Return & Refund policy

When you can request a return or exchange

You are eligible for a return or exchange if:

• The handle or strap of the bag is damaged or broken
• The logo, badge or hardware (zip, buckle, clasp) is damaged or defective
• You received a different color than the one you ordered
• You received a different article than the one you ordered
• The bag arrived damaged during delivery

When a return is not possible

• You changed your mind or no longer like the design or color
• The bag has been used, washed, or altered
• Tags, packaging, or dust bag are missing
• The issue is reported after the return window has passed
• Minor color differences due to screen settings or lighting in photos

How to request a return or exchange

1. Contact us within 48 hours of receiving your order on WhatsApp at 0319-0237720 or email us at shop.aurina@gmail.com.
2. Share your order number along with clear photos or a video of the issue. An unboxing video is highly recommended.
3. Let us know whether you would like an exchange or a refund.
4. Once your request is approved, send the bag to the address we provide, in its original packaging with all tags attached.
5. Please share the courier tracking number with us after dispatching the parcel.

Courier charges

• Exchange: If you choose to exchange your bag, Aurina will cover the courier charges, both for the return and for sending you the replacement.
• Refund: If you choose a refund, the return courier charges will be paid by the customer.

Refund process

Once we receive the bag, our team will inspect it. After approval, your refund will be processed within 3–4 working days via bank transfer, JazzCash, or EasyPaisa. You will receive a confirmation message once the refund has been sent.

Please note that the refund covers the product price only. Original delivery charges are non-refundable.

If the returned item does not meet our return conditions, it will be sent back to you and no refund will be issued.

Exchanges

Exchanges are subject to stock availability. If the requested article or color is out of stock, you may choose a different item or opt for a refund. In this case, Aurina will cover the return courier charges.

Refused deliveries (Cash on Delivery)

If a COD parcel is refused at the time of delivery without a valid reason, the customer may not be eligible for future COD orders.

Need help?

WhatsApp: 0319-0237720

Email: shop.aurina@gmail.com