Refund policy

Return & Refund Policy

"Products" in our policies refers to the products listed on AuraKeep.com. AuraKeep.com sells and ships products to end-user customers only. Only products purchased directly from AuraKeep.com can be returned and refunded under our policy. Products purchased through other retailers must be returned in accordance with their respective policies.

Sizing Kits Policy: Sizing kits are considered consumables. As such, they are non-refundable and non-returnable.

Returns

What Is AuraKeep's Return Policy? You can request a return and/or refund within 14 calendar days of the delivery date. To ensure fairness, we categorize returns into two types: "Defective/Error" and "Standard Returns."

1. Defective or Error-Related Returns (We cover shipping) Valid reasons for a free return include:

  • The product has physical defects or hardware damage upon delivery.

  • The delivered product is in a color different from your order.

  • The delivered product significantly differs from the description provided.

2. Standard Returns (Customer covers shipping) If you wish to return the item because of personal preference, including but not limited to:

  • Change of mind.

  • Dissatisfaction with the App interface or software features.

  • Fit/Comfort issues (after using a sizing kit).

  • Bluetooth connectivity issues related to specific phone models/settings (not hardware failure).

Exclusions & Disclaimers (Crucial): Please note that the following conditions are NOT considered "defects" and will be treated as Standard Returns:

  • Software & App Experience: Connectivity issues, App interface preferences, or sporadic Bluetooth synchronization are often related to software environments and are not hardware defects.

  • Data Accuracy: The AuraKeep ring is a consumer lifestyle device, not a medical device. Slight discrepancies in data compared to professional medical equipment are expected and do not qualify the item as "Not as Described."

Return Conditions To be eligible for a refund, please ensure that:

  • The returned product is in resellable condition: unworn, clean, and in its original packaging with all accessories and documents.

  • Returns received with scratches, damage, or without original packaging will be rejected or subject to a restocking fee (deducted from the refund).

Return Process

  1. Submit a return request to our support team at support@aurakeep.com within 14 calendar days of delivery.

  2. If claiming a defect, you must provide clear photos/videos in your initial request.

  3. Once approved, you will have 14 calendar days to send the product back to us.

  4. Note: Please do not return products without prior permission/approval; otherwise, a refund will not be processed.

Return Shipping Costs & Fees

  • For Defective/Wrong Items: AuraKeep will provide a prepaid shipping label or reimburse shipping costs.

  • For Standard Returns: You (the customer) are responsible for paying the return shipping costs. Original shipping fees are non-refundable.

  • Restocking Fee: Returns that are not in their original packaging or show signs of wear may be subject to a restocking fee of up to 20% deducted from the refund.

Exchange Policy

What Is AuraKeep’s Policy for Exchange? If the product is in its original condition but you want to exchange it for a different size or color, please submit a return request for the original item (treated as a Standard Return) and initiate a new order.

  • Note: You are responsible for the return shipping costs of the original item.

Damaged or Lost Packages

What Should I Do if the Product Arrives Damaged? Rarely, rough handling by the courier can physically damage the product.

  1. If possible, check the package before signing.

  2. If damage is found, take photos immediately and contact support@aurakeep.com with your order number and description.

  3. We will verify the case with the courier and arrange a replacement or refund.

What Should I Do if My Package Shows Delivered but Has Not Been Received? Check with neighbors or your building manager first. If still missing, contact the courier using your tracking number. Please provide us with any proof of non-delivery so we can assist you.

Refunds

What Is AuraKeep’s Policy for Refunds?

  • Full Refund: Granted if the product is returned in perfect, original condition or if the return is due to a verified hardware defect.

  • Partial Refund: We reserve the right to deduct value (Restocking Fee) if the item is returned damaged, dirty, missing parts, or without the original box.

Processing Time: Refunds will be processed within 7-14 business days after we receive and inspect the returned product. The money will automatically be applied to your original method of payment. Please note that banks may take additional time to post the transaction.

Late or Missing Refunds: If you haven’t received a refund within 10 business days of our confirmation email, please contact your credit card company and bank. If you still have issues, contact us at support@aurakeep.com.

Can I Cancel My Paid Order? You may cancel an order for a full refund before the product is packaged and shipped. Once the shipping label is created, the order cannot be canceled and must go through the Standard Return process.