Refund policy
We are so confident in the Aurawell LED Mask that we offer a 30-Day Results Guarantee. LED light therapy requires consistency. To be eligible for a refund, you must use the mask for a minimum of 15 minutes per day for 30 consecutive days. You must document your progress by taking a clear, timestamped selfie before your first use, and another at the end of week 4. If after 30 days of consistent use you see absolutely no improvement in your skin, email us your progress photos and we will process your refund.
Our products are quality-checked before shipment. We accept returns only for items that arrive with a manufacturing defect or are damaged in transit.
To submit a defect claim:
- Record an unboxing video. Film continuously from the moment you open the package, showing the box seal, packaging condition, and the item as it appears upon removal — before any handling or use.
- Contact us within 48 hours of delivery at support@shopaurawell.com with your order number, the unboxing video, and a description of the issue.
- Claims submitted after 48 hours of delivery, or without an unboxing video showing the item's condition upon opening, cannot be processed.