Refund Policy

At AuraGlow, we want every customer to feel confident when placing an order. If anything goes wrong with your purchase, get in touch and we will review your case carefully.

Returns

We accept return requests within 90 days of the delivery date. To be eligible for a return, the item must:

  • Be unused and in the same condition in which it was received.
  • Be returned in its original packaging.
  • Include all original parts, accessories and components.
  • Show no signs of damage, misuse, alteration or wear caused after delivery.

To request a return, contact us at auraglowgold@gmail.com providing:

  • Your order number.
  • The email address used for the purchase.
  • The reason for the return.
  • Photos of the item and packaging, if requested.

Returns sent without prior approval from us may not be accepted.

Return shipping costs

Customers are responsible for return shipping costs, unless the item arrived damaged, defective or incorrect. We strongly recommend using a tracked shipping method for returns. We are not responsible for return packages that are lost, delayed or damaged on their way back to us.

Damaged, defective or incorrect items

If your order arrives damaged, defective or incorrect, contact us within 48 hours of delivery. To review the case we may request:

  • Clear photos or videos of the issue.
  • Photos of the outer packaging.
  • Photos of the shipping label.
  • Any other evidence needed to verify the problem.

If the issue is confirmed, we may offer a replacement, a partial refund or a full refund. The final resolution will depend on the nature of the problem.

Order cancellations

Orders can be cancelled only before they enter the preparation or dispatch stage. Cancellation requests sent after your order has been prepared for shipping may not be approved. If your order has already been shipped, it cannot be cancelled. You may request a return after delivery in accordance with this policy.

Refund processing

Approved refunds are issued to the original payment method used at the time of purchase. If a physical return is required, the refund is processed only after the returned item has been received and inspected. Once approved, refunds are generally processed within 5 to 10 business days. Please note that your bank or payment provider may need additional time for the funds to appear in your account.

Non-refundable situations

Refunds may be declined in cases including, but not limited to:

  • Incorrect shipping details provided by the customer.
  • Failed delivery caused by an incomplete or incorrect address.
  • Refusal by the customer to accept delivery.
  • Items returned without prior approval.
  • Items returned used, damaged, altered or incomplete.
  • Delays caused by customs, carriers or circumstances beyond our reasonable control.
  • Free gift items, when the main product is not returned together with them.

Hygiene and personal care

For hygiene reasons, opened single-use items such as hydrogel patches cannot be returned unless they arrived damaged or defective. This does not affect the return of the device itself.

Lost or delayed parcels

If your parcel appears to be delayed, contact us so we can review the tracking status. Shipping times are estimates and may vary due to carrier delays, customs processing, local delivery conditions or seasonal demand. A parcel is not considered lost solely because it is delayed. We review lost parcel claims based on tracking information and carrier confirmation where applicable.

Contact

For any return, refund, cancellation or damaged item report, contact us at: auraglowgold@gmail.com

Please always include your order number so we can help you as quickly as possible.

Legal rights

This policy is intended to explain our store procedures and does not in any way limit the mandatory consumer rights that may apply under applicable local legislation.