Refund policy

Refund & Return Policy — Aureo Beauty

Last updated: August 28, 2026

We want you to love your Aureo Beauty device. Please read this policy carefully before requesting a return, as terms vary depending on the reason for your request.

1. Right of Withdrawal (EU & UK Customers)

If you are a consumer located in the European Union or the United Kingdom, you have the legal right to withdraw from your purchase within 14 calendar days from the day you (or a third party you designate) receive the goods, without giving any reason.

To exercise this right, you must inform us of your decision by emailing asistenciadivise@gmail.com with your order number before the 14-day period expires.

Important conditions:

  • The item must be returned unused, undamaged, and — where applicable — with its hygiene seal intact. Devices such as EMS masks or any product that comes into direct contact with skin are hygiene-sealed for health protection reasons; once the seal is broken or removed, the item can no longer be withdrawn under this right, in line with standard EU/UK consumer protection exemptions for health and hygiene goods.
  • You are responsible for the cost of returning the item to our return address, which will be provided once your withdrawal request is confirmed.
  • Once we receive the returned item and confirm it meets the conditions above, we will refund the full purchase price (excluding original shipping costs) within 14 days, using the same payment method you used to order.
  • If the returned item shows signs of use beyond what is necessary to check its nature and functioning, we reserve the right to deduct a value-reduction amount from your refund.

2. Returns for US Customers

We want you to be satisfied with your purchase. For orders shipped within the United States:

  • You may request a return within 14 days of delivery, provided the item is unused, in its original packaging, and — for hygiene-sealed products — unopened.
  • Return shipping costs are the customer's responsibility unless the return is due to a quality issue (see Section 3).
  • Refunds are issued to the original payment method once the returned item is received and inspected.

3. Quality Issues, Defects & Damaged Items (All Regions)

If your item arrives defective, damaged, or doesn't match its description, you don't need to ship anything back. Instead:

  1. Contact us at asistenciadivise@gmail.com within 14 days of delivery.
  2. Include your order number, a description of the issue, and clear photos or a short video showing the defect.
  3. Once verified, we will offer you either:
    • A free replacement, or
    • A full refund,
    at our discretion, without requiring you to return the original item — this avoids costly and often impractical international return shipping.

We reserve the right to request additional information or evidence before approving a replacement or refund for quality issues.

4. Non-Returnable Items

For hygiene and safety reasons, the following cannot be returned once opened or used:

  • EMS facial masks and any device making direct skin contact, once the protective/hygiene seal has been broken
  • Any item marked "Final Sale" at checkout

This does not affect your right to a replacement or refund under Section 3 if the item is defective.

5. Order Cancellations

You may cancel your order free of charge before it has shipped. Once an order has shipped, it is subject to the return terms above.

6. Late or Missing Refunds

If you haven't received your refund within 14 business days of approval, please check with your bank or card provider first, as processing times vary. If you still haven't received it, contact us at asistenciadivise@gmail.com.

7. Contact

Questions about a return or refund? Email us at asistenciadivise@gmail.com — we're happy to help.

This policy does not affect your statutory consumer rights under applicable law in your country of residence.