Refund policy
At Aurora Hair Lab, we want you to love your purchase. If you're not completely satisfied, you may return eligible items within 14 days of delivery. A 15% restocking fee will be deducted from your refund.
How to Start a Return
To initiate a return, please contact us at info@aurorahairlab.com with your order number and reason for return. Items must be returned in their original condition—unused, unworn, with all tags attached, and in original packaging. Please include your receipt or proof of purchase.
Return Shipping Address:
Aurora Hair Lab
1 E Broad St, Ste 130-1224
Bethlehem, PA 18018
Please note: Items sent without prior authorization will not be accepted.
Damages & Defects
Please inspect your order immediately upon delivery. If you receive a damaged, defective, or incorrect item, contact us right away at info@aurorahairlab.com so we can make it right.
Non-Returnable Items
For health and safety reasons, we cannot accept returns on opened personal care products or beauty items. We also cannot accept returns on sale items, gift cards, perishable goods, or custom/personalized orders. Please reach out if you have questions about your specific item.
Exchanges
To ensure you receive your desired product quickly, we recommend returning your original item for a refund and placing a new order separately.
EU & European Economic Area (EEA) Customers — Your Rights
If you are located in the European Union or European Economic Area, you have the right to withdraw from your purchase within 14 days of receiving your order, without giving any reason.
How to exercise your right of withdrawal: Contact us within 14 days of delivery at info@aurorahairlab.com with your order number and a clear statement that you wish to return your order.
Return conditions:
- Items must be returned within 14 days of notifying us of your withdrawal
- Products must be unused, unopened, and in their original packaging
- Return shipping costs are the responsibility of the customer unless the item is defective or incorrect
Refunds: Once we receive and inspect your return, we will process your refund within 14 days using the same payment method used for the original purchase.
Exceptions: The right of withdrawal does not apply to opened personal care or hygiene products (including hair care products that have been unsealed after delivery).
Refund Processing
Once we receive and inspect your return, we'll notify you of approval status via email. Approved refunds, less a 15% restocking fee, will be processed to your original payment method within 10 business days. Please allow additional time for your bank or credit card company to post the refund.
If you haven't received your refund within 15 business days of our approval, please contact us at info@aurorahairlab.com.