Refund policy

Returns & Exchanges Policy

At AURELUXA, we are committed to delivering research-grade skincare alongside a seamless customer experience. Please review our return, exchange, and damage guidelines prior to completing your purchase.

30-Day Money-Back Guarantee

If an item does not meet your expectations, you may request a return within 30 days of delivery under our 30-Day Money-Back Guarantee:

  • Request Window: Return requests must be initiated within 30 calendar days of confirmed delivery.

  • Promotional Bundles: If an item was purchased as part of a promotional tier or bundle (e.g., Buy One, Get One or gift sets), all items included in the promotion must be returned together.

  • Completeness: Returned products must include all original packaging, components, accessories, and accompanying inserts.

  • Efficacy Timeline: True cellular turnover requires sustained application. While our guarantee permits returns within 30 days, we recommend consistent daily use for 60 to 90 days for optimal clinical results.

  • Excluded Conditions: Products damaged through user error, improper handling, water exposure, drops, or unauthorized tampering do not qualify for a refund.

Damaged, Defective, or Incorrect Deliveries

If your order arrives compromised or develops an unexpected structural fault:

  • Reporting Window: Contact us at support@aureluxa.com within 48 hours of delivery to report parcels damaged in transit, defective dispensers, or incorrect items.

  • Required Verification: Please provide your order confirmation number along with clear photographs or a short video showing the outer shipping box, inner packaging, damaged bottle or pump mechanism, and the shipping label.

  • Resolution Protocol: Once verified by our support team, we will immediately dispatch a complimentary replacement or issue a full refund to your original payment method.

  • No Return Costs for Damage: You will not be charged restocking fees or return postage for confirmed carrier transit damage or manufacturer-defective items.

Return Protocol & RMA Requirements

To protect your shipment and ensure accurate processing at our warehouse, all returns must follow our formal intake protocol:

  • Return Authorization: Returns must be initiated via our online Returns Centre or by contacting support@aureluxa.com. An official Return Merchandise Authorization (RMA) number will be issued upon approval.

  • RMA Mandatory: Packages received without a valid RMA number clearly marked on the return packaging will be rejected and returned to sender.

  • Transit Window: Authorized returns must reach our fulfillment facility within 30 calendar days from the RMA issue date.

  • Shipping & Transit Liability: Return shipping costs are the responsibility of the customer and are non-refundable. AURELUXA assumes no liability for return packages lost, delayed, or broken in transit; we strongly recommend using a tracked, insured postal service.

  • External Delivery Delays: Delays resulting from external courier disruptions, customs clearance, or force majeure events do not qualify for cash compensation under the Money-Back Guarantee.

Refunds, Fees & Processing

  • Restocking Fee: A flat $10 handling and warehouse restocking fee will be deducted from the final refund amount on all voluntary returns.

  • Non-Refundable Charges: Original shipping fees, priority handling, gift packaging, and duties or local taxes are non-refundable.

  • Missing Items: Returns missing original parts, accessories, or outer packaging are subject to an additional deduction or refusal.

  • Standard Payment Methods: Orders purchased via credit card, debit card, or PayPal are refunded directly to the original payment method.

  • Buy Now, Pay Later (BNPL): Orders processed through Klarna, Afterpay, or Sezzle are eligible for store credit only.

  • Processing Window: Please allow 7 to 10 business days from the date our warehouse team receives and inspects your return for your refund or credit note to clear. You will receive an automated confirmation email once the inspection is finalized.

Order Cancellations

To maintain fast delivery timelines, all placed orders are routed immediately to our automated fulfillment facility for packaging and dispatch. Once an order enters our warehouse queue or has shipped, it cannot be edited, intercepted, or cancelled.

If you change your mind after placing an order, please contact support@aureluxa.com as soon as possible. While our team will make every effort to intercept the package, cancellation cannot be guaranteed once fulfillment processing has begun. If your order has already been dispatched, simply retain the package unopened and initiate a return through our standard 30-day return process once it arrives.