Refund Policy
At Auterra, we're committed to ensuring your customer satisfaction, and we aim to offer a fair and transparent refund policy.
- 30-day return window
- 2-5 business days to process refunds
- No restocking fee, customer is responsible for return shipping costs
- Acceptable product condition for returns: New and slightly used
- Free cancellations, only accepted within 24 hours after placing your order
If for any reason you are not happy with your purchase, you can return your item within 30 days of delivery for a refund (below exceptions apply). If 30 days have gone by since receiving your item, unfortunately we can’t offer you a refund.
We do not refund items sent to an incorrect address given by the customer. Please make sure that the address you provide is accurate and that any delivery instructions needed are specified.
How to complete your return:
1. Email us at hello@auterranaturals.com with your receipt or proof of purchase.
2. Follow the return instructions provided by our team.
3. Share your tracking number, as proof of return.
The customer is responsible for paying all shipping costs associated with the return. There are no restocking fees for returns.
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. Then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within 2-5 business days. Please share the tracking number of your return with us once you send it back, as this is your proof of return.
Late or missing refunds (if applicable)
It usually takes 2-5 business days for your refund to appear in your bank statement. If the suggested time period has passed and you still haven't received your refund, please contact us at hello@auterranaturals.com.
Cancellations
If you need to cancel your order, please let us know by sending us an email at hello@auterranaturals.com. If your order has already shipped out and cannot be intercepted, you may not cancel your order. You will need to wait to receive your order and then send it back to our return address to obtain a refund.
Sale items and discounted orders (if applicable)
Only regular priced items may be refunded. Sale items and orders placed with a discount code cannot be returned.
Exchanges and damaged items (if applicable)
If you received a defective or damaged item, let us know by sending us an email at hello@auterranaturals.com and we will send you a replacement. Please include a photo of the damaged item and details of the issue in the email; it will help the team resolve your case quicker and send you a replacement right away.
Stolen or missing packages
If your package is stolen after delivery or it is marked as delivered by the carrier, we cannot take responsibility for reimbursement. If you won't be home when a package is delivered, consider having your order shipped to your office, or a store/post office for pick up. You can also provide specific instructions or schedule a delivery time that's convenient for you.
Contact Information
Email: hello@auterranaturals.com
Phone: (404) 921-7313
Address: 2010 NE 182 Pl, Ste 264, Citra, FL 32113