Refund policy
Returns & refunds
Effective: April 16, 2025
At Aura Devices, we take pride in delivering innovative, high-quality products—and we want you to love your experience with us. If something isn’t quite right, we’re here to help within the framework of the policy below, which is designed to be fair, transparent, and consistent.
1. Eligibility for Returns
To qualify for a return and refund, the following conditions must be met:
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Product Condition: Products must be returned in working condition and free from mechanical damage (such as cracks, breaks, or signs of misuse).
Products that are damaged after delivery due to improper use or accidents are not eligible for a refund. -
Complete Packaging: Items must be returned with all original packaging and contents, including accessories, inserts, user guides, stickers, and any other materials that came in the box. Incomplete returns cannot be processed.
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Photo Confirmation Before Return: Before we can approve a return, we ask that you provide clear photos of the device and all included packaging contents. This helps confirm everything is ready for return and avoids delays later.
Note: If the product is faulty—whether on arrival or during normal use—and the issue is not caused by misuse or accidental damage, we will assist you with a refund, replacement, or repair, as required by our warranty or your local consumer protection laws.
2. Return Process
We’ve made returning your device easy:
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Request a Return
Contact our support team at support@auradevices.io within 15 days of delivery (return window) to request a return. We’ll guide you through the next steps. -
Get Your Free Return Label
If your return request meets the conditions above, we’ll send you a prepaid return shipping label. There’s no cost to you for return shipping. -
Ship Within 10 Days
Once you receive your return label, please ship the product within 10 calendar days. If the product is not shipped during this timeframe, your return request will be considered canceled.
3. What Happens After You Ship the Return
Once you ship your return using the prepaid label, here’s what happens next:
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Inspection Upon Arrival
Our warehouse team will inspect the returned product to confirm: -
The device is in working, undamaged condition
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All original packaging and box contents are included
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The return matches the photos provided before shipment
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If Everything Checks Out
We’ll approve your return and issue a refund to your original payment method within 10 business days from the date the product was shipped. -
If There Are Issues
If we find missing components or signs of damage not disclosed beforehand, your return may be declined. In such cases, we’ll contact you to explain the issue and give you the option to have the item shipped back to you (shipping costs may apply).
4. Additional Terms
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Shipping Fees Are Non-Refundable
Any original shipping costs (if applicable) are not refundable. -
Unauthorised or Incomplete Returns
Items sent without return authorization or that do not meet the conditions above may be declined and returned to you at your expense. -
Your Legal Rights Are Protected
This policy does not override any rights you may have under local consumer protection laws, including the Australian Consumer Law or the UK Consumer Rights Act 2015.
