Refund & Returns Policy

Every Aura Clinic order is custom-prepared against your individual prescription — medicines are procured, prepared, and labelled specifically for you after you confirm your order. For this reason, and for safety and hygiene reasons that apply to all medicines, we do not accept returns or exchanges once an order has been dispatched.

If you have paid in advance and our courier is unable to deliver your parcel, the following process applies:

1. We will first attempt one free re-delivery of your parcel automatically.
2. If that re-delivery also fails, we will contact you on WhatsApp to reconfirm your address and availability.
3. If you confirm within 7 days, we will re-deliver once more, free of charge.
4. If this final attempt also fails, or if we receive no confirmation within 7 days, we will refund your payment minus 500 PKR, which covers the courier journeys already made on your order. Refunds are issued to the original payment method within a reasonable processing period after the returned parcel reaches us.

If we cancel your prepaid order for any reason on our side — for example, a clinical review of your case or an item we are unable to arrange — you receive a full refund with no deduction, to the original payment method.

If a cash-on-delivery parcel is refused or not collected, no payment has been made and therefore no refund arises. Patients whose parcels are returned undelivered may be asked to pay in advance for future orders.

If your parcel arrives damaged, or an item does not match your prescription, message us on WhatsApp with a photo within 48 hours of delivery and we will make it right at no cost to you. This is a correction of our error, not a return, and is always honoured.

Our team is available on the same WhatsApp line for any delivery or refund question.