Refund policy

Return & Refund Policy

At AUR Hydra Lab, we want you to be fully satisfied with your purchase. Because our products are skincare products applied to the skin, we can only accept returns under the conditions below, for hygiene and safety reasons.

Pre-order cancellation

You may cancel your pre-order at any time before it is shipped and receive a full refund to your original payment method. To cancel, simply email us with your order number.

Returns

You may return an item within 14 days of receiving it, provided that the product is unopened, unused, with its seal intact, and returned in its original gift box and packaging. Opened or used products cannot be returned or refunded, unless they are defective.

How to request a return

Please email aurhydralab@aurhydralab.com with your order number and the reason for your return. We will send you the return address and instructions. Items sent back without first requesting a return will not be accepted.

Return shipping costs

Return shipping costs are the responsibility of the customer, unless the item received is damaged, defective or incorrect. Original shipping fees (including the Brazil flat rate) and any customs duties or import taxes are non-refundable.

Damaged, defective or incorrect items

Please inspect your order upon delivery. If your item arrives damaged, defective, or is not the product you ordered, contact us within 7 days of delivery with your order number and photos of the product and packaging. We will replace the item or issue a full refund, including shipping costs, at no cost to you.

Refunds

Once your return is received and inspected, we will notify you by email. Approved refunds are issued to your original payment method within 10 business days. Depending on your bank, it may take additional time for the refund to appear on your statement.

Exchanges

We only replace items if they are damaged, defective or incorrect.

Contact

Aur Hydra Lab L.L.C-FZ, Meydan Grandstand, 6th floor, Meydan Road, Nad Al Sheba, Dubai, UAE

Email: aurhydralab@aurhydralab.com