TECHNOLOGY MEETS ELEGANCE
Return & Refund Policy

We Are Committed to a Reliable Shopping Experience

This policy outlines the conditions and procedures for returns, exchanges, and refunds at Aura Smart Home — in accordance with Egyptian consumer regulations and Google Merchant Center requirements.

Last Updated: November 2024
Reading Time: 4 minutes
Egypt — New Cairo
Sections: Return Rights Return Conditions Return Process Refund Policy Exchange Policy Non-Returnable Cases Return Shipping Contact Us
Quick Summary: We accept returns within 14 business days from the date of receipt — provided the product is in its original condition and packaging. Returns are via approved courier only; in-person returns are not accepted.
1
Return Rights

Aura Smart Home is committed to providing a reliable and transparent shopping experience. We accept eligible returns within 14 business days (Saturday to Thursday) from the date the customer receives the product.

Important: Prior approval from our support team must be obtained before sending any product back. Returns without prior authorization will not be accepted.

All returns are completed by mail through an approved courier. In-person or walk-in returns to our store are not accepted.

2
Eligible Return Conditions

For a return request to be accepted, the product must meet one of the following conditions:

✓ Accepted Return Cases

  • Product arrived damaged or defective from the manufacturer
  • Product does not work properly upon unboxing
  • Product received is different from what was ordered (shipping error)
  • Product is incomplete (missing parts)
  • Unused product — customer changed their mind (within 14 days)

✗ Requirements That Must Be Met

  • Product in original condition — unused
  • Original packaging intact and unopened (for change-of-mind returns)
  • All accessories and manuals included
  • Invoice or purchase receipt included
  • Return request submitted within 14 business days of receipt

All returned items undergo a technical inspection upon arrival at our warehouse to verify their condition.

3
Return Process
  • 1
    Submit Return Request Contact our support team via [email protected] or WhatsApp 01016954848, and provide your order number, reason for return, and product photos.
  • 2
    Obtain Return Authorization Our team will review your request within 1-2 business days and send you a Return Merchandise Authorization (RMA) number and shipping instructions.
  • 3
    Package and Ship the Product Carefully package the product in its original packaging with all accessories and the invoice, then ship it via an approved courier within 3 business days of approval.
  • 4
    Technical Inspection Upon arrival, the product undergoes a comprehensive technical inspection. We will contact you with the inspection results within 2-3 business days.
  • 5
    Refund or Replacement After return approval, a refund will be processed or a replacement product sent according to your preference within 5-7 business days.
4
Refund Policy
Refund Methods
  • Refund to the original payment method — Visa / Mastercard / Fawry / valU
  • Store credit to your Aura account for future purchases
  • Direct bank transfer — for Cash on Delivery orders
Refund Timeline
  • Visa / Mastercard: 7-14 business days after approval
  • Fawry / valU: 5-10 business days
  • Cash on Delivery: 3-5 business days via bank transfer
  • Aura Store Credit: Immediate after approval
Note: For change-of-mind returns (not defects), shipping costs in both directions will be deducted from the refunded amount.
5
Exchange Policy

We offer immediate exchange in the following cases:

  • Manufacturing Defects: Replacement within 48 hours of defect confirmation at no extra cost
  • Wrong Product: We ship the correct product immediately and cover all shipping costs
  • Within Warranty Period: Replacement according to manufacturer warranty terms
Like-for-Like Exchange: If the product is unavailable, we offer a similar alternative or a full refund according to the customer's preference.

For more details about the warranty, See our Warranty Policy.

6
Non-Returnable Cases

Returns are not accepted in the following cases:

  • More than 14 business days have passed since delivery
  • Product used or damaged due to misuse or negligence
  • Removal of warranty stickers or tampering with the product
  • Original packaging damaged or missing (for change-of-mind requests)
  • Special-order or custom products
  • Damage caused by natural disasters or electrical fluctuations
  • Returns submitted without prior authorization from our support team
When in doubt: Contact us before sending any product and we will clarify whether your case qualifies for a return.
7
Return Shipping
Who Covers Shipping Costs?
  • Manufacturing defect or shipping error: Aura covers all shipping costs in both directions ✅
  • Customer change of mind: Customer covers shipping costs in both directions
  • Product not as described: Aura covers all shipping costs ✅
Return Address

The exact return address will be sent with your return authorization. Make sure to write the RMA number clearly on the package.

Warning: Do not send any product without an RMA number — unauthorized packages will not be accepted.
8
Contact Us

For any inquiries regarding returns and refunds, contact us directly:

[email protected]
01016954848
01016954848 01001330198 01023131987
Saturday – Thursday
10:00 AM – 6:00 PM
219 Adalus Buildings, Opposite Mivida Compound
5th Settlement, New Cairo, Egypt
Aura Smart Home
Aura — Ayora Smart House for Smart Devices

Policy Updates: We may update this policy from time to time. Last updated: November 2024.

See our other policies: Privacy Policy | Warranty Policy | Shipping Policy