Refund policy
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Refund Policy Last updated: April 2026 · AE·ORA
Our promise: If your first order doesn't deliver the results we describe, we'll refund it. If anything arrives damaged, defective, or wrong, we'll replace or refund it at no cost to you. We stand behind every formula we make.
01 — 30-day money-back guarantee
We offer a 30-day money-back guarantee on your first order of any AE·ORA product. If you are not satisfied for any reason, contact us within 30 days of receiving your order and we will process a full refund, no questions asked.
This guarantee applies to first orders only. Subsequent orders are covered by our standard refund policy below.
02 — Damaged, defective, or incorrect items
If your order arrives damaged, defective, or if you receive the wrong product, we will make it right. You must contact us within 30 days of receiving the item. Email team@ae-ora.com with:
- Your order number
- A clear photo of the issue (damaged packaging, defective product, or wrong item)
- A brief description of the problem
Once approved, choose a free replacement (shipped within 3 business days) or a full refund back to your original payment method within 5 to 10 business days.
03 — Lost in transit
If your order has not arrived and is confirmed lost by the carrier, we will send a replacement or issue a full refund. Claims must be submitted within 30 days of the estimated delivery date. We cannot process lost package claims for orders shipped to an address entered incorrectly at checkout.
04 — What is and isn't covered
First order, not satisfied (any reason) — Full refund Damaged or defective product — Replace or refund Wrong item received — Replace or refund Order lost in transit — Replace or refund Subsequent order, opened, not satisfied — Not covered Wrong address provided by customer — Not covered Package refused or rejected at customs — Not covered Unclaimed or undeliverable due to recipient — Not covered Order in production, not yet shipped — Case by case
05 — Cancellations
We can cancel and fully refund your order if it has not yet entered production. Because our products are manufactured on demand, production typically begins within hours of an order being placed. Email team@ae-ora.com as soon as possible with your order number in the subject line.
06 — International orders and customs
International customers are responsible for customs duties, taxes, or import fees charged by their country. These are not included in our prices. If a package is rejected by customs, we are unable to issue a refund. Research your country's import regulations before ordering.
07 — How to request a refund or replacement
Email team@ae-ora.com with:
Subject line: Refund Request, Order #[your order number]
- Your full name and order number
- A description of the issue (and photo if applicable)
- Whether you prefer a replacement or a refund
We aim to respond within 1 business day. Once approved, refunds appear on your original payment method within 5 to 10 business days depending on your bank.
08 — Late or missing refunds
Check your bank account or card statement, it may appear under a different name. Contact your card issuer, as processing times vary by bank. Still nothing after 10 business days? Email us and we'll investigate.
Refund requests and questions: team@ae-ora.com Include your order number for fastest resolution. We aim to respond within 1 business day, Monday to Friday.