Refund policy

Returns & Refunds Policy

Last Updated: 27/07/2026

At Aura Align, we are committed to providing premium foot care products and excellent customer service. This Returns & Refunds Policy explains your rights and our procedures regarding returns, refunds, replacements and exchanges.

This policy applies to all purchases made through our website and complies with the Consumer Protection Act 68 of 2008 ("CPA"), the Electronic Communications and Transactions Act 25 of 2002 ("ECTA"), and other applicable South African consumer laws.

Nothing in this policy limits or excludes any rights you may have under South African law.

1. Change of Mind Returns

If you simply change your mind after receiving your order, you may request a return within 7 days of delivery for online purchases where applicable under the ECTA.

To qualify:

  • The product must be unused.
  • The product must not have been worn.
  • The product must be returned in its original packaging.
  • All accessories, manuals and packaging must be included.
  • The item must be in a condition suitable for resale.

For hygiene and health reasons, we reserve the right to refuse returns where products have been opened, worn, used, damaged after delivery, or cannot reasonably be resold unless required by law.

Customers are responsible for the direct cost of returning non-defective items.

Original shipping charges are non-refundable unless required by law.

Refunds will only be processed after the returned goods have been inspected.

This clause is subject to your statutory cooling-off rights under South African law.

2. Hygiene Products

Because Aura Align sells products intended for direct contact with the feet and skin, certain items are considered hygiene products.

For the protection of all customers, we cannot accept returns of products that:

  • have been worn;
  • have been used;
  • show signs of stretching;
  • contain skin oils, dirt, odours or damage;
  • have been altered in any way.

This restriction does not affect your legal rights where a product is defective, unsafe or incorrectly supplied.

3. Faulty or Defective Products

Under the Consumer Protection Act, all products supplied by Aura Align carry the statutory implied warranty of quality.

If your product is:

  • defective,
  • unsafe,
  • materially different from what was advertised,
  • or not of acceptable quality,

you may return it within 14 days of delivery.

Where a genuine manufacturing defect exists, you may choose one of the following remedies as provided under the CPA:

  • a repair;
  • a replacement; or
  • a full refund.

Aura Align may inspect the returned item to determine whether the issue is due to a manufacturing defect or normal wear and tear, misuse, accidental damage or improper use.

Products damaged through:

  • misuse;
  • improper fitting;
  • modifications;
  • accidental damage;
  • neglect;
  • failure to follow instructions;
  • normal wear and tear;

are not considered defective under this policy.

4. Incorrect or Damaged Orders

If you receive:

  • the wrong product,
  • an incomplete order,
  • or an item damaged during shipping,

please contact us within 48 hours of delivery.

Where possible, include:

  • your order number;
  • photographs of the packaging;
  • photographs of the product;
  • a description of the issue.

We will assess the matter and arrange a replacement or refund where appropriate.

5. Products Damaged After Delivery

We cannot accept responsibility for damage caused after delivery due to:

  • misuse;
  • improper storage;
  • improper cleaning;
  • accidental damage;
  • excessive force;
  • modifications;
  • normal wear and tear.

6. Return Approval

Returns must first be authorised by Aura Align.

Please do not return products without contacting us first.

Unauthorised returns may be refused or returned to the sender.

7. Return Process

To request a return:

Email us at:

auraaligna@gmail.com

Include:

  • Full name
  • Order number
  • Reason for return
  • Photos (if applicable)

Our support team will provide return instructions if your return qualifies.

8. Return Shipping

If the return is due to:

  • change of mind;
  • incorrect size ordered;
  • accidental purchase;

the customer is responsible for return shipping costs.

If the return is due to:

  • defective goods;
  • incorrect goods supplied;
  • damaged goods on arrival;

Aura Align will cover reasonable return shipping costs where required by law.

9. Inspection of Returned Goods

All returned items are inspected upon arrival.

Refunds or replacements may be refused where:

  • the item has been used beyond what is reasonably necessary to inspect it;
  • hygiene seals have been broken where applicable;
  • the product is missing components;
  • the item has been damaged by the customer;
  • the item is returned in an unsanitary condition.

10. Refunds

Approved refunds will be processed using the original payment method whenever possible.

Please allow up to 10 business days after approval for your refund to be processed.

Bank processing times may vary.

Shipping fees are non-refundable unless required by law.

11. Exchanges

Where stock is available, we may offer an exchange instead of a refund.

If the replacement product costs more, you will be required to pay the difference.

If the replacement product costs less, the balance will be refunded.

12. Sale Items

Sale, promotional and discounted products remain covered by the Consumer Protection Act for manufacturing defects.

Change-of-mind returns on sale items are accepted only where required by law or at Aura Align's discretion.

13. Gift Cards

Gift cards are non-refundable and cannot be exchanged for cash except where required by law.

14. Non-Returnable Items

Unless required by South African law, we cannot accept returns for:

  • products that have been worn;
  • products used for personal hygiene;
  • items damaged by misuse;
  • products altered after delivery;
  • free promotional items;
  • gift cards.

15. Fraud Prevention

Aura Align reserves the right to refuse refunds or returns where we reasonably suspect:

  • abuse of the returns policy;
  • fraudulent claims;
  • excessive return activity;
  • deliberate product damage;
  • false defect claims.

Where fraud is suspected, additional verification may be requested.

16. Limitation of Liability

Aura Align products are intended to provide comfort and support.

They are not intended to diagnose, treat, cure or prevent any medical condition.

Customers experiencing severe foot pain or medical conditions should consult an appropriately qualified healthcare professional.

Aura Align shall not be liable for indirect, incidental or consequential damages arising from misuse of our products, except where liability cannot legally be excluded under South African law.

17. Contact Us

For all return or refund enquiries, please contact:

Aura Align

Email: auraaligna@gmail.com

Website: www.auraalign.co.za

Response Time: 48hrs

Monday–Friday

Within 1–2 business days