Refund Policy

How to start a return

Contact us first, so we can match the parcel to your order and send you return instructions. Unannounced parcels are much slower to identify and refund.

1. Email support@averunecareessentials.com or call 877-634-1410 within 30 days of receiving your order. Quote your order reference.
2. Tell us which item you are returning and whether it is unopened. We will reply with a return authorization and the return address.
3. Pack the item securely, include the authorization, and send it to the returns address below. Keep your proof of postage and, if possible, a tracking number.
4. We inspect the return when it arrives and issue your refund to the original payment method.

Where returns are sent

All authorized returns travel to our fulfillment centre, which is the same address every order ships from:

Please do not send returns to our corporate address — it is a mailing address and cannot receive or process returned goods. The Fulfillment Address page sets out which address does what.

What can be returned

• The therapy wrap — returnable within the window, in its original packaging, with the gel insert, cover and strap all included. It may have been tried; it should be clean and undamaged.
• Unopened first aid kits — returnable within the window with the carton seal intact.
• Bundles — return the whole bundle for a full refund of that line. If you keep part of a bundle, we refund the difference between what you paid and the price of the option matching what you kept.

What cannot be returned

• Opened first aid kits and used dressings. Once a kit seal is broken we cannot accept it back, for health and safety reasons. This does not affect your rights if a kit arrives damaged, sealed incorrectly, or past its date — tell us and we will replace or refund it.
• A gel insert whose outer seal has been punctured or split through misuse, such as oven or stovetop heating.
• Items returned after the 30-day window has closed, unless the item is faulty.

If something arrives damaged or wrong

Tell us within 7 days of receiving the order and send a photograph if you can. If we sent the wrong item, or an item arrived damaged or with a broken seal, we cover it entirely: we will send a replacement or refund it in full, including any return postage, and you will not be asked to pay anything.

Refund amounts and timing

• Refunds are issued to the original payment method. We cannot refund to a different card or send a cheque.
• We process refunds within 3 business days of the return arriving and passing inspection. Your bank generally takes a further 3 to 10 business days to show the credit.
• Standard ground shipping is included in the listed price of every order. There is no separate delivery charge and no minimum order value. Because shipping is included rather than charged separately, there is no delivery charge to refund.
• Return postage is yours to pay for a change of mind, and ours to pay if the item was faulty, damaged or wrong.
• Sales tax collected on a refunded item is refunded with it.

Cancelling an order

If you contact us before the order has been dispatched we can usually cancel it outright and refund the whole amount, with nothing to send back. Orders are packed within 1 to 2 business days, so get in touch as soon as you can.

Recurring charges

Every order on this website is a single one-time payment for the items in your cart. There is no subscription, no auto-enrollment, no recurring billing, and no future shipment of any kind. There is therefore nothing to cancel after an order: no plan, no membership and no future shipment. If you ever see a second charge you did not authorize, call us at 877-634-1410 and we will investigate it immediately.

Questions

Pure Serenity Shop LLC
Phone: 877-634-1410
Email: support@averunecareessentials.com
Hours: Monday through Friday, 9:00 AM to 6:00 PM Pacific Time
Returns address: 5071 Ball Rd #4026, Cypress, CA 90630

Personal information will not be shared with Third Parties.