Refund policy

AURA Electrolytes – Returns & Refunds Policy

Valid for customers in the Netherlands and the wider EU – updated 21 May 2025

1. Cooling-Off Period & Extended Return Window

Under Dutch consumer law and the EU Consumer Rights Directive (2011/83/EU), you have a  14-day “cooling-off” period-starting the day after delivery-in which you may cancel your online purchase without giving a reason. AURA extends this right to a total of 30 days, provided the product remains unopened.

2. Eligibility: Sealed Supplement Pouch Only

Our products are food supplements: each order contains one bag with 20 sealed single-serve electrolyte sachets. For hygiene and safety reasons we can only accept returns if that outer pouch is completely sealed and untampered.

  • Sealed pouch → return accepted

  • Opened pouch / sachets removed → return refused (health-protection exception, Art. 6:230p d BW)

  • Gift cards, discounted items, and other promotions → return refused

3. How to Start a Return

Email info@auraelectrolytes.nl within 30 days of delivery with your order number, the item you wish to return, and the reason. We will send:

  1. A Return Merchandise Authorisation (RMA) number

  2. Instructions and-if we are at fault-a prepaid label

  3. The return address: Lange Schijfstraat 84, 5038 TT Tilburg, Netherlands

Returns must be shipped within 14 days of RMA approval. Parcels sent without authorization will be refused.

  • Defective/incorrect items: AURA pays return shipping.

  • Voluntary returns: Customer pays return shipping and is responsible until the parcel is delivered.

4. Damaged or Incorrect Items

Inspect your parcel on arrival. If the pouch is damaged, leaking, or incorrect, email photos and your order number to info@auraelectrolytes.nl within 48 hours. Under Dutch statutory warranty  you are entitled to a free replacement or full refund.

6. EU 14-Day Right of Withdrawal

Within the initial 14 days you may cancel even before the goods arrive by emailing us or submitting the EU model withdrawal form. Return the sealed pouch within 14 days of notification and we will refund the product price and any standard outbound shipping cost.

7. Refund Timeline

We inspect returns within 5 business days of receipt. Approved refunds are issued to your original payment method within 10 business days. If your bank or card issuer has not credited you 15 business days after our approval email, please contact us.

KvK: [96752017] 
Questions? Email info@auraelectrolytes.nl – we’re here to help you hydrate with confidence.