Refund policy
FTOUNI AURA — RETURN & REFUND POLICY
Last updated: September 2026
Thank you for shopping with Ftouni Aura.
Because many of our products are produced and fulfilled specifically after an order is placed, we maintain a limited return and refund policy. Please review this policy carefully before completing your purchase.
By placing an order with Ftouni Aura, you acknowledge that you have reviewed the product description, selected the correct size, color and quantity, and agree to the terms below.
1. GENERAL RETURN POLICY
Except where applicable law gives you a mandatory right to cancel, return, repair, replacement or refund, Ftouni Aura does not accept returns or provide refunds for:
• Change of mind
• Choosing the wrong size
• Choosing the wrong color
• Ordering the wrong product
• Deciding that you no longer want the item
• Personal preference regarding fit, style or appearance
• Finding a similar product elsewhere at a lower price
• Minor differences in color caused by lighting, screens or display settings
• Minor differences between product mockups and the finished printed item
• Orders placed accidentally
• Refusal or failure to collect a shipment
• Incorrect or incomplete delivery information provided by the customer
Please check your order carefully before completing checkout.
2. DAMAGED, DEFECTIVE OR INCORRECT ITEMS
If your order arrives damaged, materially defective, or you receive an item that is materially different from what you ordered, please contact us as soon as reasonably possible at:
ftouniaura@gmail.com
For faster handling, we recommend contacting us within 7 days of delivery.
Your message should include:
• Your full name
• Order number
• Description of the issue
• Clear photographs of the item
• Clear photographs of the packaging
• A photograph of the shipping label
• Video evidence where reasonably necessary to demonstrate the issue
We may request additional photographs or information before approving a remedy.
Do not discard the product, packaging or shipping label until your claim has been reviewed.
This 7-day request period is intended to help us investigate shipping and fulfillment problems quickly and does not limit any mandatory consumer rights that apply under applicable law.
3. AVAILABLE REMEDIES
After reviewing an eligible claim, Ftouni Aura may provide an appropriate remedy, which may include:
• Replacement of the affected item
• Reshipment of the correct item
• Partial refund
• Full refund
• Another remedy required by applicable consumer law
The remedy available will depend on the nature and seriousness of the problem and any mandatory rights that apply to the customer.
Where applicable law gives the customer the right to choose between a refund, replacement or another remedy, those statutory rights will apply.
4. CHANGE-OF-MIND RETURNS
Ftouni Aura does not voluntarily offer change-of-mind returns.
This means that, except where required by applicable law, a customer cannot return an item simply because:
• They changed their mind
• They no longer like the design
• The item does not match their personal style
• They selected the wrong size or color
• They no longer require the product
Please review our product images, descriptions and sizing information carefully before purchasing.
5. EUROPEAN UNION / EEA CUSTOMERS
Customers located in the European Union or European Economic Area may have mandatory rights under applicable consumer protection legislation.
For qualifying distance purchases, consumers generally have a legal right to withdraw from the purchase within 14 days after receiving the goods without providing a reason.
Where this statutory right applies, it takes priority over our general change-of-mind policy.
To exercise a statutory withdrawal right, the customer must notify Ftouni Aura within the applicable legal period by contacting:
ftouniaura@gmail.com
The customer may be responsible for the direct cost of returning the goods where permitted by law and where the customer was informed of that responsibility.
Returned goods must be handled only to the extent reasonably necessary to determine their nature, characteristics and functioning. A deduction may be made where legally permitted if the value of the goods has been reduced through handling beyond what would normally be permitted in a physical store.
Any mandatory statutory rights relating to defective, non-conforming or misdescribed goods remain unaffected.
6. UNITED KINGDOM CUSTOMERS
Customers in the United Kingdom may also have statutory cancellation rights for qualifying online purchases, including a cooling-off period for certain goods purchased at a distance.
Where UK consumer law grants a mandatory cancellation, refund, repair or replacement right, those rights apply regardless of the general restrictions stated elsewhere in this policy.
Nothing in this policy is intended to exclude or restrict rights that cannot legally be excluded.
7. AUSTRALIAN CUSTOMERS
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law.
Where the Australian Consumer Law applies, customers may be entitled to a repair, replacement, refund or other remedy where goods fail to meet applicable consumer guarantees.
A Ftouni Aura policy cannot remove rights that are mandatory under Australian law.
We are not required to provide a refund solely because an Australian customer changed their mind, except where we voluntarily agree to do so or another legal right applies.
8. SIZE AND FIT
Customers are responsible for selecting the correct size before ordering.
Measurements and sizing information should be reviewed carefully before checkout.
Unless required by applicable law, we do not provide refunds or exchanges where:
• The customer selected the incorrect size
• The item fits differently from the customer's personal preference
• The customer intentionally ordered multiple sizes for comparison
• The customer relied on usual sizing from another brand rather than our provided sizing information
Sizing can vary between manufacturers, styles and production batches.
9. COLOR AND PRODUCT APPEARANCE
We make reasonable efforts to present product colors and artwork accurately.
However, colors may appear differently depending on:
• Screen brightness
• Monitor calibration
• Phone display settings
• Lighting
• Fabric color
• Printing method
• Production batch
Minor color variation is not automatically considered a defect.
Printed apparel may also contain minor differences in print placement, scale or color compared with digital mockups.
A claim will only be considered where the difference is material or where applicable consumer law requires a remedy.
10. PRINTED PRODUCTS
Our products may use printing methods such as DTG or other garment-printing processes.
Minor characteristics inherent to garment printing, including small variations in saturation, texture or positioning, are not necessarily defects.
However, materially incorrect artwork, severe printing defects, significant misalignment, missing artwork, or substantial damage may qualify for review.
11. RETURN AUTHORIZATION
Please do not send a product back without first contacting Ftouni Aura.
Contact:
ftouniaura@gmail.com
We will provide applicable return instructions after reviewing your request.
Sending an item to an address without authorization or instructions may cause delays and does not guarantee that the return will be accepted.
Where applicable law allows a return regardless of prior authorization, this section does not remove that legal right.
12. RETURN CONDITION
Where a return is accepted, the product should ordinarily be:
• Unworn
• Unwashed
• Unaltered
• Free from stains, odors, damage or contamination
• Returned with any original packaging where reasonably possible
These conditions do not override mandatory legal rights relating to defective or non-conforming goods.
13. RETURN SHIPPING COSTS
For voluntary returns, where accepted, return shipping costs are normally the customer's responsibility.
For defective, damaged, incorrect or non-conforming goods, return shipping will be handled in accordance with applicable law and the circumstances of the claim.
Any customs charges, duties or additional carrier fees arising from an unauthorized return may be deducted where legally permitted.
14. ORIGINAL SHIPPING FEES
Original shipping charges are generally non-refundable except:
• Where required by applicable law
• Where the entire order qualifies for a statutory withdrawal refund
• Where the shipment was materially defective or incorrect and applicable law requires reimbursement
• Where Ftouni Aura expressly agrees otherwise
Where statutory law requires reimbursement of standard delivery costs, Ftouni Aura will comply with that requirement.
Additional costs resulting from a customer's selection of an upgraded or premium delivery service may not be refundable where permitted by law.
15. REFUND PROCESSING
Approved refunds are issued to the original payment method used for the order unless otherwise required or agreed.
Once a refund is approved and processed by Ftouni Aura, the time required for funds to appear in the customer's account depends on the payment provider, bank and card issuer.
We cannot control bank processing times.
16. LOST OR UNDELIVERED ORDERS
If an order appears lost in transit, contact us so that we can investigate the shipment with the fulfillment or shipping provider.
An order will not automatically be considered lost solely because delivery is slower than estimated.
International shipments may experience customs, carrier or local delivery delays.
Where an order is confirmed lost, we may provide a replacement, refund or another remedy depending on the circumstances and applicable law.
17. INCORRECT SHIPPING ADDRESS
Customers are responsible for providing a complete and accurate delivery address.
If an order cannot be delivered because the customer supplied an incorrect, incomplete or outdated address, Ftouni Aura is not responsible for the resulting loss or additional shipping costs except where applicable law requires otherwise.
If an address error is reported before fulfillment begins, we will make reasonable efforts to update the order.
We cannot guarantee changes once fulfillment has started.
18. REFUSED OR UNCLAIMED PACKAGES
Unless required by applicable law, refunds are not automatically provided for packages that:
• Are refused by the customer
• Are not collected
• Are returned because the recipient was unavailable
• Are returned because customs charges were not paid
• Are returned because incorrect delivery details were provided
Any refund that is voluntarily approved in such circumstances may be reduced by costs incurred by Ftouni Aura where legally permitted.
19. CANCELLATIONS
Orders may enter production or fulfillment shortly after being placed.
For this reason, cancellation requests are not guaranteed.
Contact us immediately at:
ftouniaura@gmail.com
If fulfillment has not started, we may be able to cancel the order.
Once production or fulfillment has started, cancellation may not be possible except where the customer has a mandatory legal right to cancel.
20. CHARGEBACKS AND PAYMENT DISPUTES
Customers are encouraged to contact Ftouni Aura before initiating a payment dispute or chargeback so that we have an opportunity to investigate and resolve the issue.
Nothing in this section restricts a customer's legal right to contact their bank, payment provider or card issuer.
21. THIRD-PARTY FULFILLMENT
Ftouni Aura may use third-party manufacturers, fulfillment partners and logistics providers to produce and ship orders.
As a result, products may be manufactured or dispatched from a country different from the customer's country and different from Ftouni Aura's business location.
This does not affect any mandatory consumer rights that apply to the purchase.
22. ABUSE OR FRAUDULENT CLAIMS
Ftouni Aura reserves the right to investigate claims reasonably suspected to involve:
• Fraud
• Altered photographs
• False damage claims
• Repeated abusive refund requests
• Deliberate product damage
• Chargeback abuse
This does not prevent customers from exercising legitimate statutory rights.
23. NON-EXCLUDABLE CONSUMER RIGHTS
Nothing in this Return & Refund Policy is intended to exclude, restrict or modify a consumer right, guarantee, warranty or remedy that cannot lawfully be excluded under the laws applicable to the transaction.
Where this policy conflicts with a mandatory consumer protection law, the mandatory law will apply.
24. CONTACT
For return, refund, damage or order-related requests, contact:
Ftouni Aura
Email: ftouniaura@gmail.com
Please include your order number in all correspondence.
We may request additional information reasonably necessary to investigate and process your request.