Refund policy
At Aura Guam, we want you to be happy with your purchase. If something isn't right, here's how our return process works.
1. Return Timeframe
You have 30 days from the date of delivery to request a return. Requests submitted after this window can't be accepted.
2. Return Eligibility
To qualify for a return, the item must be unused, unworn, and unwashed, in its original condition with all tags, labels, and accessories attached, and returned in its original packaging. You'll also need to provide proof of purchase or your order confirmation.
3. Items Not Eligible for Return
We can't accept items that have been worn, washed, or damaged after delivery, or that are missing their original packaging or tags. Returns that don't meet these conditions will be sent back to you.
4. How to Start a Return
All returns must be sent by mail. To start a return, please follow these steps:
- Contact us at support@auraguam.com with your order number and the reason for the return.
- If your return is accepted, we will send you instructions and the specific mailing address where you need to send your package.
- Pack the item securely and drop it off at your local post office or shipping carrier.
Please note: Items sent back to us without first requesting a return will not be accepted.
5. Return Method & Shipping Cost
Returns are completed by mail only — we don't accept in-store drop-offs. We cover return shipping for damaged, defective or incorrect items. Customers cover shipping for change-of-mind or sizing issues.
6. Refunds (Cash on Delivery)
Since orders are paid via Cash on Delivery, refunds are issued by bank transfer rather than back to a card. Once we receive and inspect your returned item, we'll confirm the approval and our support team will reach out to collect your bank details for the transfer. Your refund will be sent within 7 business days of receiving that information.
7. Exchanges
We don't offer direct exchanges. For a different size, color, or item, return your original order for a refund and place a new order on our website.
8. Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or isn't what you ordered, contact us within 30 days of delivery with photos of the item, its packaging, and the shipping label. We'll arrange a replacement or a full refund.
9. Order Cancellation
You can cancel your order the same day it's placed, before our 3:00 PM (GMT+10:00) Chamorro Standard Time (Guam) cut-off. Once an order has been processed or handed to the carrier, it can no longer be cancelled and follows the return process above instead.
CONTACT US AT:
Shop Name: Aura Guam
Phone: +1 671-633-2872
Email: support@auraguam.com
Address: Micronesia Mall, 2nd Floor, 1088 W. Marine Corps Dr., Dededo, GU 96929, United States
Business Hours:
Sunday: 10 AM–8 PM
Monday–Saturday: 10 AM–9 PM