. Fair Assessment of Returns

Aurora Studio reserves the right to inspect returned products to determine whether the product qualifies for a voluntary return, whether damage arose from use, misuse or a defect, whether all components are present, and which process applies.

An inspection does not remove or delay a statutory remedy where your entitlement has been established under applicable law.

22. Your Statutory Rights

This policy is intended to operate consistently with South African law, including the:

  • Consumer Protection Act 68 of 2008; and
  • Electronic Communications and Transactions Act 25 of 2002.

Nothing in this policy should be interpreted as excluding, restricting or waiving a consumer right that may not lawfully be excluded, restricted or waived. Where any provision conflicts with a mandatory provision of South African consumer law, the law will prevail.

23. Contact Aurora Studio

Aurora Studio

Email: info@aurorastudio.co.za

Website: www.aurorastudio.co.za

Please include your order number whenever possible so we can help you quickly.