Refund policy

Refund Policy

Last updated: October 14, 2026

At AURO LUNA, we want you to feel confident about your order. If there is a concern with your purchase, contact us at support@auroluna.com before taking any further steps. We will review your request and provide clear instructions on how to proceed.

In line with the 60-day money-back guarantee advertised on our website, you have 60 days after receiving your item to request a return or refund. This policy applies to purchases made directly from auroluna.com, including ORIA and NOCTA.

Our voluntary guarantee is separate from any rights you have under applicable consumer law. Mandatory rights and refund deadlines apply even where they differ from this policy.

Returns and Support

Please contact us before sending an item back. Once your request is reviewed, we will provide any required return authorization, the correct return address, and instructions.

Do not send returns to an address printed on your shipping label or to our business address unless we specifically instruct you to do so. Returns sent without instructions may be delayed or misdirected. This authorization process does not remove a statutory right to cancel or return an order.

How to Request a Return or Refund

Email support@auroluna.com with:

Your full name
Your order number
The email address used to place the order
The product and quantity concerned
A description of the issue or reason for your request
Relevant photographs, video, or supporting information, where applicable

The purchaser or their authorized representative should submit the request. We may ask for additional information reasonably necessary to verify the purchase and review the issue.

Supplement Returns and Product Condition

For unopened supplement returns, keep the original packaging and any safety or tamper-evident seals intact. Please tell us whether the product has been opened, used, or damaged when submitting your request.

If your concern relates to ORIA or NOCTA that you have already opened or used, contact us within the 60-day guarantee period so we can review your request. Do not send opened supplements back unless we instruct you to do so. Opened products cannot be placed back into stock or resold.

Keep the product, packaging, and batch or lot information until your request is resolved. A product being opened does not remove your rights concerning faulty, damaged, unsafe, incorrect, or misdescribed goods.

Return Shipping Costs

For voluntary change-of-mind returns, you are responsible for return shipping costs unless we agree otherwise or applicable law requires us to cover them. We recommend a tracked shipping service and retaining proof of postage.

If the return is required because we sent a damaged, defective, or incorrect item, we will provide instructions and cover reasonable return shipping costs where required by law. Do not purchase a return label before receiving our instructions.

Damaged, Defective, Incorrect, or Missing Items

Please inspect your order on arrival and contact us as soon as possible, preferably within 7 days of delivery. This preferred reporting period does not limit your statutory rights.

Include:

Your name and order number
A brief description of the issue
Clear photographs or video of the affected item, where reasonably available
Photographs of the outer packaging and shipping label
The batch, lot, or product code, where applicable

Keep the item and its packaging until we have completed our review. Depending on the circumstances and applicable law, the remedy may be a replacement, partial refund, or full refund. Store credit will only be offered as an option and will not replace a refund you are legally entitled to receive.

Lost or Undelivered Orders

If your order has not arrived within the estimated delivery period, or tracking has not updated for 10 business days, contact us at support@auroluna.com. You may contact us earlier if you have a delivery concern.

We may ask you to confirm your shipping address, check with household members or neighbours, and assist with a carrier investigation. Where an order is confirmed lost, we will arrange an appropriate replacement or refund in accordance with applicable law. A carrier investigation will not override a mandatory right to a timely remedy.

If tracking shows delivery but you cannot locate the package, contact us as soon as possible, preferably within 3 days of the recorded delivery date. This is a preferred reporting period, not a limit on your statutory rights.

Incorrect or Incomplete Addresses

Please provide a complete and accurate delivery address. Contact us immediately if you notice an error. We will try to help, but an address change may not be possible after the order enters processing or has shipped.

If delivery fails because of an incorrect or incomplete address supplied at checkout, we will review the available recovery, redelivery, or return options with you. Additional reasonable costs may apply where disclosed and permitted by law. We will explain any proposed charges or deductions before proceeding.

Order Cancellations and Changes

Contact us as soon as possible if you need to cancel or change an order. Orders may enter processing quickly, so we cannot guarantee that a voluntary cancellation or modification can be made before dispatch.

If your order has already shipped, contact us for return instructions. Processing or dispatch does not remove a statutory cancellation or withdrawal right where one applies.

If we cannot ship within the promised timeframe, we will provide any notice, cancellation option, and refund required by applicable law.

Refused or Unclaimed Deliveries

Please contact us before refusing a delivery. Refusing a package does not automatically notify us of a cancellation or refund request.

If a package is returned because it was refused, left unclaimed, or could not be delivered due to an address error, we will review the circumstances. Documented shipping or recovery costs may be deducted from a voluntary refund only where permitted by law. We will not deduct costs that we are legally required to cover.

Refund Processing

We will notify you of the outcome of your request and, where a return is required, review the returned item or any evidence of return accepted under applicable law.

Approved voluntary refunds will be issued to the original payment method within 14 business days of approval. If applicable law requires a shorter deadline or a different starting point, we will follow that requirement. Your bank, card provider, or payment service may need additional time for the refund to appear in your account.

Refunds reflect the amount actually paid for the item, including applicable discounts and refundable taxes. A partial bundle return will be assessed using the price paid for the affected items, with any allocation explained to you.

Original shipping charges and expedited-delivery fees are generally excluded from voluntary change-of-mind refunds unless we agree otherwise. We will refund standard delivery charges, relevant taxes, and other amounts where required by law or where our error requires it. Duties, taxes, or customs charges paid directly to a carrier or government authority may need to be reclaimed from that organization.

If your return includes free or promotional items, we will explain whether they need to be returned. Any proposed deduction must have been disclosed, be reasonable, and be permitted by law.

If more than 14 business days have passed since we confirmed your voluntary refund, contact us at support@auroluna.com.

Payment Disputes

If you have a concern with your order, please contact us so we can try to resolve it. If a payment dispute is already open, let us know so we can coordinate with the payment provider and avoid duplicate refunds. Nothing in this policy restricts your right to contact your bank or use an available payment-dispute process.

Your Consumer Rights

Nothing in this policy excludes, restricts, or affects your rights under applicable consumer law. Depending on your location, additional rights may apply concerning faulty or misdescribed products, delivery, cancellations, returns, replacements, or refunds.

Where statutory withdrawal rights apply, their notice requirements, deadlines, refund rules, and legally permitted exceptions take precedence over our voluntary return process. If any part of this policy conflicts with a mandatory legal requirement, that requirement will prevail.