Refund policy

Refund & Return Policy

At LUXEAURA, we are dedicated to engineering clinical-grade aesthetic instruments that deliver real, visible results. We hold our technology to strict clinical and manufacturing standards and offer both standard return protections and a dedicated 60-Day Trial Guarantee.

1. 60-Day Clinical Trial Guarantee

Biological cellular restructuring, collagen renewal, and follicle inhibition take time. Because optimal results require consistent application over a standard dermal turnover cycle, our 60-Day Guarantee operates under the following clinical terms:

  • Minimum 30-Day Protocol: To ensure the device has had sufficient time to take effect, claim requests cannot be initiated within the first 30 days of receipt.

  • Claim Window: Eligible claims must be submitted between Day 31 and Day 60 from the tracked delivery date.

  • Routine Verification: To validate clinical non-responsiveness, clients must provide date-stamped baseline photos taken on Day 1 and Day 30 under standard lighting conditions, along with details regarding the routine and frequency used.

  • Complete Hardware Return: The instrument must be returned in its original aesthetic box with all original accessories, charging docks/cables, protective covers, and manuals intact.

2. Standard 30-Day Unopened Returns

If you change your mind prior to opening or using the instrument:

  • Unopened, sealed, and unused products in their original factory plastic wrap/seal may be returned within 30 days of delivery.

  • Due to hygiene, sanitation, and safety regulations governing personal aesthetic and bio-phototherapy devices, any opened or handled device outside of an authorized 60-Day Guarantee claim cannot be accepted for a standard refund.

3. Return Logistics & Costs

  • Return Authorizations (RMA): All returns must have an approved Return Merchandise Authorization (RMA) number issued by our concierge team before dispatch. Unsolicited packages sent without an RMA number will be rejected at the inspection depot.

  • Shipping Fees: Return postage and tracking costs are the sole responsibility of the customer. We strongly advise utilizing an insured, tracked courier service, as LUXEAURA cannot take responsibility for items lost or damaged in return transit.

  • Original Shipping: Original priority or express shipping fees (if applicable) are non-refundable.

4. 1-Year Device Warranty & Transit Damage

  • Defects: Every LUXEAURA device includes a 1-year limited manufacturer warranty covering operational defects, battery failures, and electrical faults. This excludes accidental drop damage, submersion, or misuse.

  • Transit Damage: If your device arrives damaged or missing components, notify us within 48 hours of delivery with clear photographs of the exterior carton, damaged device, and shipping label for an immediate priority replacement.

5. Refund Processing

  • Once your return package arrives at our regional inspection depot, our technical team will inspect the device for serial number verification, hygiene clearance, and accessory completion within 5 business days.

  • Approved refunds are credited directly back to the original method of payment (credit card, debit card, or PayPal).

  • Banking institutions typically require 5 to 10 business days to post the credit to your statement.

6. Initiating a Claim

To begin an inquiry under our standard policy or 60-Day Guarantee, please contact our concierge team:

  • Email: support@luxeaura.com

  • Required Details: Full Name, Order Number (e.g., #LX1001), Device Model, and Reason for Claim.