Refund policy

1. Return & Refund Policy

At Auragenix, we want you to feel completely confident in your purchase. If you're not fully satisfied, we're here to help.

Return window

We offer a 30-day return policy. You have 30 days from the date your order is delivered to request a return.

Conditions for return

To be eligible for a return, your item must be in the same condition you received it — unused, undamaged, and with all protective materials intact; returned in its original packaging, including all accessories, adapters, cables, and inserts; and accompanied by proof of purchase (order number or order confirmation email).

For hygiene and safety reasons, the following cannot be returned once opened or used: Bio-Collagen Overnight Masks and any single-use or consumable skincare items, and items marked as final sale. Devices that have been used may be assessed on a case-by-case basis or handled under our Warranty Policy (see below).

How to start a return

Email us at support@auragenix.store with your order number and the reason for your return. Our team will review your request within 1–2 business days and, if approved, provide return instructions. Please do not send items back before receiving return authorization — returns sent without prior approval may not be processed.

Return shipping

Customers are responsible for return shipping costs unless the item arrived faulty, damaged, or incorrect. We recommend using a tracked shipping method, as we cannot be responsible for items lost in return transit.

Refunds

Once we receive and inspect your return, we'll notify you of the approval status. Approved refunds are issued to your original payment method within 5–10 business days. Depending on your bank or card issuer, it may take additional time for the refund to appear. Original shipping charges (if any) are non-refundable.

Damaged, defective, or incorrect items

If your order arrives damaged, defective, or incorrect, contact us within 5 days of delivery at support@auragenix.store. Please include your order number and clear photos or a short video of the issue and the packaging. We'll arrange a replacement or refund at no cost to you.

Order changes & cancellations

Because we process orders quickly, we can only edit or cancel an order within 12 hours of it being placed. After that, the order may already be in fulfillment and cannot be changed.