Return Policy
90-Day Happiness Guarantee
We stand behind every Aura frame. If you're not completely satisfied with your purchase from auraframes.com for any reason, you may return it within 90 days from the date of purchase for a full refund to your original payment method. Please include all original packaging and accessories.
Eligibility
To qualify for a return under our 90-Day Happiness Guarantee, your purchase must meet the following conditions:
- Purchased directly from auraframes.com
- Return is requested within 90 days of the original purchase date (30 days for Amazon purchases - see below)
- A valid proof of purchase (order confirmation email or order number) is provided
- If the frame was received as a gift, the original order number must be provided
Before you return: Please contact us first - we may be able to resolve your issue quickly. If your return is due to a defect or hardware issue, we may be able to replace your frame under our warranty instead.
Returning a Frame Purchased from auraframes.com
To initiate a return within the 90-day window:
- Visit our Return Center at auraframes-us.loopreturns.com
- Enter your order number and shipping ZIP code
- Select the item you wish to return and follow the prompts
Once your return request is approved, you'll receive a prepaid shipping label and return instructions by email. Aura covers the cost of return postage - there are no restocking fees.
Refund timeline: After your frame is received at our warehouse and its condition is verified, we will process your refund within 10 business days to your original payment method. Credit and debit card refunds typically appear within 48 hours of processing.
Prepaid return labels are provided for returns shipped from your country of purchase. Returning from a different country? Contact us for more information.
If you have trouble with the return portal, please contact our Customer Care team for assistance.
Returning a Frame Purchased from Aura's Amazon Store
If you purchased your Aura frame from our official Amazon store, you have 30 days from the date of purchase to return it for a full refund.
- Log in to your Amazon account
- Find your Aura frame order
- Select "Return or Replace Items" and follow Amazon's prompts
Amazon will provide a prepaid return label. Please allow up to 10 business days after Amazon processes the return for your refund to appear.
If the frame was a gift, contact the purchaser to obtain the Amazon order number. For additional help, visit Amazon Customer Service.
Returning a Frame Purchased from a Retailer
If your Aura frame was purchased from a third-party retailer, Aura cannot issue a direct refund. Please contact the original retailer directly and refer to their return policy.
However, if your frame develops a hardware defect, you may still be covered under Aura's manufacturer's warranty regardless of where you purchased it. See our Warranty Policy or contact us to check your eligibility.
Cancellations
To cancel an order within the 30-minute cancellation window, visit auraframes.com/purchases.
Once an order has been processed, it can no longer be canceled - but you may return it under the 90-Day Happiness Guarantee once it's delivered. See our Order Cancellations FAQ for full details.
Exchanges
Aura does not offer direct exchanges at this time. To exchange your frame for a different model or color:
- Return the original frame through our Return Center
- Place a new order for the frame you'd like
See our Exchange FAQ for more information.
Tracking Your Return
You can check the status of your return delivery using the tracking number from your pre-paid label. Additional details can be found from within the Return Center.
Damaged or Incorrect Items
If you received a damaged frame or the wrong item was shipped, please contact us immediately and we will work with you on a solution. Please retain the original packaging until your case is resolved.
Still Need Help?
Our Customer Care team is here for you.
- Help Center: help.auraframes.com
- Submit a request: auraframes.com/help-request
- Email: help@auraframes.com
Last updated: July 2026