Refund policy

Returns & Refunds Policy

This policy applies exclusively to purchases made by consumer customers (B2C) on our online store AURALUNA. It does not apply to resellers or purchases for professional use.

If for any reason you are not completely satisfied with your purchase, we will be happy to assist you in accordance with the conditions below.

1. THE AURALUNA 90-DAY MONEY-BACK GUARANTEE (Risk-Free Trial)

Applicable to all Auraluna treatment products.

We believe in the efficacy of our products so much that we assume all the risk. Unlike standard returns, our 90-Day Guarantee allows you to open, use, and test the product to see if it works for you.

  • How it works: If you use any Auraluna product consistently for 90 days and do not see the results you expected, we will issue a full refund of the product price.

  • No Return Needed: For hygiene and safety reasons, we do NOT require you to ship back used soaps, open bottles, or used accessories. You do not have to pay for return shipping on used items under this guarantee.

  • How to claim: Simply email us at info@auralunaofficial.com between day 90 and day 100 from delivery with your order number and a brief note on why the product didn't meet your expectations.


2. Standard Returns (Unused / Change of Mind)

This section applies if you simply changed your mind and wish to return an item before opening or using it.

Fees and eligibility For standard returns (where the product is unused):

  • We do not charge any handling fee.

  • Return shipping costs are the responsibility of the customer (carrier of your choice).

  • This policy applies only to products that are: intact, not used, sealed, and undamaged.

Return window You can request a standard return within 14 days from the delivery date of your order. If your order includes multiple shipments, the period starts from the date of the last delivery. Once your return request has been approved, the package must be shipped within 7 days.


3. Exclusions

Returns (and refunds) are not accepted for:

  • Items that are opened, used, or clearly show signs of use (Unless you are claiming the 90-Day Money-Back Guarantee described in Section 1);

  • Products damaged or altered by the customer;

  • Customized or made-to-measure items;

  • Products purchased on pre-order where it is clearly specified that they are non-refundable.


4. Condition of returned products (For Standard Returns)

To be eligible for a standard refund (change of mind), the product must be:

  • in the same condition in which you received it: intact, unused, clean, and free of signs of wear or tampering;

  • complete with original packaging, box/bag, labels, and tags (inside and outside);

  • accompanied by all accessories, manuals, and any free gifts.

Note: The original shipping costs (if any) are non-refundable.


5. How to request a return

To request a return, please contact us at: 📧 info@auralunaofficial.com

Include the following in your e-mail:

  • Order number.

  • First and last name.

  • Item(s) you wish to return.

  • Reason for the return (e.g., "30-Day Guarantee Claim" or "Standard Return/Unused").

  • Clear photos of the product if there is a defect or nonconformity.

After reviewing your request, we will send you an e-mail with the Return Authorization (RMA) and the correct shipping address (do not ship to the address on the label).


6. Damaged or nonconforming goods

If you receive a damaged or nonconforming product, please contact us within 48 hours from delivery at info@auralunaofficial.com providing photos of the packaging and the damaged item. We will offer a replacement or refund immediately.


7. Return shipping (paid by the customer)

For standard returns (change of mind), return shipping is at the customer’s expense. We strongly recommend that you:

  • use a trackable shipping service;

  • properly protect the item with sturdy external packaging. The goods travel at the sender’s risk until we receive them.


8. Refund timing and method

Once your return has been received (or your 30-Day Guarantee claim approved):

  • we process the refund within 2–3 business days;

  • the actual credit to your payment method may take 2–7 business days, depending on your bank.

  • Refund method: We will refund to the same payment method used for the order (Credit Card, PayPal, Klarna, etc.).


9. Order cancellation

Orders can only be canceled if their status is still “not processed / not shipped”. If you wish to cancel, contact us immediately at info@auralunaofficial.com. If the order has already been processed, you may proceed with a standard return after delivery.


10. Support

For any questions regarding returns, refunds, or exchanges, you can contact us at: AURALUNA – Auraluna Co. Ltd
📧 E-mail: info@auralunaofficial.com