Refund policy

Refund Policy

At AuraGlow, we want every customer to feel confident when placing an order. If any issues arise with your purchase, please contact us and we will review the case carefully.

Returns

We accept return requests within 30 days of the delivery date. To be eligible for a return, the item must meet the following criteria:

  • Be unused and in the same condition that you received it.
  • Be returned in its original packaging.
  • Include all original parts, accessories, and components (e.g., charging cable, manual).
  • Show no signs of damage, misuse, alteration, or wear caused after delivery.

To request a return, please 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 highly recommend using a trackable shipping method for your returns. We are not responsible for return packages that are lost, delayed, or damaged while in transit back to us.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please 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 necessary to verify the issue.

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

Order Cancellations

Orders can only be canceled before they enter the production or pre-shipment preparation phase. Since orders are processed quickly for dispatch, cancellation requests submitted after fulfillment has begun may not be approved. If your order has already shipped, it cannot be canceled. You may request a return after delivery in accordance with this policy.

Refund Processing

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

Non-Refundable Situations

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

  • Incorrect shipping details provided by the customer.
  • Failed delivery caused by an incomplete or incorrect address.
  • Customer refusal to accept the delivery.
  • Items returned without prior approval.
  • Items returned used, damaged, altered, or incomplete.
  • Hygiene-sensitive consumable products (e.g., opened hydrogel patches).
  • Delays caused by customs, carriers, or circumstances beyond our reasonable control.

Lost or Delayed Packages

If your package appears to be delayed, please 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 high seasonal demand. A package is not considered lost solely because it is experiencing a delay. We will review claims for lost packages based on tracking information and carrier confirmation where applicable.

Contact

For any return, refund, cancellation requests, or to report a damaged item, please contact us at: auraglowgold@gmail.com. Please always include your order number so we can assist you as quickly as possible.

Statutory Rights

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