Returns

Effective Date: February 26, 2026
Last Updated: September 29, 2026

At Aura Pouches, we want you to feel confident when placing an order with us. This Refund & Return Policy explains our satisfaction guarantee, refunds, subscription cancellations, damaged orders, and other order-related matters.

If you have any questions, please contact us at help@aurapouches.co.

60-Day Satisfaction Guarantee

We want you to feel confident trying Aura Pouches.

If you are a first-time customer and your first eligible Aura Pouches purchase is not the right fit for you, contact us within 60 days of delivery and we will review your claim under our 60-Day Satisfaction Guarantee.

Eligibility

To qualify for the 60-Day Satisfaction Guarantee:

• The claim must relate to your first eligible one-time Aura Pouches purchase.
• Your request must be submitted within 60 days of the date your order was delivered.
• The product must have been purchased directly from Aura Pouches through our official website.
• The guarantee is limited to one claim per customer.
• We may request reasonable information necessary to verify your purchase and understand your experience.

You do not need to use the product for the full 60 days before submitting a claim.

Refunds Under the Guarantee

Once your claim has been approved, the eligible purchase price will be refunded to your original payment method.

Original shipping charges, expedited shipping charges, package protection, and other optional delivery or service fees are non-refundable unless otherwise required by applicable law.

We may, at our discretion, offer store credit or a replacement instead of a refund where you agree to that resolution.

Guarantee Exclusions

The 60-Day Satisfaction Guarantee does not apply to:

• Subscription renewal orders.
• Second or subsequent purchases.
• Gift cards.
• Replacement orders.
• Wholesale or reseller purchases.
• Products purchased from unauthorized third-party sellers.
• Fraudulent, abusive, or duplicate claims.
• Products used in a manner inconsistent with the provided instructions.

Nothing in this policy limits any rights you may have under applicable consumer protection laws.

Returns

Aura Pouches are consumable oral products.

For hygiene and safety reasons, we generally do not accept returns of opened products.

We also do not generally accept returns of unopened products unless the return is specifically permitted under another section of this policy, including eligible subscription returns, damaged or incorrect orders, or where a return is required by applicable law.

You do not need to physically return a product in order to submit an eligible claim under our 60-Day Satisfaction Guarantee unless we specifically ask you to do so.

Please do not mail products back to us without first contacting help@aurapouches.co and receiving return instructions.

Allergic Reactions and Adverse Reactions

Your health and safety are important to us.

If you experience an allergic reaction, unexpected reaction, or other concerning symptoms after using an Aura Pouches product, stop using the product and seek appropriate medical advice.

If you believe you are experiencing a medical emergency, seek emergency medical attention immediately.

You may also report your experience to us by emailing help@aurapouches.co with:

• Your order number.
• The product and flavor used.
• A description of what you experienced.
• Approximately when the reaction occurred.
• Any supporting photographs or other relevant information, where appropriate.

We review these reports individually and may offer a refund, replacement, store credit, or another appropriate resolution depending on the circumstances.

Please review the product's ingredient information before use, particularly if you have known allergies, sensitivities, or dietary concerns.

Subscription Orders

Aura Pouches may offer subscription purchasing options that allow eligible products to be delivered automatically at recurring intervals.

Subscription orders operate separately from our 60-Day Satisfaction Guarantee.

Subscription Refunds and Returns

Subscription renewal orders are not covered by the 60-Day Satisfaction Guarantee.

However, if you receive a subscription renewal that you no longer want, we may accept a return where:

• The product is unopened and unused.
• You contact us within 7 days of delivery.
• The product remains in its original condition.
• You follow the return instructions provided by our customer support team.

Return shipping costs are generally the responsibility of the customer unless the product was damaged, defective, incorrect, or otherwise eligible for return at our expense under applicable law.

Original shipping and handling charges are non-refundable.

Once an approved return is received and inspected, we will process the applicable refund to your original payment method.

Please contact help@aurapouches.co before returning any subscription order.

Cancelling Your Subscription

You may cancel your Aura Pouches subscription at any time before your next renewal is processed.

To cancel, use any cancellation functionality available through your customer account or contact us at:

help@aurapouches.co

Cancellation requests sent to our customer support team must be received at least 48 hours before your next scheduled billing date to allow sufficient time for processing.

If a renewal has already been processed before your cancellation is completed, we may be unable to stop that order from being fulfilled.

Cancelling your subscription prevents future renewals. It does not automatically cancel or refund an order that has already been processed.

An already processed subscription order may still be eligible for return under the Subscription Refunds and Returns section above.

Order Cancellations

We begin processing orders quickly so that they can be shipped as soon as possible.

If you need to cancel an order, contact us immediately at:

help@aurapouches.co

We will make reasonable efforts to accommodate your request, but we cannot guarantee that an order can be cancelled once processing has begun.

Orders that have already shipped cannot be cancelled.

If an order can no longer be cancelled, any applicable refund or return rights will be determined under the other sections of this policy.

Damaged, Defective, or Incorrect Items

We take care when preparing and shipping every Aura Pouches order.

If your order arrives damaged, defective, incomplete, or contains an incorrect item, please contact us within 7 days of delivery at:

help@aurapouches.co

Please include:

• Your order number.
• A clear photograph of the product received.
• A photograph of the shipping label.
• A photograph of the outer packaging, where possible.
• A short description of the issue.

Once we have reviewed the information, we may arrange a replacement, refund, store credit, or another appropriate resolution.

Unless we specifically request otherwise, damaged products do not need to be returned.

Lost or Missing Orders

If your tracking information shows that your order has not arrived within the expected delivery period, please contact us at help@aurapouches.co.

We may ask you to confirm your shipping address and review the carrier's tracking information before determining the appropriate next step.

If tracking shows that a package was delivered but you cannot locate it, please first check:

• Around your delivery location.
• With other members of your household.
• With neighbors where appropriate.
• With your building reception, mailroom, or front desk.
• With the applicable shipping carrier.

We will review missing-order concerns individually and assist where reasonably possible.

Incorrect Shipping Information

Customers are responsible for providing accurate and complete shipping information when placing an order.

If you notice an error in your shipping address, contact us immediately at help@aurapouches.co.

We will attempt to update the address where possible, but we cannot guarantee changes once an order has entered fulfillment or been shipped.

If an order is returned to us because an incorrect or incomplete address was provided, additional shipping charges may apply before the order can be resent.

Refused and Unclaimed Packages

If a package is refused, abandoned, or returned to us because it was not collected from the carrier, any refund will be reviewed after the package is received back by us.

Original shipping charges and any carrier return fees may be deducted from the refund where permitted by applicable law.

Refund Processing

Approved refunds are issued to the original payment method used for the purchase.

We generally process approved refunds within 10 business days.

After we issue a refund, your bank, credit card company, or payment provider may require additional time before the funds appear in your account.

If more than 15 business days have passed since we confirmed that your refund was approved and you still have not received it, please contact us at:

help@aurapouches.co

Exchanges

If you contact us regarding an eligible issue, we may offer an exchange or replacement as an alternative to a refund.

If you accept an exchange or replacement as the resolution of a 60-Day Satisfaction Guarantee claim, the original purchase will be considered resolved under that guarantee and will not qualify for an additional guarantee refund based on the same order.

This does not affect your rights if a replacement product itself arrives damaged, defective, or incorrect.

Payment Disputes and Chargebacks

If something is wrong with your order, we encourage you to contact us at help@aurapouches.co before opening a payment dispute or chargeback.

We are committed to reviewing legitimate concerns and working toward an appropriate resolution.

If you have already opened a chargeback or payment dispute with your bank, card issuer, PayPal, Shop Pay, or another payment provider, we may need to allow that dispute process to conclude before issuing a separate refund for the same transaction.

This helps prevent duplicate refunds for the same purchase.

Nothing in this section prevents you from exercising any rights available to you through your payment provider or under applicable law.

Suspected Fraud or Abuse

Aura Pouches reserves the right to refuse a refund, guarantee claim, replacement, or return where we reasonably determine that a request involves fraud, abuse, manipulation of the policy, or repeated attempts to obtain refunds for the same purchase.

Examples may include:

• Repeated guarantee claims using different accounts or contact information.
• Claims involving purchases that cannot be verified.
• Requests involving altered or falsified order information.
• Attempts to obtain both a merchant refund and a payment-provider refund for the same transaction.

Any such determination will be made based on the circumstances of the individual claim.

Purchases From Third Parties

This policy applies only to purchases made directly through the official Aura Pouches website.

If you purchased Aura Pouches from another retailer, marketplace, distributor, or third-party seller, your purchase is generally subject to that seller's return and refund policy.

Please contact the seller from whom you purchased the product for assistance.

Policy Updates

We may update this Refund & Return Policy from time to time to reflect changes to our products, Services, business practices, or legal requirements.

When changes are made, we will publish the revised policy on our website and update the Last Updated date above.

Changes will apply to the extent permitted by applicable law.

Acknowledgement

By placing an order with Aura Pouches, you acknowledge that you have had the opportunity to review this Refund & Return Policy.

Nothing in this policy excludes or limits any rights that cannot legally be excluded or limited under applicable consumer protection law.