Collins

Here at Aura House, we diligently process and ship orders during business days (Monday - Friday, excluding major holidays). Please allow a processing time of 1-2 days, followed by an additional 5-7 days for standard delivery.In the event that your chosen item is temporarily out of stock when you place your order, don't worry. We'll send you an email notification detailing the expected ship date for any backordered items, and we'll ship them out as soon as they become available.For those with subscription items, you can easily manage your shipping details by creating an account, logging in, and visiting the 'Manage Subscription' dashboard. Feel free to pause or adjust shipping dates as needed.Package ProtectionWe’ve partnered with Route—a package protection and tracking solution—to give our customers the best possible delivery experience. Route provides low-cost shipping protection to protect your package in the event that it gets lost, stolen, or damaged while in transit.Route is also a mobile app that allows you to visually track all of your online orders in one place. No need to dig through your email for tracking numbers. Route’s dynamic maps and real-time shipping updates keep you in the loop throughout every part of your delivery. The Route app is available on Android and Apple app stores.If you experienced an issue with your order, please file a claim with Route’s team here.

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Returns must be requested within 60 days of your delivery date for a refund, exchange or store credit.

To start a return, please contact our customer support team via email or chat . Our team will guide you through the process, confirm a few details, and provide next steps. Returns are not initiated automatically and must be approved before being sent back.

Once approved, a return shipping label will be generated and sent to you. In some cases, return shipping fees may apply and will be deducted from your refund. If you choose store credit or an exchange, return shipping fees may be waived.

Outbound shipping fees from the original order are not refundable.

All returns may be subject to review. Our customer service team will promptly reach out if your return needs further review.

Returns Guidelines

•If your diffuser does not work properly after following all troubleshooting steps, we require that all troubleshooting steps be completed with our team before initiating a return. If the diffuser is confirmed defective after troubleshooting, you may be eligible to receive a new unit. Please reference our Diffuser Warranty Policy for more information.

•If returning a diffuser for a refund, a $15 return shipping fee will be deducted from the refund amount.

•Fragrance oils must be unopened to be eligible for return.

•Returns of multiple orders should not be combined and will result in processing delays. If your order was purchased using a gift card, you will be refunded directly back to the gift card.

Items must be returned using the approved return process provided by our team. Items sent back without authorization may not be processed.

•Aura House only accepts returns made for items purchased directly from aurahouse.com. Returns of items purchased through alternative retailers, affiliates, or distributors will not be accepted.

Aura House reserves the right to refuse returns that do not meet the above criteria.

Products marked Final Sale cannot be returned.

Aura House cannot currently create return labels for APO/FPO addresses, as they require customs information for shipping.

Returns made for products purchased as a subscription will not cancel your subscription.

Returns Shipping

Once the label has been created, you will have 5 days to drop it off at your local carrier in order to receive a refund. Please return your items in their original packaging with all accessories and documentation that were included when you received them. Failure to do so may result in refusal of the return.

Return Processing

Once your return is received and inspected, we will notify you if your return is accepted or declined. This process can take up to 7 business days from the date your return tracking shows delivered.

If your return is accepted:

Your refund will be processed to your original method of payment.

A $15 return shipping fee will be deducted from your refund amount, if applicable.

Refunds can take an additional 3–5 business days to appear on your bank statement depending on your financial institution.

If your return is processed for store credit, an Aura House digital gift card will be issued (less any applicable return shipping fees) once your return is in transit back to us. The gift card will be sent to the email used to make the original purchase.

If your return is processed for an exchange, your exchange order will be processed once your return is in transit back to us.

Damaged Items

When your order arrives, please check the box for any damage that may have occurred during shipment. It is normal for the shipping carton to show some wear, however, if your order was damaged during shipment, please reach out to our customer support team at support@aurahouse.com.

Final Sale The following items are non-refundable and cannot be returned for an exchange or store credit:

•Sample packs

•Gift cards

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