1. The first-purchase guarantee
Every Aurevo product carries a first-purchase money-back guarantee. The first time you buy a product, opened or not, you can have your money back to the original payment within 30 days of delivery, with nothing to send back. It applies once per product per customer. The first box of a subscription counts as a first purchase. Samples are excluded. A repeat purchase of the same product is not covered by the guarantee; it follows the return rules below.
2. Returns of unopened products
- Unopened products, with the safety seal intact, can be returned within 30 days of delivery.
- Returns start in the returns portal, which checks the item against this policy, issues a prepaid label and processes the refund.
- The original shipping box is not needed: any box or padded mailer works.
- There is no restocking fee.
- When the fault is ours (a wrong, damaged or defective item), the label is on us.
- Canadian customers are welcome to return and cover the return shipping.
Opened products are not returned. For an opened first purchase, the first-purchase guarantee is the route, and you do not have to send anything back.
3. Exchanges
Unopened products can be exchanged for another flavor or size within 30 days of delivery, through the returns portal.
4. The Flavor Promise
Once per customer, if you genuinely dislike a flavor you have opened, we give the value back as store credit toward a different flavor, or as a partial refund, within 45 days of delivery.
5. Store credit instead of a refund
The returns portal offers store credit as an alternative to a refund. It lands in your account balance rather than as a code, does not expire, and applies to your next order or subscription renewal.
6. Final sale
Samples and variety packs are final sale: the Protein Sample Pack and the Electrolyte Variety 12 Pack cannot be returned or exchanged, and samples are excluded from the first-purchase guarantee. A final-sale item that arrives damaged or wrong is still our mistake to fix.
7. Damaged, wrong and missing items
| What happened | What we do |
|---|---|
| Damaged in transit (a leaking pouch, a cracked tub, gummies fused by heat) | With shipping protection, a claim within 30 days of delivery. Without it, tell us within 30 days with a photo: a refund, store credit or a replacement sent by our team. |
| Wrong flavor or size | Our mistake: the returns portal issues the label on us, and our team sends the right item. |
| A product missing from a stack | Reshipped by our shipping team. It is not a return. |
| A missing scoop | Usually buried in the powder. If it is truly missing, sent free by our team. |
| Genuinely defective (hardened solid, a broken inner seal, an off smell, capsules stuck together) | Within 60 days of delivery: a partial refund, or a return through the portal, and the lot is flagged to our quality team. |
For anything about the contents, we ask for a photo, the lot number and the best-by date printed on the base. Anything that arrived past its best-by date or with a broken safety seal should not be taken.
8. Reported reactions
If you had a reaction after taking a product, your health comes first: stop taking it and seek care. Then tell us what happened. It goes to our quality and safety team the same day, and any refund or credit comes after, never as a condition.
9. Canceling an order
An order, including a subscription renewal that was just charged, can be canceled for a full refund to the original payment while it is unfulfilled and within 48 hours of being placed. Canceling an order does not end a subscription. Once an order has shipped it cannot be canceled; an unopened order can be returned through the portal. A pre-order can be canceled for a full refund any time before it ships.
10. Subscription renewals
A renewal that already shipped is not refunded automatically: if you meant to skip it, ask us and our team reviews it. An unopened renewal box can also be returned within 30 days.
11. Past the window
You can still submit a review request in the returns portal, and our returns team decides. Late returns are rarely approved.
12. Refund timing
We tell you when a refund is issued. When it shows on your statement is your bank's timing.
13. Shaker and canister warranty
The Steel Shaker and the Countertop Canister carry a two-year warranty against the body, the lid or the seal failing under normal use. It does not cover normal wear, a lid warped in a dishwasher, the Classic Shaker, or the supplements themselves. Claims are filed on the warranty claims page, and a replacement is sent by our warranty team.
14. Demonstration store
This is a demonstration store operated by Razviel, and no orders are processed. No payment, refund, return, claim or subscription can be made here; what you do in the sample account is saved in your browser only.