Refund policy
We want you to love and feel confident in your purchase. That’s why we offer a 60-day money-back guarantee. However, if for any reason you are not completely satisfied, here's how our return and refund process works.
Refund Eligibility
We are happy to offer a full 60-day, 100% refund policy for customers who do not experience results AFTER using our product for 60 days. This policy is designed to ensure that our products are being used as intended and to prevent misuse. Additionally, if you have any negative experience with our product within the first 15 days, we will gladly provide a refund for used products. If you would like to return unused items, you are required to arrange your own shipping. Please be aware that returns are not accepted for some countries, therefore we cannot provide full refunds to them. Do note that we do not issue refunds for shipping delays, as these are beyond our control.
Take note if you have placed many orders, you are only eligible for 1 refund under this 60-day guarantee. This is in place to avoid misuse of our terms.
To initiate a refund, please email us at support@heyaure.com and provide your order number and reason for the refund.
Item Return
To be eligible for a return, your item must be in the same condition that you received it, unused, with tags, and in its original packaging. You will also need the proof of purchase. Items sent back to us without first requesting a return will not be accepted.
Exceptions / Non-returnable items
We cannot offer a refund for the following:
- Change of mind
- Sale items or gift cards
- Custom or personalized products
- Personal care items (e.g. beauty products)
- An order that was unable to be delivered if the address was incorrect or incomplete.
Return Shipping Costs
Customers are responsible for the cost of return shipping. We do not cover return postage.
Damages and Issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged, or if you receive the wrong item, so that we can evaluate the issue and make it right. Please email us within 14 days of delivery with the following:
- A clear photo of the item showing the issue.
- A photo of the outer packaging.
- Your order number and full name.
Our team will assess the issue and respond accordingly.
Additional Statements
Do note that we reserve the right to modify the Return & Refund Policy at any time, and it is the responsibility of the customer to review the most recent version of the Return & Refund Policy before purchasing and using our products. By purchasing and continuing to use Aure™ products, customers are indicating their acceptance of this Return & Refund Policy.