Return & Refund Policy

1. Your Right to Return

The 14-day withdrawal period begins on the day you (or a third party you designate) physically receive the goods. For orders of multiple items delivered separately, the period begins upon receipt of the last item.

You must communicate your decision to return (withdraw) within those 14 days. You then have a further 14 days to physically return the goods to us.

Even outside the EU, we aim to offer the same fair return experience — please contact us to discuss your situation.

2. Return Conditions

To qualify for a full refund, returned items should meet the following conditions:

• Unused or minimally used: The product should be in the same or substantially similar condition as when received. You may inspect and test the product as you would in a physical store — this is your right under EU law.
• All components present: All accessories, cables, manuals, and included components should be returned together with the main product.
• Original packaging (recommended, not required): Returning the product in its original packaging is strongly recommended to prevent transit damage, but is not a legal requirement for a valid return.

If a returned item shows excessive use, damage caused by the customer, or missing components, we reserve the right to deduct an amount from the refund to reflect the diminished value of the goods. We will notify you of any such deduction before processing.

We will never refuse a return on the sole grounds that original packaging is missing.

3. How to Initiate a Return

Starting a return with AuraTech is simple. Follow these steps:

1. Contact us by email within the 14-day withdrawal period:
   support@auratech.store
   Subject line: "Return Request – Order #[YOUR_ORDER_NUMBER]"
2. Include the following in your email:
   • Your full name
   • Order number (found in your confirmation email)
   • The item(s) you wish to return
   • Reason for return (optional, but helpful for improving our service)
   • Photo(s) of the item if it is defective or damaged
3. Wait for our confirmation — we will respond within 1–2 business days with your return authorization and a return address.
4. Pack and ship the item within 14 days of your return request. Use secure, protective packaging and keep your proof of postage.
5. Share your tracking number with us so we can monitor the return shipment.

Once we receive and inspect the returned item, we will process your refund promptly (see Section 5).

4. Return Shipping

4.1 Customer-Initiated Returns (Change of Mind)

If you are returning a product under your 14-day right of withdrawal (change of mind, not defective), the cost of return shipping is borne by the customer. This is standard practice under EU law when the right of withdrawal is exercised.

We recommend using a tracked shipping service and retaining your proof of postage. AuraTech is not responsible for packages lost or damaged during return transit.

4.2 Defective, Damaged, or Incorrect Items

If you are returning an item because it is defective, arrived damaged, or is not the item you ordered, AuraTech covers all return shipping costs. We will either:

• Provide a prepaid return shipping label, or
• Reimburse your reasonable return shipping costs upon receipt of a receipt/proof of postage

In many cases involving clearly defective or incorrect items, we may issue a full refund or replacement without requiring the product to be returned at all. We will advise you on the best course of action after you contact us.

5. Refund Process

5.1 Refund Timeline

Once we receive your returned item and verify its condition, we will initiate your refund within 14 calendar days (as required by EU Directive 2011/83/EU). In practice, we typically process refunds within 3–5 business days of receiving the return.

We may withhold the refund until we receive the returned goods or until you provide proof of return shipment — whichever is earlier.

5.2 Refund Method

Refunds are issued to the same payment method used for the original purchase:

• PayPal: Refund appears in your PayPal account within 3–5 business days
• Credit/Debit Card: Refund typically appears on your statement within 5–10 business days (depending on your card issuer)

We do not charge any fees for processing refunds. The full refund amount (less any applicable deductions for diminished value) will be credited to your original payment method.

5.3 What Is Refunded

For change-of-mind returns, you will receive:

• The full product price
• The cost of standard outbound delivery (if you paid for shipping). Note: if you upgraded to express shipping, only the cost of our cheapest standard delivery is refunded, not the express surcharge

Return shipping costs are not refunded for change-of-mind returns (they are your responsibility as per Section 4.1).

6. Defective or Wrong Products

Contact us at support@auratech.store within 30 days of delivery with:

• Your order number
• A clear description of the defect or error
• Photographs or video of the defect / incorrect item

Upon verification, we will offer you the following at no additional cost:

• Full refund to your original payment method, including any return shipping costs
• Free replacement of the same product, dispatched with priority shipping

In many cases of clear defects or wrong items, we will issue a full refund or dispatch a replacement without requiring the defective item to be returned — we will confirm this when you contact us.

If the defect appears after delivery and is covered under the 2-year EU legal guarantee, please see Section 8 (Warranty Claims).

7. Non-Returnable Items

Certain product categories are excluded from the 14-day right of withdrawal under EU Directive 2011/83/EU, Article 16. The following items cannot be returned once the conditions below apply:

• Digital downloads and software: Once a digital product has been downloaded, streamed, or accessed — with your prior express consent to waive the withdrawal right — it cannot be returned
• Sealed hygiene and personal care products: Products with health or hygiene implications that have been unsealed after delivery (e.g., certain in-ear devices, personal grooming items) cannot be returned once the sealed packaging has been opened
• Customized or personalized items: Products made to your specific specifications or clearly personalized to your requirements cannot be returned
• Perishable goods: Any goods that expire rapidly or deteriorate quickly (not typically sold by AuraTech, but stated for completeness)
• Items inseparably mixed: Goods that have, after delivery, become inseparably mixed with other items

If you are unsure whether a specific product is returnable, please contact us before making your purchase at support@auratech.store.

Please note: these exclusions apply to change-of-mind returns only. If any of these items are defective or not as described, you are still entitled to a remedy under the legal guarantee (Section 8).

8. Warranty Claims

8.1 What the Warranty Covers

The 2-year legal guarantee covers defects that existed at the time of delivery or that arise due to manufacturing faults, including:

• Product not functioning as described or advertised
• Materials or workmanship defects
• Product not fit for its normal intended purpose

8.2 What the Warranty Does Not Cover

• Physical damage caused by the customer (drops, liquid damage, misuse)
• Normal wear and tear from regular use
• Damage from unauthorized modifications or repairs
• Damage from failure to follow operating instructions

8.3 Presumption of Defect

For defects that appear within the first 12 months of delivery, it is legally presumed that the defect existed at the time of delivery — you do not need to prove this. For defects appearing between months 13 and 24, you may need to demonstrate that the defect is not the result of misuse.

8.4 Your Remedies Under Warranty

If a product is defective within the warranty period, you are entitled to (in order):

1. Free repair or replacement
2. A proportionate price reduction or a full refund, if repair/replacement is not possible or fails

8.5 How to Submit a Warranty Claim

Email support@auratech.store with the subject: "Warranty Claim – Order #[YOUR_ORDER_NUMBER]". Include your order number, a description of the fault, and photographic or video evidence. We will respond within 3 business days with next steps.

9. Contact for Returns

Our customer support team is ready to assist you with any return, refund, or warranty inquiry. Please reach out — we aim to make every return experience as smooth and stress-free as possible.

You can also review your rights and our full Terms at the following links:

• Full Terms of Service
• Contact & Support Page
• EU ODR Platform (external)