At Maison Aura, we want you to love every purchase. However, if something isn’t quite right, we offer a 3-day return policy from the date you receive your order.
Returns
To be eligible for a return:
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The item must be unused, unopened, and in the same condition you received it.
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It must be in its original packaging, with all tags attached.
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You must provide a receipt or proof of purchase.
Please note that several types of goods are non-returnable, including:
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Personal care or beauty items (e.g., opened skincare products)
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Custom or personalized items
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Gift cards
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Sale or discounted items
Returns must first be approved by our team. Do not send any items back without contacting us.
Return Address:
Unga House, Westlands
Nairobi, Kenya
To start a return, email us at support@maisonaura.co.ke.
Exchanges
We only replace items if they are:
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Defective
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Damaged upon delivery
To request an exchange for the same item, contact us via email.
Refunds
Once we receive and inspect your return:
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We will notify you by email about the status of your refund.
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If your return is approved, a refund will be processed to your original payment method within 24 hours.
Late or Missing Refunds
If you haven’t received your refund:
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Recheck your bank account.
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Contact your credit card provider—it may take time before the refund is officially posted.
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If needed, reach out to your bank as there may be processing delays.
Still no refund? Contact us at support@maisonaura.co.ke
Shipping
You will be responsible for return shipping costs. These costs are non-refundable, and if you receive a refund, the return shipping fee will be deducted.
We currently offer pickup support within Nairobi for returns. Please contact us to arrange a collection.
Shipping time for exchanged items may vary depending on your location.