At Aura, we take great care in selecting and preparing our hair to ensure you receive a high-quality product. Because hair is a personal-use product, we have specific conditions that apply to returns, Refunds and exchanges.

Change of Mind Returns

Aura accepts returns for change of mind provided the hair has not been opened, used or altered.

The hair may be removed from the outer packaging for inspection; however, the original hair seal must remain completely intact.

Once the seal has been removed, opened or broken, the hair is considered used and cannot be returned, exchanged or refunded.

We cannot accept returns where the hair has been:

• Coloured, dyed or chemically treated
• Washed or conditioned
• Cut, trimmed or altered
• Worn or installed
• Had the original seal opened or removed
• Otherwise used or altered in any way

Incorrect Colour

If you have received the wrong colour or decide that you require a different colour, Aura may offer a refund or colour exchange, provided the hair meets our return requirements.

To be eligible:

• The hair must be unused and unaltered
• The original hair seal must not have been removed, opened or broken
• The hair must not have been washed, coloured, cut, installed or otherwise altered
• The product must be returned in its original condition

If the seal has been removed or broken, we cannot accept the hair back for a colour exchange or refund.

Please contact Aura before returning your hair so that our team can confirm whether your order is eligible and provide you with the return instructions.

Quality Issues

We stand behind the quality of our products. If you believe there is a genuine quality issue with your Aura hair, please bring it to our attention as soon as possible.

Quality concerns are assessed on a case-by-case basis and are subject to Aura's quality assessment process and terms and conditions.

To assess a quality claim, we may require:

• Your order number or proof of purchase
• Clear photographs or videos showing the issue
• Photographs of the hair and packaging
• Details of how the hair has been stored, handled and cared for
• Any other information reasonably required by our team
  

If you believe there is a quality issue, please do not colour, wash, cut, install or otherwise alter the hair before contacting us.

Any alteration to the hair may affect our ability to assess the concern and may result in the claim being declined.

Where a quality issue is confirmed and the claim meets our terms and conditions, Aura will advise you of the appropriate resolution, which may include a replacement, exchange or refund.

Important

A quality concern does not automatically qualify for a refund. All quality claims must go through Aura's assessment procedure before a resolution can be offered.

Aura reserves the right to decline a return, exchange or refund where the product does not meet the requirements of this policy.

If you are unsure whether your purchase qualifies for a return, colour exchange or quality claim, please contact Aura before altering or returning the hair. Our team will guide you through the next steps.

Contact Us

For any return, colour exchange or quality-related enquiry, please contact Aura with your order number and details of your concern. We will provide you with the relevant instructions and advise you of the next steps.

How quickly will my Aura order be dispatched?

We aim to process orders as quickly as possible. Delivery timeframes depend on your location and the delivery method selected.

Do you offer same-day delivery or pickup?

Yes. Same-day pickup may be available for customers located in Brisbane and the Gold Coast.

Customers can also collect their order directly from our designated Aura pickup location.

Please contact us or select the relevant option at checkout to confirm same-day availability.

How long does postage take?

Delivery times depend on your location. As a general guide, orders can take approximately 1–3 business days for delivery once dispatched.

Delivery timeframes may vary depending on your location, courier service and order processing time.

Aura offers, Genius Weft, Keratin Bond and Tape extensions, giving professional stylists a versatile range of methods to suit different clients, hair types and desired results.

Yes. Aura offers trade opportunities for approved salons and professional stylists. Contact our team to learn more about becoming an Aura salon partner.

Longevity depends on the extension method, application, maintenance and aftercare. Proper professional application and recommended aftercare will help maximise the life and quality of the hair.

We recommend that any colour or chemical service is performed by a qualified professional and only where appropriate for the specific hair.

Please note that once hair has been coloured or chemically treated, it is no longer eligible for return or refund.

We recommend that any colour or chemical service is performed by a qualified professional and only where appropriate for the specific hair.

Please note that once hair has been coloured or chemically treated, it is no longer eligible for return or refund.

It depends on the colour/blend, but approximately 10-14 days.
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