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Refunds & Return

What is Auralu policy?

Auralu can accept your return within the first 90 days for a refund after you receive your package. If within 90 days you haven’t request for a return, sorry we could not help you for a refund due to our policy.

If you are eligible for our return policy, please note that we would not afford the shipping cost of your return if for personal reasons’ return, and your return goods and package should be in a good condition.

How do I start the return process?

To begin the return process, please email support@auralu-au.com with your order number and the reason for your return.

 

What if I don’t have my order number?

To locate your order number, we will need a valid email address, your full name, and your shipping address for the order. The order number can also be found on your Auralu account, your packing slip, as well as your order confirmation emails.

 

How should I package my return?

Please use a cardboard box to ship your return and include one paper of your order ID inside the package. Fill up any excess space in your package using packing peanuts/bubble wrap to ensure that your item is not damaged while in transit to us. Items that are returned damaged due to poor packaging will not be eligible for a refund.

 

How long will Auralu take to process my return?

It takes anywhere from 5-7 business days to process a return once it has been delivered to our warehouse. If approved, your refund will be issued within 48 hours of processing your return. For US credit cards, it typically takes 2-3 business days for the refund to post onto your account. For international credit cards, it can take anywhere from 5-7 business days for the funds to appear (sometimes longer depending on your financial institution’s policy).The return address will be provided by Auralu,we kindly ask you do not post a return to us without contacting us first.

If you still have not received your refund yet, please contact us at support@auralu-au.com

Please contact us for the return address. The return address issued by the customer service center shall prevail. We do not bear any risk of loss of goods due to unreasonable returns without contacting us.

If I need to return my order for a refund, am I required to return the free gifts that came along with it?

No :) Please feel free to keep any free gifts that came with your order at the time of purchase.

 

Does Auralu provide return labels?

We do not provide shipping labels for returns nor do we cover the cost for domestic or international returns except specific situations.

 

What happens if my return is lost in the mail?

We highly recommend saving your return tracking number until you have received confirmation from Auralu that your package has been processed. Always take a photo of your return slip from the courier as it may help in the off chance that your package is lost while in transit back to Auralu. Refunds can not be issued for items that are not received safely back to Auralu. However, a claim can be opened if you provide a return tracking number which shows a confirmed delivery back to Auralu.

 

Why did I not receive a full refund?

Shipping fees for all orders are nonrefundable, please note that we may deduct it from your refunds. There are also some certain situations where only partial refunds are granted.

 If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.