Refund policy
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return, except for the Amethyst Infrared Heat Mat and Gemstone Infrared Red Light Therapy Mat. These two products have a 14-day return-request period after delivery, as detailed in the ‘Gemthera Mat Returns’ section below.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
To start a return, contact us at elevate@myauravita.com. Once your return is approved, we will provide you with the return shipping address and instructions.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at elevate@myauravita.com.
Gemthera Mat Returns
Applies only to:
- Amethyst Infrared Heat Mat
- Gemstone Infrared Red Light Therapy Mat
For these two Gemthera mats, the return-request period is 14 days after delivery, replacing our standard 30-day period. Contact elevate@myauravita.com promptly to request authorization. Items must be unused, unworn and undamaged, with tags attached.
Gemthera requires the return within 14 days of the initial notification. AURAVITA will provide return instructions and the applicable deadline. Do not ship an item before receiving authorization.
Please inspect your mat upon delivery and report damage, defects or an incorrect item immediately, preferably within 48 hours, so we can meet the supplier’s five-day claim deadline. Include your order number and photographs where relevant. This request for prompt reporting does not limit applicable rights concerning faulty goods.
Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.
Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and opened or used personal care goods (such as skincare and beauty products). Unopened skincare products in original packaging are eligible for return within 30 days. We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
Refunds
We do not charge a restocking fee. We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at elevate@myauravita.com.