Return & Refund Policy

We want you to be happy with your order. This policy explains when you can return an item, when you cannot, and how a refund works on a cash-on-delivery order.

Last updated: 5 September 2026

1. Check your order before you pay

Please inspect the box while the driver is still with you. If the package is damaged, opened or clearly wrong, you may refuse the delivery on the spot at no cost to you — do not pay, and tell us the same day. This is the fastest way to resolve a problem.

2. Your window to raise an issue

Contact us within 7 days of delivery to report a problem with your order. After 7 days we can no longer accept a return, though you are always welcome to contact us for advice on using the product.

3. What we accept

Damaged in transit — the product arrived broken, leaking or crushed.
Wrong item — you received something other than what you ordered.
Missing item — part of a kit or bundle was not in the box.
Faulty product — a defect in the product itself, such as a pump that does not work.
Unopened and unused — still sealed, in its original packaging, with the seal intact, returned within 7 days.

In these cases we replace the item or refund it in full, including the delivery fee you paid, and we cover the cost of collecting it. The choice between replacement and refund is yours.

4. What we cannot accept

Opened oral-care products. For hygiene and safety reasons we cannot resell a product whose seal has been broken, and we cannot accept it back — unless it arrived damaged, faulty or was the wrong item.
Change of mind after a product has been opened or used.
Results. Whitening results vary between people and depend on the type of staining and how consistently the routine is used. A result that is less than you hoped for is not a fault in the product. Message us instead — we will look at how you are using it and tell you honestly whether a different product suits you better.
Damage caused by misuse, or by storing the product against the instructions.
Anything reported more than 7 days after delivery.

5. How to start a return

Message us on WhatsApp at +961 70 870050 or email support@aureva-health.com.
Give us your order number, tell us what went wrong, and attach a photo of the item and its packaging.
We reply within 2 business days with a decision and, if approved, arrange collection at our cost.

Please keep the item and its packaging until the return is resolved. Do not send anything back before we confirm the return, as we cannot process unannounced returns.

6. How refunds are paid

All our orders are paid in cash on delivery, so there is no card to refund. Once a return is approved and the item is back with us (or we have waived its return), you choose one of:

Cash refund — handed to you by our driver, or by an agreed method;
Replacement — the same item sent again, delivery at our cost;
Store credit — for the full amount, if you prefer it.

We complete refunds within 7 business days of approving the return.

7. Delivery fees on returns

If the fault was ours — damaged, faulty, wrong or missing item — we refund the delivery fee you paid and cover the collection cost. If you return an unopened product because you changed your mind, we refund the price of the product but not the original delivery fee, since the delivery was performed.

8. Cancelling an order

You can cancel free of charge at any time before the order is dispatched — message us on WhatsApp with your order number. Once the driver has your order, cancelling means refusing the delivery, which is also free of charge, as no money has changed hands until you pay.

9. Contact

WhatsApp +961 70 870050, email support@aureva-health.com, Monday to Saturday, 9:00 AM – 8:00 PM.