Returns
CUSTOMER POLICY
Returns
Every order is protected against damage in transit.
Damage Protection Policy
Every order is protected against damage in transit. If your product arrives damaged, we’ll send a one-time replacement. All damage claims must include photo evidence and are subject to review. One replacement per customer per order.
How Returns Work
Document the Damage
Take clear photos of the damaged product and packaging as soon as it arrives. This evidence is required for all damage claims.
Contact Us
Email hello@auralux-usa.com with your order number and photos of the damage. We’ll respond within 24 hours.
Get Your Replacement
Once we verify the damage, we’ll ship a one-time replacement at no cost to you. All claims are subject to review.
✓ Eligible for Return
- Products damaged during shipping (with photo evidence)
- Defective products that don’t meet purity standards
- Incorrect items received
✗ Not Eligible for Return
- Reconstituted or opened products
- Damage claims without photo evidence
- Products improperly stored after delivery
- Products without proof of purchase
Replacement Timeline
Damage claim submitted with photos
Day 1
Claim reviewed & verified
1–2 business days
Replacement shipped
Within 24 hours of approval
Received a Damaged or Defective Product?
Photo evidence is required and all claims are subject to review.
One replacement per customer per order.
Important Disclaimer
- All products are sold strictly for research purposes. Auralux is not responsible for any misuse, improper storage, or reconstitution of products.
- Replacements are offered as a courtesy for verified transit damage only. We do not offer refunds for change of mind, dissatisfaction, or any reason other than documented damage.
- Excessive or suspicious claims may result in account review and denial of future replacements.
- By placing an order, you acknowledge and agree to this policy.