Our policy lasts 30 days from the date your package is confirmed as delivered by the carrier. If 30 days have passed since delivery, we unfortunately cannot offer you a refund. We do not offer product exchanges. If you require a different item, please return your order for a refund and place a new order.
If your item arrives damaged, defective, or if you received the wrong item, please contact us within 7 days of delivery at support@aurazen-care.com.
Requirements: You must provide your order number and clear photographic or video evidence showing the defect or the incorrect item.
Resolution: After our team verifies the issue, we will offer you a full refund or a free replacement. You are not required to return the damaged item if we deem it unnecessary.
Once an order has been processed and shipped from our fulfillment center, it cannot be canceled or intercepted while in transit. If you no longer wish to keep the item, you must wait for it to be delivered and refer to our return guidelines below.
We operate a direct-to-customer model from our international fulfillment centers. Because of the high international shipping costs, we do not accept returns simply due to a “change of mind” or if the customer no longer needs the item. Please ensure you review your order carefully before completing your purchase.
Once a refund is approved, it will be processed, and a credit will automatically be applied to your original payment method within 10–14 business days. Please note that banks may take additional time to process this transaction.
To start a claim, contact us at support@aurazen-care.com.
Important: Please do not send any items back without contacting us first. All returns must be authorized by our support team in advance. If a return is authorized, we will provide you with the specific Return Warehouse Address and an RMA (Return Authorization Code). Please note that all return shipping costs are the sole responsibility of the customer. If you send an item to an unauthorized address or without prior authorization, we will not be able to process your refund, and you will remain responsible for all associated shipping costs.
For any questions, please contact us:
AURAZEN (operated by SAGROS Vladimir Adamovich)
Email: support@aurazen-care.com
Address: ul. Księdza Ignacego Skorupki 14, 05-270 Marki, Poland
