Return & Refund Policy

Thank you for shopping at Auvéra Essentials ("we," "us," "our"). This policy explains how returns, exchanges, and refunds work for purchases made through auveraessentials.com.

This policy is offered in addition to, and does not limit, any non-waivable consumer protection rights you may have under applicable federal or state law.

1. Return Window

You have 60 days from the date of delivery to request a return. If 60 days have passed since delivery, we are unable to offer a refund or exchange, except where required by applicable law.

2. Eligibility for Return

To be eligible for a return, an item must be:

• Unused and in the same condition you received it, AND
• In its original packaging, with any protective seal, shrink-wrap, or hygiene seal fully intact and unbroken, AND
• Accompanied by a receipt or valid proof of purchase.

A broken, removed, or tampered seal on any oral care or personal hygiene item makes that item ineligible for return, regardless of whether the product was used.

This is not a discretionary courtesy, it is necessary for hygiene, contamination-control, and resale-safety reasons and applies even if the seal was only opened to inspect the product.

3. Non-Returnable Items

The following items can never be returned or refunded, whether opened or unopened:

• Toothbrushes (manual or electric), toothbrush heads, and replacement brush heads, once the sealing/packaging has been opened.
• Toothpaste, mouthwash, floss, and other consumable oral care products, once opened.
• Any item explicitly labeled "Final Sale" or "Clearance" on the product page at the time of purchase.
• Gift cards.
• Items missing original packaging, accessories, or manuals.

Note: items sold at a regular promotional discount or sale price (for example, a limited-time markdown) remain eligible for return under the standard terms of this policy, provided the seal/packaging conditions in Section 2 are met. Only items specifically designated "Final Sale" or "Clearance" at checkout are excluded from returns on that basis.

This list reflects standard industry practice for oral care and personal hygiene goods and is consistent with how comparable retailers (including major oral care manufacturers) structure their own return and warranty terms.

4. How to Start a Return

Before sending anything back, or opening a dispute, email us at support@auveraessentials.com with your order number and a description of the issue. We will review your request and provide return instructions, including the correct mailing address, before you ship anything. Returns sent without prior authorization may be refused or delayed.

5. Partial Refunds

Partial refunds may be granted, at our discretion, in situations including:

• Items not in their original condition, damaged, or missing parts for reasons not due to our error
• Items returned after the 60-day window has closed but where we agree to make an exception

6. Refund Processing

Once we receive and inspect your return, we will email you to confirm receipt and let you know whether your refund has been approved or declined. Approved refunds are issued to your original payment method. Depending on your card issuer or bank, it may take 5–10 business days for the credit to post after we process it.

7. Late or Missing Refunds

If you haven't received your refund within the expected window:

1. Check your bank/card account again.
2. Contact your credit card company, posting times vary.
3. Contact your bank, there is often additional processing time.
4. If you've done all of this and still haven't received your refund, email us at support@auveraessentials.com and we'll investigate the situation.

8. Sale Items

Items purchased at a regular promotional discount (including with a discount code) remain eligible for return and refund under the standard terms of this policy. Only items specifically labeled "Final Sale" or "Clearance" at the time of purchase are excluded from refunds, and may only be exchanged where applicable.

9. Exchanges

We only replace items that arrive defective or damaged. If you believe your item qualifies, email support@auveraessentials.com with photos of the damage/defect and your order number before returning anything.

10. Shipping Returns

• You are responsible for your own return shipping costs unless the item arrived defective, damaged, or was our error.
• Shipping costs are non-refundable; if a refund is approved, original outbound shipping costs will be deducted from the refund amount.
• For items valued over $75, we recommend a trackable shipping method or shipping insurance. We are not responsible for return packages that are lost or not received.

11. Electric Toothbrush Replacement Program

If your electric toothbrush device stops functioning under normal use within 12 months (1 year) of purchase:

• Please follow the device manual regarding charging and storage. Overcharging, or storing the device somewhere hot, wet, or humid, can cause battery malfunction and is not covered.
• If the device is confirmed defective under normal use, we will send a replacement unit. A handling and shipping fee of $26.99 applies to cover processing and logistics of the replacement unit. This fee will be clearly disclosed to you before any replacement is shipped, and no replacement will be sent without your confirmation of the fee.

12. Before Filing a Dispute or Chargeback

If you are unhappy with an order, please contact us at support@auveraessentials.com first, before opening a dispute or chargeback with your bank, card issuer, or payment provider. In almost every case we can resolve the issue faster directly than a formal dispute process allows. We will review your request and, where applicable, provide you with return instructions and the correct address to send the item back to.

This request does not limit or waive your right to file a dispute or chargeback with your bank or card provider at any time; it simply reflects that most issues can be resolved more quickly by contacting us directly.

13. Contact Us

Questions about this policy can be sent to support@auveraessentials.com.