Refund policy

Returns & Refunds

Most Aurenzi Studios products are made to order. Because each item is produced specifically after an order is placed, we do not accept returns or exchanges for change of mind, incorrect size or color selection, fragrance preference, or other buyer-remorse reasons.

Damaged, defective, misprinted, or incorrect items

If your order arrives damaged, defective, misprinted, or you receive the wrong item, please contact us at aurenzi@neuralfrequencysounds.com with your order number and clear photos showing the issue.

Apparel and mugs: Report the issue within 30 days of delivery.

Candles: Report the issue within 10 days of delivery.

Once the issue is verified, we will provide the appropriate remedy, which may be a replacement or refund.

Please do not send an item back unless we specifically authorize a return. In many verified damage or defect cases, a return is not required.

For damaged candles, please keep the item and packaging available until we confirm that a carrier inspection is not required.

Size, color, scent, and change-of-mind requests

We cannot accept returns, exchanges, or refunds because the wrong size or color was ordered, because you changed your mind, or because a candle fragrance is not to your preference.

Please review product details, sizing information, and selections carefully before placing your order.

If an item itself is mislabeled, defective, or does not match what you ordered, contact us under the damaged or incorrect item process above.

Candles

Candles are made to order and are final sale except when they arrive damaged, defective, are confirmed lost in transit, or are incorrect due to a fulfillment error.

Used or burned candles are not returnable because of scent preference or change of mind.

Order changes and cancellations

If you need to change or cancel an order, contact us as soon as possible at aurenzi@neuralfrequencysounds.com.

Production can begin shortly after checkout. Changes or cancellations are only possible when the order has not progressed too far into production and therefore are not guaranteed.

Once an order has entered production, it may no longer be possible to cancel or edit it.

Shipping address issues

Please confirm your shipping address before placing your order.

If an order is undeliverable or returned because the address entered at checkout was incorrect or incomplete, a free refund or replacement is not guaranteed, and any reshipment or replacement costs may be the customer's responsibility.

Lost shipments and carrier delays

If tracking indicates that a shipment may be lost in transit, contact us at aurenzi@neuralfrequencysounds.com and we will investigate with the carrier and fulfillment partner.

When a shipment is confirmed lost and qualifies under the applicable fulfillment policy, we will provide the available replacement or refund remedy.

Carrier delays by themselves do not automatically qualify for a refund.

Refunds

Approved refunds are issued to the original payment method used for the order.

After we issue a refund, your bank or payment provider may require additional processing time before the funds appear in your account.

How to contact us

Email aurenzi@neuralfrequencysounds.com and include your order number.

For product-condition issues, include clear photos of the item and packaging where relevant so we can resolve the issue quickly.

Do not mail returns directly to a manufacturer or fulfillment facility without authorization from Aurenzi Studios.

Nothing in this policy limits any rights or remedies you may have under applicable law.