We are keen in Opal Aura We are committed to providing a reliable shopping experience for our customers in the UAE. Given the nature of our beauty products, personal care devices, and skincare items, and to maintain the highest standards of public health and safety, we have formulated the following return and exchange policy clearly and transparently to guarantee the rights of all parties.

1. Allowed time period

  • substitution: The customer has the right to request a product exchange within 3 days Maximum from the date of receipt of the order.
  • Retrieval: The customer has the right to request a product return and a refund within 7 days Maximum from the date of receipt of the order.

2. Conditions for accepting returns and exchanges

To ensure your request is processed successfully, the following strict conditions must be met for returned products:

  • Original state: The product must be in its original condition, unused, unopened, and its internal or external packaging must not have been tampered with.
  • The correct cover: The plastic wrapping, original seal, or product safety tape must be intact and undamaged.
  • Accessories and gifts: All accessories included with the product (such as extra heads for skincare devices, cables, and manuals) and any promotional gifts received with the order must be returned in their original condition.
  • Proof of purchase: Completing the process requires providing the original order number or invoice.

3. Cases in which returns or exchanges are not accepted

The following are strictly excluded from this policy:

  • Products that have been opened, tried, or used in any way, including cosmetics and personal care devices that come into direct contact with the skin.
  • Products that have been damaged as a result of misuse, dropping, improper storage, or failure to follow the operating instructions supplied with the device.
  • Products that lack their original packaging or whose serial numbers have been obscured.

4. Damaged or faulty products

If you receive a product that has manufacturing defects or a product that differs from your order registered in the system:

  • You must contact the technical support team immediately upon receiving the order and provide us with clear photos and videos documenting the condition of the product or the damage.
  • The store bears Opal Aura In this case, all shipping costs incurred for returning or exchanging the product are the responsibility of the customer.

5. Shipping costs and fees

  • If the return or exchange is based on the customer’s wishes (change of mind, or desire for a different product) and there is no defect in the product received, the customer bears the full shipping costs (including return policy fees and shipping fees for the replacement product, if any).
  • Shipping fees paid upon completion of the original order are non-refundable.

6. Money refund mechanism

  • Laboratory and technical examination: Once the returned product arrives at our warehouse, our team will thoroughly inspect it to ensure it has not been used and complies with the policy terms.
  • Approval and rejection: If the product passes inspection, the refund process will begin. If the product is found to have been opened or used, the order will be rejected and the product will be returned to the customer at her expense.
  • Financial transfer: The refund amount will be transferred exclusively to the same payment method used at the time of purchase (credit card or Mada/Apple Pay account).
  • Time period: The process of processing the amount and its appearance in your bank account takes from 7 to 14 working daysThis is based on the policies of the bank that issued your card.

7. Application steps

To begin the return or exchange process, please contact customer service through the store's official communication channels (email or WhatsApp) and provide the following information:

  • order number.
  • Name of the product to be returned or exchanged.
  • Explain the reason for the request (with the required images attached).