Refund policy

Your satisfaction is important to us. If something isn’t right with your order, we’re here to help. Please review our return policy below:

•    Eligibility for Returns: We accept returns on unopened, unused products in their original packaging, within 30 days of delivery. If 30 days have gone by since you received the item, we unfortunately cannot offer a return or refund under our standard policy. All returned items must be in original resale condition (sealed, with labels and packaging intact).

•    Opened or Used Products: Due to health and safety regulations, opened or used supplements cannot be returned. We appreciate your understanding that we cannot resell opened products, so we cannot offer refunds on items that have been unsealed or partially used. If you have concerns or questions about a product, please reach out to us – we’re happy to help you find a solution.

•    How to Initiate a Return: To start a return, please contact our Customer Support at support@ayuaura.com (or call us at 562-215-4455). Provide your order number and the item(s) you wish to return. Our team will confirm your return eligibility and provide instructions, including a return merchandise authorization (RMA) number and the return shipping address. Please do not send products back without contacting us first, as we need to ensure your return can be properly tracked and processed.

•    Return Shipping Costs: If you are returning an item because you changed your mind or ordered the wrong product, you will be responsible for the return shipping cost. We can provide a prepaid shipping label upon request, and the cost of that return label (if used) will be deducted from your refund. Original shipping fees are non-refundable (if any were charged on the order).

•    Refund Process: Once we receive your returned item and verify its condition, we will process your refund. Approved returns will be refunded in the original form of payment (minus any applicable fees such as return shipping or restocking, if applicable). Please allow 5–7 business days after we receive your return for the refund to appear on your credit card or bank statement. We’ll send you a confirmation email when your refund has been issued.

•    Restocking Fee Policy: In most cases, we do not charge a restocking fee for returns that meet the above conditions. However, returns that fall outside our standard 30-day policy are subject to approval at our discretion. In rare cases where a return is authorized beyond 30 days of delivery, a restocking fee (typically 20% of the product price) may apply. We will communicate this to you during the return authorization process if it’s relevant. Returns received beyond 60 days of the original delivery cannot be accepted.

•    Damaged or Incorrect Items: If you received an item that was damaged, defective, or not what you ordered, please notify us within 7 days of delivery. We will make it right by offering you a replacement shipment or a full refund at no extra cost. You may be asked to send a photo of the damage or the incorrect item for our records. There is no cost to you for returning a damaged/incorrect item – we’ll provide a return label if we need the item back, or advise you on proper disposal if necessary.

•    Exchanges: At this time, we do not offer direct product exchanges. If you wish to exchange a product, you can return the unopened item per the policy above for a refund, and then place a new order for the item you prefer.

•    Additional Notes:

o    Bulk Returns: We reserve the right to limit returns on unusually large quantities. If you purchased multiples of the same item in bulk, our standard policy covers up to a reasonable quantity. Large returns may incur a restocking fee or be refused in certain cases to prevent abuse of the policy (we will communicate with you if such a situation arises).

o    Return Address: We will provide the proper return address and instructions when you contact us for a return. Please use the original packaging (or equivalent secure packaging) to send the item back to us. We recommend using a trackable shipping service for your return to ensure it reaches us.

o    Questions: If you have any questions about whether your item qualifies for a return, or about how to return an item, please contact us. We’re here to help and want to ensure the process is as easy as possible for you.

Our goal is to make sure you are completely satisfied with your Ayuaura purchase. By adhering to the above guidelines, we can process returns smoothly and continue to offer great service to all our customers. Thank you for your understanding!