Refund policy
We want you to feel confident shopping with us. Here's how returns and refunds work.
Damaged, Defective, or Incorrect Items
If your item arrives damaged, defective, or not what you ordered, contact us within 14 days of delivery at info@gsauraa.com with your order number and a photo of the issue.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.
If eligible, we're happy to offer either a replacement (exchange) or a full refund for damaged, defective, or incorrect items — just let us know your preference when you contact us.
If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
You can always contact us for any return question at info@gsauraa.com.
Order Cancellations
If you need to cancel or change your order, contact us at info@gsauraa.com within 12 hours of placing your order. We'll do our best to cancel or amend it before it's sent for fulfillment and issue a full refund.
Once an order has been submitted for fulfillment (typically within 12–24 hours), we're unable to cancel or change it, as it enters processing with our shipping partners. If you contact us after this window, we're happy to help however we can, but a cancellation may no longer be possible — please refer to our Change of Mind and Damaged/Defective sections below instead.
Change of Mind
Because our products are sourced and shipped internationally, we're currently unable to accept returns or exchanges for change-of-mind purchases, and we don't offer prepaid return shipping labels. We encourage you to read product descriptions carefully and reach out with any questions before ordering — we're happy to help you choose the right product.
Non-Returnable Items
As a skincare and beauty retailer, opened or used personal care products cannot be returned for hygiene and safety reasons. This applies to all skincare items regardless of condition once the packaging has been opened. Beauty tools (rollers, gua sha, etc.) may be eligible for a damaged/defective claim as outlined above if they arrive faulty.
Sale items and gift cards are final sale and not eligible for refund.
Orders Not Received
If your order hasn't arrived within the estimated delivery window stated in our Shipping Policy, contact us and we'll investigate with the carrier and do what we can to make it right.
Customs-Related Refusals
If a package is refused, abandoned, or returned to sender due to unpaid customs duties, we're unable to refund shipping costs, and a restocking fee may apply. Please review our Shipping Policy before ordering — this is especially relevant for orders shipping to the United States, where import duties may currently apply on delivery regardless of order value.
Refund Processing
Approved refunds are issued to your original payment method. Processing times vary by bank or card provider and can take several business days to appear once issued.
Contact Us
Questions about a return or refund? Email us at info@gsauraa.com and we'll respond within 1–2 business days.