Refund and Return Policy

At Aurum Care Co, we want you to feel confident ordering from us. If there is a problem with your order, please contact us and we will work with you to find a fair solution.

Because many of our products are medical, hygiene, personal-care or commercial-use items, some products must remain unopened and in their original condition to be eligible for return.

Return Requests

Return requests must be submitted within five calendar days of delivery.

To request a return, email sales@aurumcareco.com and include:

• Your order number

• The product name and quantity

• The reason for the return

• Photographs, if the product is damaged, defective or incorrect

Please contact us before sending any product back. Returns sent without prior approval may not be accepted.

Eligible Returns

A product may be eligible for return if it is:

• Unused and unopened

• In its original packaging

• Complete with all labels, seals, accessories and documentation

• In clean, resalable condition

• Accompanied by proof of purchase

Products that have been used, opened, altered, assembled, installed, washed or damaged after delivery may not be accepted.

All returns are inspected before a refund is approved.

Medical, Hygiene and Personal-Care Products

For health and safety reasons, medical, hygiene and personal-care products cannot be returned once the packaging or safety seal has been opened.

This includes gloves, masks, personal protective equipment, medical and dental supplies, first-aid products, beauty and salon supplies, tattoo supplies, personal-care products and other sanitary or hygiene-sensitive items.

Unopened products in these categories may be considered for return if they remain sealed, unused and in resalable condition.

Non-Returnable Products

The following products are generally final sale unless they arrive damaged, defective or incorrectly supplied:

• Clearance items marked as final sale

• Gift cards

• Custom, personalized or specially sourced products

• Special-order products

• Products cut or prepared to customer specifications

• Opened chemicals, liquids, disinfectants or cleaning products

• Hazardous or regulated materials

• Full-pallet, bulk or freight orders

• Products identified as non-returnable on the product page, quotation or invoice

A discounted product is not automatically final sale unless it is clearly marked as final sale.

Damaged, Defective or Incorrect Orders

Please inspect your order shortly after delivery.

If a product is damaged, defective, incorrect or missing, email sales@aurumcareco.com as soon as possible with your order number and clear photographs of the product, shipping carton, shipping label and any visible damage.

Please keep the product and original packaging while we review the issue.

Once confirmed, we may provide a replacement, refund, store credit or another appropriate resolution.

Customers will not be charged return shipping or a restocking fee when Aurum Care Co has supplied a damaged, defective or incorrect product.

Return Shipping and Restocking Fees

For approved returns that are not caused by an error by Aurum Care Co, the customer is responsible for return shipping costs. Original shipping charges are generally non-refundable.

Most standard unopened returns will not be charged a restocking fee.

A restocking fee of up to 25% may apply when additional handling is required, including for:

• Large case, bulk or business orders

• Special-order products accepted as an exception

• Damaged packaging or products requiring repackaging

• Prepared pickup orders that are not collected

• Incorrect items, sizes or unusually large quantities ordered by the customer

Any applicable restocking fee will be explained before the return is finalized whenever reasonably possible.

Order Cancellations

Contact sales@aurumcareco.com as soon as possible if you need to cancel an order.

We will make every reasonable effort to cancel an order that has not yet been processed or shipped.

Once an order has been shipped, it cannot be cancelled and must follow this return policy.

Special-order, custom, bulk, pallet and final-sale orders may not be cancelled once processing has begun.

Refunds

Approved refunds are issued to the original payment method.

Please allow five to ten business days after approval for the refund to appear, depending on your bank or payment provider.

Applicable return shipping costs, restocking fees or other disclosed non-refundable charges may be deducted from the refund.

If a return cannot be accepted, we will contact you and explain the reason.

Business, Wholesale and Bulk Orders

Business, wholesale, case, pallet, special-order and high-volume purchases may have additional return conditions.

Any specific terms will be stated on the quotation, purchase agreement, product page or invoice before the order is placed.

Contact Us

For questions about returns, refunds, cancellations or order issues, please contact:

Aurum Care Co
Email: sales@aurumcareco.com
Phone: +1 437-991-4653
Customer service hours: Monday to Friday, 9:00 a.m.–5:00 p.m. Eastern Time