Refund Policy

Returns, refunds and exchanges policies and common questions:

WHERE CAN WE REACH YOU?

Our CS team is always available and will respond within 24 hours. Reach them at:

  • Email: hello@auures.com

To expedite the process through email, please make sure to clearly state your order number, your issue/concern, your email (and first and last name) when you made the purchase. We will get back to you within 24 hours.
Please also be aware that some companies pose as auures. If you have ordered some items and we can’t locate the order ID in our system, it’s most likely ordered from a company pretending to be auures.

AM I ELIGIBLE TO RETURN THE PRODUCTS?

  • You have a 14-day return period, starting from the date you received the product.
  • Only products that are unopened, unused, and in their original, complete packaging are eligible for returns.
  • Products that do not suit your specific skin type, condition, or other individual factors are not eligible for a refund.

If you meet these criteria, please follow our return instructions to proceed with your return.

  • Email us here: hello@auures.com
  • Please enter your order number and your email with which you made the purchase
  • Explain why you want to return the product and which product you want to return
  • We will contact you within 12 hours
  • Once your request has been approved, you will get a confirmation email with shipping guidelines

I RECEIVED A DAMAGED ITEM. WHAT SHALL I DO?

If the purchased product is damaged, reach out to us thru email within 7 days after the delivery date. Please provide a brief description and video/picture of the damaged product. We will immediately issue a replacement. To expedite the process, please make sure to follow this format when emailing our Customer Support team:

Subject line: Damaged or Defective product

  • Order No.:
  • Full name:
  • Description and photo or preferably a video of the defective product
  • Contact email address

WHO IS RESPONSABLE FOR COVERING RETURN COST?

Buyer Responsibility: The buyer is responsible for covering the return shipping cost and sending the item back to us. No matter if the item was damaged in transit or did not work. Please use a trackable shipping method, as we are not responsible for items lost in transit.

WHAT ITEMS ARE NON-REFUNDABLE?

  • Shipping Fees (if applicable)
  • Expedited Processing Fees
  • Consumable items, such as sticky pads, serums, gels, creams or makeup or similar products

NB. (If the product that qualifies for a return e.g , was shipped together with consumable products such as gel, serum, or sticky pads, a return is not possible, as we consider the return too partial. For any clarification you can write to us by email: hello@auures.com

HOW DO I SHIP BACK THE ITEMS?

For instructions on how to ship the returned products, refer to the email received after placing the return request. *Note: Customers are responsible for shipping their returns back, we do not provide return labels. Please also do not return the product without prior consultation with our team.

HOW SOON WILL I GET MY REFUND?

As soon as you returned the product and was inspected by our team, we will send an email about the approval or rejection of your refund request. Items must be in good working condition, and all the manuals and other accessories are included there in.

We will refund the full product price less the value of any discount, and shipping charges.

LATE OR MISSING REFUNDS

If you have not yet received a refund, please follow these steps to resolve the issue:

1. Double-check your bank account to ensure that the refund has not been credited yet.
2. Contact your credit card company as it may take some time for the refund to be officially posted.
3. Reach out to your bank as there is usually a processing period before the refund is posted.

If you have completed these steps and still haven't received your refund, please feel free to contact us at hello@auures.com

WE RESERVE THE RIGHT TO MODIFY THIS RETURN POLICY AT ANY TIME.

Thank you for choosing auures.com We appreciate your business and look forward to helping you manage your pain and improve your quality of life.

Have questions?

Don’t hesitate to email us at hello@auures.com We are here to help :-).