Refund & Return Policy

Return window

Stocked accessories may be returned for a full refund within 30 days of delivery, provided they are unused and in original packaging.

Non-returnable items

Custom-built and made-to-order systems — including most saunas, hyperbaric chambers, and configured cold plunge tubs — are non-returnable once production has started. These items are covered by the manufacturer's own warranty, which ships with the unit.

How to start a return

1. Email returns@aurawellnesshq.com with your order number and reason for return.
2. We issue a Return Merchandise Authorization (RMA) within 1 business day.
3. Pack the item in its original packaging and ship to the address on the RMA.

Return shipping cost

For returns due to a defect, damage, or our error, Aura Wellness HQ pays return shipping and no restocking fee applies.

For change-of-mind returns, the buyer is responsible for all return shipping costs, including heavy freight and lift-gate charges, and a 15% restocking fee is deducted from the refund. Freight quotes are provided with your RMA before you ship.

Original condition checklist

To qualify for a full refund, returned items must be:

• Unused, with no signs of installation, water exposure, or assembly
• In the original packaging, including foam inserts and protective films
• Complete — all accessories, manuals, cables, fittings, and free gifts included
• Free of pet hair, smoke odor, and aftermarket modifications

Items received outside these conditions are eligible for a partial refund proportional to the diminished resale value, assessed on receipt.

Refund method

Refunds are issued to the original payment method. Returns of items received as a gift are refunded as store credit to the gift recipient. Financing refunds (Affirm, Klarna, Bread Pay) are processed back to the lender, which adjusts the loan balance and any accrued interest per their terms.

Before requesting a chargeback

If something has gone wrong with your order, please contact support@aurawellnesshq.com before initiating a chargeback with your bank. We resolve the vast majority of issues within one business day. Initiating a chargeback while we are actively working a claim freezes the refund and delays resolution.

Refund timeline

Once we receive and inspect the returned item, we issue a refund to the original payment method within 5–10 business days. Your bank may take an additional 3–5 business days to post the credit.

Damaged or defective items

If your item arrives damaged or develops a defect within the warranty period, contact support@aurawellnesshq.com with photos. We will arrange a replacement or in-home service at no cost to you.

Cancellations

Orders for stocked items can be cancelled for a full refund any time before they ship. Made-to-order systems may be cancelled within 48 hours of order confirmation; after production begins, deposits are non-refundable.

Contact

Aura Wellness HQ LLC · returns@aurawellnesshq.com · (254) 351-3844

Returns address

After receiving an RMA, ship returns to:
Aura Wellness HQ LLC
c/o Returns Dept.
159 N Wolcott St 415, Casper, WY 82001, US