Refund policy
At tryAurae, we stand behind our product. If you're not satisfied, we want to make it right — fairly, and without unnecessary friction for either side. Please read this policy carefully before making a purchase, as it outlines your rights and our process.
Our 90-Day Guarantee
We offer a 90-day money-back guarantee on your first order of any tryAurae product. If you're not satisfied with your results within 90 days of your purchase date, you may request a refund by following the process outlined below.
Important conditions:
- The guarantee applies to your first order only. Subsequent orders are not covered under the money-back guarantee.
- Used product is accepted. You do not need to return a full or unopened bottle.
- The product must be shipped back to us at your expense before a refund is issued.
- Refund requests must be initiated within 90 days of your original purchase date — not your delivery date.
- The return shipping address will be provided upon approval of your return request. Do not ship product back without first receiving approval and instructions from our team. Items returned without prior authorization will not be accepted and will not be eligible for a refund.
How to Request a Refund
- Contact our support team at info@tryaurae.com with your order number, full name, and reason for your request.
- Our team will review your request and respond within 24–48 hours.
- If approved, you will receive a confirmation email with the return address and shipping instructions.
- Ship the product back at your own expense using a trackable shipping method. We recommend keeping your tracking number.
- Once we receive and inspect the returned item, we will process your refund within 10 business days to your original payment method.
Please note it may take additional time for your bank or credit card company to post the refund after it has been processed on our end.
Subscriptions
Cancellations
You may cancel your subscription at any time by contacting us at info@tryaurae.com. To avoid being charged for an upcoming renewal, your cancellation request must be submitted before your next billing date. Cancellation requests received after a billing cycle has already processed will not be refunded for that cycle — you will, however, retain access to the product for that period.
Subscription Refunds
The 90-day money-back guarantee applies to one-time purchases and first subscription orders only. Ongoing subscription renewals are not covered by the money-back guarantee. If you have a concern about a renewal charge, please contact us and we will do our best to assist on a case-by-case basis.
Free Trials
If your subscription began with a free trial, you must cancel before the trial period ends to avoid being charged. Charges incurred after a trial period ends will not be refunded.
Damaged or Incorrect Items
Please inspect your order upon delivery. If you receive a damaged, defective, or incorrect item, contact us at info@tryaurae.com within 7 days of delivery and include the following:
- Your order number
- Full name
- A description of the issue
- A photo or video of the item
We will evaluate each case individually and, at our discretion, issue a replacement or refund. We reserve the right to determine the appropriate resolution based on the nature of the issue and the evidence provided.
Non-Refundable Items & Situations
The following are not eligible for a refund under any circumstances:
- Orders beyond the 90-day guarantee window
- Any order beyond the first order per customer
- Subscription renewals after the initial order
- Subscriptions canceled after the billing date for that cycle has already processed
- Free trial periods where cancellation was not submitted prior to the trial end date
- Items not returned to us per our approved return process
- Items returned without prior authorization
Chargebacks & Disputes
We take customer concerns seriously and are committed to resolving any issue fairly. If you have a problem with your order, we ask that you contact us first at info@tryaurae.com before initiating a chargeback or payment dispute with your bank or credit card company.
Customers who initiate a chargeback without first contacting tryAurae to attempt resolution will be automatically disqualified from our refund and guarantee program, both for the disputed order and any future orders. We actively respond to all chargeback disputes and reserve the right to provide evidence of delivery, communication history, and this policy to the relevant financial institution.
We believe disputes can almost always be resolved directly and quickly. Please give us the opportunity to make it right before escalating.
Late or Missing Refunds
If you have not received your refund after it has been approved and 10 business days have passed:
- Check your bank account again — sometimes refunds appear without a separate notification.
- Contact your credit card company, as posting times vary.
- Contact your bank directly.
If you have done all of the above and still have not received your refund, contact us at info@tryaurae.com.
Order Cancellations
Cancellation requests must be submitted within 4 hours of placing your order. To request a cancellation within this window, email us immediately at info@tryaurae.com with your order number and reason for cancellation.
After 4 hours, we cannot guarantee that your order can be stopped before it is fulfilled and shipped. If your order has already been processed or shipped by the time we receive your request, the cancellation will not be possible — you will need to follow the return process outlined above to receive a refund once the product is in your possession.
Please note that original shipping charges are non-refundable in all cases, including approved cancellations, returns, and refunds under the 90-day guarantee. Only the product purchase price will be refunded.
Policy Updates
We reserve the right to modify this policy at any time. Any changes will be posted on this page and will apply to purchases made after the updated date. Your continued use of our store constitutes acceptance of the current policy.
Contact Us
For any return, refund, or cancellation questions:
Email: info@tryaurae.com
tryAurae LLC
info@tryaurae.com
