We guarantee that every product we send out has been subject to thorough quality checks. In the unlikely event that your purchase arrives damaged, we're committed to offering a replacement or a refund if notified within 30 days under these conditions:
- Initiate a replacement or refund by contacting support@auravix.com within 30 days of receiving your item. The subject line of your email should be formatted as follows: Replacement/Refund Request for Order #<Your Order Number>.
- In your email, please provide your full name as it appears on your order, the item's name, and attach a video showing the issue, along with a written description. To facilitate a more accurate review of the defect, we require a short video that clearly displays the defect for our team to assess before initiating the return or refund process.
Shipping Information Accuracy:
It is the responsibility of the customer to ensure that all shipping information is accurate and complete at the time of checkout. Please verify your shipping address carefully during the ordering process. If an incorrect or incomplete address is provided, we cannot be held responsible for any shipping issues that may arise as a result. In the event that an order is shipped to an incorrect address provided by the customer, Auravix will not be liable for the misdirected shipment, and any related redelivery costs will be the responsibility of the customer. If a package returns to us due to an incorrect address, the customer will be contacted for address verification and will be responsible for the reshipping fees if the package needs to be sent out again.
Shipping Times and Delays:
While we strive to deliver all orders as quickly as possible, shipping times can vary due to a variety of factors including destination, customs, and other logistical issues beyond our control. Most orders typically arrive within 7 to 14 days. However, in some exceptional cases, delivery may extend up to 30 days. We appreciate your understanding that these variations are a normal part of international shipping.
Refund Eligibility for Late Shipments:
Please note that a delay in delivery does not automatically qualify for a refund. Refunds for late delivery will only be considered if the item has not arrived within 30 days of the order date, and no tracking update shows the item in transit. We encourage customers to order well in advance if items are needed for specific events or dates to allow for unexpected delays. Refunds or compensation for delays caused by carrier issues, customs, or incorrect shipping information provided by the customer will not be honored.
To ensure the integrity of our returns process and to maintain the high standards we set for our products and customer satisfaction, all return requests will undergo a preliminary review by our support team. This review is crucial for verifying the legitimacy of claims, adhering to our commitment to quality and fairness.
- Our policy is to consider replacements or refunds solely for problems pertaining to the order itself. Items with damaged packaging, marks, indentations, or those considered 'defective' due to general wear will not qualify as manufacturing faults. Damaged packaging refers specifically to harm that impacts the product's functionality, while general wear includes conditions that do not impair the intended use of the item.
- Items must be in the unused state you received them in, including their original packaging, to qualify for a replacement or refund.
- Should a refund be requested on an order without any issues, the customer will be accountable for the shipping costs. This encourages careful consideration before initiating a return, aligning with our efforts to minimize unnecessary returns and maintain sustainability in our operations.
For quality assurance and efficient processing, returns are handled through our specialized international return centers. This process is integral to maintaining our high standards and ensuring that each case is thoroughly reviewed.
- Upon receipt and inspection of your return at our designated facility, we'll communicate via email to confirm that we've received your item and inform you about whether your request for a replacement or refund has been approved or denied.
- Approved requests will be processed promptly, with refunds credited back to your original method of payment within 3 to 5 working days.
We reserve the discretionary right to refuse replacements or refunds that we deem unreasonable. Unreasonable requests may include, but are not limited to, returns initiated due to buyer's remorse, minor aesthetic imperfections not affecting product performance, or claims made outside the stipulated reporting period.
Order Cancellation: You may cancel your order within the first hour of placing it. Post that timeframe, the order is logged into our systems and cancellation is no longer possible.