Return & Refund Policy
Last updated July 26, 2026
At Aurelita, we want you to feel comfortable and confident with your purchase. Our products are designed to provide comforting warmth and help make pressure-heavy evenings feel simpler and more relaxing.
We recommend taking time to find your preferred fit and heat setting and trying your product consistently for up to 14 days. This is a recommendation rather than a requirement to request assistance.
If you are not satisfied with your purchase, contact us at contact@aurelita.com within 60 days of delivery.
60-Day Comfort Guarantee
Purchases made directly through Aurelita are protected by our 60-Day Comfort Guarantee.
To request a refund under the guarantee, contact us within 60 calendar days of the date your order was delivered. Please provide:
- Your order number
- The name and email address used at checkout
- A brief description of the issue
- Photos or video when the request involves damage, a defect, or an incorrect item
The guarantee applies to products that have been used according to the included instructions. It does not cover damage caused by misuse, improper cleaning, liquid exposure, unauthorized modification or repair, accidental damage, or ordinary wear and tear.
Approved refunds apply to the amount paid for the eligible product. Original shipping charges, expedited shipping fees, duties, taxes, and optional shipping protection are not refundable unless the order arrived damaged, defective, incorrect, or incomplete because of an error attributable to Aurelita or its fulfillment partners.
Approved satisfaction-guarantee claims generally will not require the product to be returned unless our support team specifically instructs otherwise. Do not mail a product to the address shown on the shipping package, as that location might not be authorized to accept customer returns.
How to Request a Return or Refund
To begin a request, complete the form on our Contact Us page or email contact@aurelita.com.
Do not return an item without first contacting us and receiving written approval. When a return is required, our team will provide the correct instructions and authorized return address.
For preference-based returns, customers may be responsible for return shipping. Aurelita will cover approved replacement or return costs when the product arrived damaged, defective, incorrect, or incomplete.
Order Changes and Cancellations
Contact us as soon as possible if you need to change or cancel an order.
Cancellation or address-change requests must be submitted within 24 hours of placing the order. We will make every reasonable effort to accommodate the request, but approval is not guaranteed because orders may enter processing shortly after purchase.
Once an order has been processed or shipped, it cannot be canceled. After delivery, the customer may request assistance under this policy.
When a cancellation is approved, Aurelita will initiate the refund to the original payment method within 7 business days.
Damaged, Defective, Incorrect, or Incomplete Orders
Please inspect your order shortly after delivery.
Notify us within 72 hours of delivery when your product:
- Arrives physically damaged
- Has a manufacturing defect
- Is different from the product or variation ordered
- Is missing a product or required component
Send your claim to contact@aurelita.com and include:
- Your order number
- A clear description of the issue
- Clear photos or video of the product
- Photos of the outer packaging
- A clear photo of the shipping label
Please keep the product and all original packaging until the claim has been reviewed. We may need additional evidence to complete a supplier or carrier investigation.
Damage to the shipping package alone, such as a dented or creased box, is not considered product damage when the item inside remains functional and in good condition.
After verification, Aurelita may provide an appropriate resolution through a replacement, free reshipment, replacement component, partial refund, or full refund. A return is generally not required for a verified damaged or defective item unless we provide specific written instructions.
Items Damaged After Delivery
Aurelita does not provide refunds or replacements for damage caused after delivery through:
- Misuse or failure to follow the instructions
- Exposure to water or other liquids
- Machine washing, hand washing, or submerging the mask
- Sharp folding or heavy pressure
- Use with a damaged cable, controller, or power source
- Unauthorized repairs or modifications
- Normal wear and tear
Stop using the product immediately if the mask, cable, or controller becomes damaged.
Delayed Shipments
Delivery estimates are provided in good faith, but carrier delays, customs processing, severe weather, peak-volume periods, and other circumstances can occasionally affect delivery.
For any delivery issues, we recommend reaching out directly to the courier. Unfortunately, we can't take responsibility for packages that get lost, pilfered, or delayed.
Packages Marked Delivered but Not Received
When tracking shows that a package was delivered but you cannot locate it:
- Check around the delivery location, mailbox, entrances, and safe-drop areas.
- Ask household members and nearby neighbors.
- Allow up to 48 hours because some carriers mark packages delivered shortly before the final drop-off.
- Contact the carrier and request a delivery investigation.
- Email contact@aurelita.com with your order number, tracking number, and any information supplied by the carrier.
A delivered tracking status does not automatically qualify for a refund or replacement. We will review the carrier’s investigation, delivery evidence, and circumstances before determining the available resolution.
Incorrect or Incomplete Shipping Addresses
Customers are responsible for confirming that the shipping information entered at checkout is complete and accurate.
Contact contact@aurelita.com within 24 hours if you notice an error. We will try to update the address before fulfillment, but changes cannot be guaranteed after processing begins.
Once an order ships, Aurelita cannot directly change its destination.
Aurelita will correct the order at no additional charge when the address or fulfillment error was caused by us.
Refused and Unclaimed Deliveries
Refusing a delivery or failing to collect a package does not automatically qualify as an approved return.
A refund can be considered only after the package has been returned to the authorized fulfillment location and its condition has been confirmed. Shipping and return-to-sender costs may be deducted where permitted.
Refund Processing
Approved refunds are issued to the original payment method.
Aurelita will initiate an approved refund within 7 business days. Banks, card issuers, PayPal, Shop Pay, and other payment providers may require additional processing time before the funds appear in the customer’s account.
Contact contact@aurelita.com if an approved refund does not appear after the timeframe provided by your payment provider.
Policy Updates
Aurelita may update this Return & Refund Policy as our products, fulfillment process, or legal obligations change.
The policy that was available when the customer placed the order will generally apply to that purchase, except where a change is required by applicable law.
Contact Us
Questions about cancellations, damaged items, refunds, replacements, or delivery issues can be sent to:
Aurelita Customer Support
contact@aurelita.com