Refund policy
Returns
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To start a return, email hello@aculora.com with your order number and the reason for your return. We'll reply with return instructions. Items sent back without first contacting us can't be accepted.
To be eligible for a return, your item must be clean and undamaged, complete with everything it came with (for example the mat, pillow and carry bag), and in its original packaging. You'll need your order number or proof of purchase.
Return shipping costs are the customer's responsibility, unless the item arrived damaged, defective, or incorrect.
Damages and issues
Please inspect your order when it arrives. If an item is defective, damaged, or not what you ordered, contact us within 7 days of delivery with your order number and a photo of the issue, and we'll make it right with a replacement or a refund at no cost to you.
Non-returnable items
For hygiene reasons, facial and personal care tools (including the Aculora Facial Ritual Kit) can't be returned once opened, unless they arrived damaged or defective. Gift cards are non-returnable.
Exchanges
The fastest way to get what you want is to return the item you have and, once the return is accepted, make a separate purchase for the new item.
Refunds
We'll notify you once we've received and inspected your return, and let you know whether the refund was approved. If approved, you'll be refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund.
If more than 15 business days have passed since we approved your return, please contact us at hello@aculora.com.
Customers in the EU and UK
If you're in the European Union or the United Kingdom, you also have the right to cancel your order within 14 days of receiving it, for any reason and without giving a justification. To cancel, email hello@aculora.com with your order number within that period. Items must be returned within 14 days of telling us you're cancelling. Return shipping costs are your responsibility. We'll refund you within 14 days of receiving the returned items. For hygiene reasons, facial and personal care tools that have been unsealed after delivery are excluded from this right.
International customers are responsible for return shipping costs and any duties or taxes charged on the return.