Refund and Returns Policy

This Return Policy was last modified on 11 February 2026.

At SOUK AURA, we want you to be satisfied with your fragrance purchase. In compliance with Google Merchant Center policies, our return process is transparent and straightforward.

1. Return Window

You have 14 days from the date of delivery to request a return. Requests made after this period will not be eligible for a refund or exchange.

2. Conditions for Returns (Change of Mind)

We accept returns for a “Change of Mind” only if the following conditions are met:

  • The perfume is unopened, unused, and in its original cellophane/shrink-wrap.
  • The packaging is in its original, resalable condition.
  • Hygiene Note: Due to health and safety regulations in Kenya, we cannot accept returns for perfumes that have been sprayed, opened, or have a broken seal.

3. Damaged or Incorrect Items

If your order arrives damaged or you receive the wrong item, please contact us at info@soukaura.co.ke within 72 hours of delivery. Please include:

  • Your Order Number.
  • Clear photos of the damaged bottle and the shipping box.
    We will provide a pre-paid return label and issue a full refund or a replacement at no extra cost to you.

4. Return Process

To start a return, email us at info@soukaura.co.ke. Once your return is authorized:

  1. Pack the item securely in its original box.
  2. Ship the item to our business address (provided via email).
  3. Return Shipping Costs: Customers are responsible for the cost of return shipping for “Change of Mind” returns. SOUK AURA covers shipping for damaged or incorrect items.
  4. Restocking Fee: We do not charge a restocking fee

5. Refunds

Once we receive and inspect your return (usually within 2 business days), we will notify you of the approval.

  • Approved Refunds: Will be processed back to your original payment method (M-Pesa or Bank) within 3–5 business days.
  • Non-Refundable: Shipping fees paid at the time of purchase are non-refundable.

6. Non-Returnable Items

  • Opened or sprayed perfumes.
  • Perfume samples or decants.
  • Items returned after 14 days.

7. Contact Information

Email: info@soukaura.co.ke
Phone: 0743918319
Address: karanja road kibera Nairobi Opp Al Aqsa Mosque