Refund policy

AURÉA — Refund & Return Policy

Effective date: May 23, 2026

We stand behind the AURÉA Glow Mask. If it doesn't work for you, you have 30 days to send it back for a full refund — no questions asked.

30-day money-back guarantee

You have 30 days from the delivery date to request a return for a refund. After 30 days, returns are no longer accepted.

What's eligible

  • Unused, gently used, or used products in their original packaging
  • All accessories included in the original order (controller, eye shields, headband, USB-C cable, storage pouch)
  • The product must be in working condition (i.e., not physically damaged by the customer)

What's not eligible

  • Products returned after 30 days from delivery
  • Products that have been physically damaged (cracked silicone, snapped cable, water damage to the controller)
  • Products returned without the original accessories
  • Gift cards
  • Final-sale items, if any (currently none — all AURÉA orders qualify)

How to request a return

  1. Email us at marqueestudiosnj@gmail.com within 30 days of delivery with the subject line "Return request — Order #XXXXX"
  2. Include your order number and a brief reason for the return (helps us improve the product — but you're not required to give one)
  3. We'll reply within 24 hours with a prepaid return shipping label (US only) or instructions for international returns

Return shipping

  • United States: Return shipping is free. We email you a prepaid USPS label.
  • International: Return shipping is paid by the customer. We recommend using a tracked shipping service — we are not responsible for returns lost in transit.

Damaged or defective on arrival

If your AURÉA arrives damaged or doesn't power on out of the box, contact us within 48 hours of delivery at marqueestudiosnj@gmail.com with photos of:

  • The product
  • The packaging it arrived in
  • Any visible damage to the shipping box

We'll send a replacement immediately at no cost — you do not need to return the damaged item unless we specifically ask.

Refund timeline

Once we receive your return at our warehouse:

  1. Inspection — within 2 business days, we'll inspect the returned product to confirm it's in the condition described
  2. Refund issued — within 1 business day of inspection passing, we issue the refund to your original payment method
  3. Bank processing — refunds typically appear in your account within 5–10 business days after we issue them (varies by bank and card issuer)

Total: most refunds complete within 7–12 business days from when we receive your return.

Partial refunds

In rare cases, we may issue a partial refund if:

  • The product is returned with missing accessories (we deduct the replacement cost of the missing items)
  • The product shows damage clearly inflicted after delivery (not from shipping)

We will always email you to explain and confirm before issuing a partial refund instead of a full refund.

Exchanges

We don't currently offer direct exchanges. If you'd like a different color or configuration (when available in future), we recommend:

  1. Initiating a return for your current order
  2. Placing a new order for the replacement
  3. We'll refund the original purchase as soon as the return arrives

This is the fastest path — exchanges add 7–10 days to the process.

Late or missing refunds

If you haven't received your refund within 12 business days of our confirmation email:

  1. Check your bank account again (refunds occasionally post overnight)
  2. Contact your credit card company — there's often a 3–5 day pending period before refunds appear
  3. Contact your bank to confirm there are no holds
  4. If still missing after step 3, email marqueestudiosnj@gmail.com with your order number and we'll trace it with our payment processor

Order cancellations

If you need to cancel an order:

  • Before shipment: email us within 4 hours of placing the order and we can cancel and issue a full refund immediately
  • After shipment: we can't cancel a shipped order. Wait for it to arrive, then initiate a standard 30-day return

Lost or stolen packages

If tracking shows delivered but you can't find your package:

  1. Check with neighbors, building staff, and around your property (delivery photos can be wrong)
  2. Wait 48 hours — packages occasionally arrive a day late despite tracking
  3. Contact us at marqueestudiosnj@gmail.com with your order number — we'll file a claim with the carrier and work with you on next steps

For confirmed lost-in-transit packages (carrier-confirmed, not delivered), we will replace the order at no cost or issue a full refund — your choice.

Contact

For any return, refund, or warranty question:

  • Email: marqueestudiosnj@gmail.com
  • We reply within 24 hours, Monday–Friday
  • Please include your order number in the subject line so we can find your order quickly

This policy applies to all AURÉA Glow Mask orders placed on https://thikrv-mx.myshopify.com on or after the effective date above. We may update this policy from time to time — the version current at the time of your order applies to that order. For questions about a specific past order, contact us with your order number.