Refund Policy

1. Overview

AURA Commerce provides the digital commerce platform through which Merchants may present products or services, receive orders, use supported payment methods, manage fulfilment, and communicate order and payment status.

The Merchant is the seller of the goods or services purchased by its customers. AURA is not the seller of those goods or services and does not become the owner of customer purchase money merely because the platform supports checkout, payment status, cancellation, or refund workflows.

Customer-order refunds and AURA platform-billing refunds are separate. Customer-order refund eligibility is governed by the Merchant's applicable terms and policies together with mandatory rights under applicable law. AURA platform-billing refunds are governed by the applicable AURA commercial terms and the platform-billing rules described below.

2. Customer Order Refunds

If you purchased a product or service from a Merchant using AURA Commerce, the Merchant is responsible for the underlying sale and for determining and honouring the return, cancellation, replacement, warranty, or refund obligations that apply to that sale under the Merchant's policies and applicable law.

AURA may facilitate or technically initiate a supported customer-order refund where the implemented order and payment flow provides that capability. For example, an eligible verified online payment processed through a supported Merchant payment-provider integration may enter an automated or system-assisted refund flow when a paid order is rejected or when payment is confirmed after the applicable order-confirmation window.

A refund initiated through AURA is still a refund of the Merchant customer purchase. It does not make AURA the seller or convert the customer purchase money into AURA platform revenue.

For Direct UPI, offline, pay-later, or another payment method where AURA does not control or have a supported refund interface for the original payment, the Merchant must arrange the applicable refund directly with the customer. AURA may record or display the resulting order, payment, or refund status where the platform supports that record.

Customers should normally contact the Merchant shown on the relevant storefront or order for a product/service refund, return, cancellation, or fulfilment issue. If the issue concerns an AURA platform refund status or platform functionality, you may also contact AURA using the support details below.

3. Platform Billing Refunds

AURA platform billing is separate from customer purchases from Merchants. Platform fees validly incurred for the AURA Commerce service are generally non-refundable once incurred, except where required by applicable law, where an AURA platform fault or approved billing correction applies, or where the applicable commercial terms expressly provide otherwise.

Billing-wallet top-ups are prepaid platform billing credit. They are not customer purchase money and are not ordinarily transferable or withdrawable. An unused balance arising from an eligible paid top-up may be reviewed for refund in limited circumstances, including account closure, duplicate or excess payment, or another approved exception.

Eligibility is limited to unused credit that can be traced to an eligible original paid top-up after accounting for platform charges already consumed. Promotional, seed, bonus, manual, or administrative credit that was not funded by an eligible customer payment is not refundable as paid wallet credit.

4. How to Request Help

For a refund relating to goods or services purchased from a Merchant, contact the Merchant using the contact or support information shown on the Merchant storefront or order.

For an AURA platform-billing refund request, or if you need assistance with a refund status shown by the AURA platform, email us at support@auracommerce.co.in with the relevant registered mobile number or email, order/payment/top-up reference, the reason for the request, and any supporting information.

5. Processing & Timelines

Where a supported online customer-order refund is initiated through an integrated payment provider, AURA records the available refund state and the payment provider processes the refund through the applicable Merchant payment context. A refund may therefore remain initiated or pending before the payment provider, bank, card network, or other payment system completes it.

Some refund attempts may require Merchant action or further reconciliation, including where the payment provider cannot complete the refund automatically. AURA must not represent a refund as completed until the available authoritative payment-provider or reconciled status supports that result.

Approved refunds of eligible unused paid AURA billing-wallet credit are normally processed against the applicable original payment through the supported AURA billing payment provider after verification of the original payment and wallet activity. The refund is returned through the applicable original payment route and is not credited as new billing-wallet balance.

Processing time ultimately depends on the applicable Merchant or AURA workflow, payment provider, bank, payment method, and any reconciliation or customer/merchant information required. Nothing in this Policy limits a shorter refund or redressal period required by applicable law.

6. Contact

For an AURA platform issue, platform-billing refund request, or assistance locating the applicable Merchant refund path, contact us at support@auracommerce.co.in.

Consumer grievance contact details and the applicable grievance-redressal process are available on our Consumer Grievance Redressal page.