Refund policy
Our Guarantee We stand behind the Aluvère Heated Eye Mask completely. If you are not satisfied with your purchase for any reason, we offer a 30-day money-back guarantee from the date of delivery — no complicated return process, no restocking fees.
How to Request a Return To initiate a return, please contact us via the contact us page within 30 days of receiving your order. Include your order number and a brief note about why you'd like to return the product. We will respond within 1–2 business days with return instructions.
Condition of Returned Items To be eligible for a full refund, items must be returned in their original packaging and in a clean, undamaged condition. We reserve the right to refuse a refund if the item is returned in a condition that prevents resale.
Refund Processing Once we receive and inspect your returned item, we will notify you by email and process your refund within 5–7 business days. Refunds are issued to the original payment method. Please allow additional time for your bank or card provider to process the refund on their end.
Return Shipping Costs Return shipping costs are the responsibility of the customer unless the item arrived damaged, faulty, or incorrect. In those cases, we will provide a prepaid return label at no cost to you.
Damaged or Faulty Items If your item arrives damaged or with a manufacturing defect, please contact us within 7 days of delivery with a photo of the issue. We will arrange a replacement or full refund at no cost to you, including return shipping.
Warranty Every Aluvère Heated Eye Mask comes with a 6-month manufacturer's warranty covering defects in materials and workmanship. If your mask stops functioning correctly within 6 months of purchase through normal use, contact us and we will repair or replace it free of charge.
Non-Returnable Items For hygiene reasons, masks that have been used extensively and show signs of wear beyond a reasonable trial period may not be eligible for a full refund. If you are unsure, contact us and we will work with you to find a fair resolution.
Contact Us For any questions about your order, a return, or our policies, reach out to us. We aim to respond to all enquiries within 1–2 business days.