Return policy

What is your policy on returns?

We understand that you may occasionally wish to return your purchases. We’ll be happy to help you with the process.

We do not accept:

– Products damaged by misuse or showing signs of wear, even if they are still under warranty.

– Products that have been used, altered, assembled or installed, unless they are defective.

– Lingerie or jewellery, if their packaging has been opened. Of course, we will take back defective products.

– Toiletries and perfumes.

– Bedding, bath products, kids’ products, pillows, sheets, comforters, bed-in-a-bag, duvets, duvet covers, memory foam, towels and bathrobes that have been removed from their packaging.

– Products you wish to exchange for a different color or size. (We currently do not offer an exchange service which means that you will need to return the product first and purchase what you wish instead).

Please return your products in their original packaging, within 14 days of delivery. Double-check that you’ve included the original invoice, all the accessories, promotional gifts and warranty cards that came with your order.

Can I return part of a promotional purchase, where the discount was calculated on the total cost of my purchase?

Yes, you can return items that were originally part of a promotion, but you will lose out the discount

What if I want to return a product that was part of a Buy 1 Get 1 Free offer or a Bundle promo?

If you want to return part of such an order, call Customer Service or return the product to store. Please note, you will only be able to place an online return request if you’re returning the entire order.

Here’s how your refund works:

Once we receive all the products we will issue your refund to your Credit Card, bank account account as the case may be.

If you paid by cash, here’s how your refund works:

– If you return your order by calling Customer Support, you can ask for a bank transfer, a refund to My Credit in your account (if you’re a registered user) or a Return Voucher (if you’re a guest user).

– If you return to a store, you can request a cash refund, a Credit Note or a refund to My Credit in your account.

– If you place an online return request, you’ll receive a refund as a Return Voucher.

What if I want to return part of an order that came with a gift voucher?

Whether you return your order partially or fully, your voucher will be cancelled. You will however, receive a refund for your return.

If you’ve already spent your gift voucher, the value of the voucher will be deducted from your refund.

Can I exchange my purchase for another product?

You’ll be able to return your products to Arooba and use your cash refund or Credit Note to buy a new product right away. However, you’ll only receive a cash refund if you’d paid for your order by cash.

Your Credit Note will be valid for 6 months from the date of issue and can be used online or in-store.

If I pay for my order with a Credit or Debit Card, how long will it take to process my refund?

If you’ve paid by Credit or Debit Card, here’s how long it will take:

-1) 2-3 business days to receive your returned items.

-2) 2 business days to perform a quality check and issue the refund.

-3) Your bank or card issuer may take an additional 4-15 business days to process the transaction.

I paid for my order by Cash on Delivery. Can I return the products and get a cash refund?

Your Cash on Delivery charge will only be refunded if you return your entire order.

Here’s how it works:

Return to store – If you pay by cash and then return a product to Arooba store, we’ll give you a cash refund. You can also opt for a Credit Note that you can spend online or in-store.

Call for a pickup – You can ask Customer Support to transfer your refund to your bank account, or opt for a Return Voucher.

Online return – We’re sorry, we won’t be able to offer you a cash refund or a bank transfer. or get a Return Voucher.

Credit Notes and Return Vouchers are single-use vouchers valid for 6 months from the date of issue, which can be redeemed against your Arooba purchases online or in-store.

My Credit refunds go to the My Credit section in your account and can be used to shop any of our online brands.

I paid for an order using only a Return Voucher, and then cancelled the order. Can I use the Return Voucher again?

Sure. You can use the Return Voucher again after an email confirmation from us.

I paid for an order using a Return Voucher and a Credit or Debit Card, but I want to return a part of my order. How is my refund processed?

If you want to return a part of your order, we will issue a new Return Voucher, or a refund to My Credit (if you’re a registered user). The rest of the amount will be refunded to your Credit or Debit Card. This could work in two ways:

If the value of the return is higher than the value of the voucher:

Imagine an order with three products worth Rs 200 each, having a total value of Rs 600. The order was paid for with a Return Voucher or your My Credit balance worth Rs 300 as well a Credit or Debit Card. If you return two products, your refund of Rs 400 will be split between a Return Voucher (or My Credit balance if you’re a registered user) worth Rs 300 and a Credit or Debit Card refund worth Rs 100.

If the value of the return is lower than the value of the voucher:

Consider an order with three products of Rs 200 each, having a total value of Rs 600. The order was partly paid for using a Return Voucher or your My Credit balance worth Rs 300 and the rest of the amount was paid by Credit or Debit Card. If you return one product, you will receive a new Return Voucher (or My Credit balance if you’re a registered user) worth the value of one product, or Rs 200 in this case.

What is a Credit Note and how is it different from a Return Voucher?

When you return a product to one of our stores, you can choose to receive your refund as a Credit Note. This Credit Note can be used to shop any Arooba product online or in-store.

If you pay using Cash on Delivery and then return your product either by initiating a request online or by arranging a pick-up, you’ll receive your refund to My Credit in your account or in the form of a Return Voucher (if you’re a guest user).

Both Credit Notes and Return Vouchers are valid for 6 months from the date of issue and must be spent in a single transaction.

Where can I spend my Credit Note?

When you return a product to one of our stores, you can choose to receive your refund as a Credit Note. This Credit Note can be used to shop any Arooba product online or in-store.

Your Credit Note will be valid for 6 months from the date of issue.

If I return a product that I bought with a Return Voucher to a store, how is my refund processed?

We’ll first check your products. Once that’s done, you can opt either for a Credit Note, or a refund to My Credit in your account.

If I buy a product partly with cash and partly with My Credit balance, a Return Voucher or a Credit Note, and then return it to store, how is my refund calculated?

For your cash payment, you will receive a cash refund. The amount that you’ve paid using your My Credit balance, Return Voucher or Credit Note will be returned to you either as fresh Credit Note or refunded to My Credit in your account (if you’re a registered user).

You can also opt to receive your full refund as a Credit Note.

Your Cash on Delivery charges will not be refunded.

I bought a product by paying Cash on Delivery and returned it to store in exchange for a Credit Note, which I then spent on new purchases. If I return these new products I bought to a store, can I receive a cash refund?

No, we’re sorry, we offer cash refunds only when you return a product bought by Cash on Delivery, to a store. Since your second purchase was made with a Credit Note, it is no longer eligible for a cash refund on return.

I have other questions about returns, refunds and cancellations. Who can I call?

Our Customer Support team is here to answer your questions

9:00 AM to 5:00 PM hours 6 days a week

(Sunday will be off). Call us on 0092 300 3977 444.

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