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Return, Exchange and Refund Policy

 

Return and Exchange Validity Period
We offer a 30-day return and exchange window. You have 30 days from the date you signed for and received the item to request a return or exchange. If 30 days have passed since the delivery of your order, we unfortunately cannot offer you a refund or exchange.

Conditions for Returns and Exchanges
We accept returns and exchanges under the following conditions:

  • Appearance Issues: The product has visible scratches, dents, or damage upon arrival.

  • Quality Issues: The product has structural defects or functional failures.

  • Sensory Issues: The product has a strong chemical odor or significant color difference from the photos displayed online.

  • Wrong Item Sent: The product received does not match the item ordered (e.g., wrong size, model, or material).

  • No Reason (Change of Mind): You simply changed your mind or no longer want the item.

Return Process

  • Initiate Request: Please contact us via email at contact@auraverida.com or by phone at +1 (646) 262-2837 to request a return. You must provide your order number, proof of payment, the reason for the return, and relevant videos or photos showing the issue.

  • Approval and Instructions: Our customer service team will process your application immediately. If your application is approved, we will inform you via your contact method and provide you with the specific return address.

  • Ship the Item: You need to send the item back to our designated return address.

  • Inspection and Refund: Once we receive the returned item, we will immediately inspect it to verify if it matches the situation you reported. If the inspection is successful, we will immediately arrange your refund. For more information on refunds, please refer to the "Refund Process" section below.

Exchange Process

  • Initiate Request: Please contact us via email at contact@auraverida.com or by phone at +1 (646) 262-2837 to request an exchange. You must provide your order number, proof of payment, the reason for the exchange, and relevant videos or photos.

  • Approval and Instructions: Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the return address.

  • Ship the Item: You need to send the original item back to our designated return address.

  • Inspection and Redispatch: Once we receive the item, we will immediately inspect it to ensure it matches your report. If the inspection is successful, we will arrange the new shipment within 1-3 business days. The estimated delivery time for the new item is 5-15 business days. The new item will be shipped to your address. For more details on delivery, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be returned to the original bank card account (Visa or MasterCard) used at the time of purchase.

  • Processing Time: Depending on the processing efficiency of different banking institutions, we estimate that the refund will arrive in your account within 1-5 business days. If you have not received it after this period, please contact us for assistance.

Fee Rules

  • Our Responsibility: For returns caused by appearance issues, quality issues, odors/severe color differences, or wrong items sent, we will bear the shipping costs.

  • Customer Responsibility: For "No Reason" (Change of Mind) returns or exchanges, you are responsible for the shipping costs associated with returning the item.

Return Labels
For your convenience, a return label is included inside every package we ship. You may use this label to facilitate your return process.

Liability Disclaimer
We are not liable for damages resulting from misuse, improper assembly by the customer, or normal wear and tear that occurs after the product has been successfully delivered and accepted. We reserve the right to refuse returns if the item returned does not match the condition reported in the application or if the item has been intentionally damaged.

Order Cancellation
If you wish to cancel your order, please contact us immediately. We accept order cancellations before the product has been shipped or produced. If the order is cancelled in time, you will receive a full refund. We cannot cancel the order if the product is already in transit.

Product Condition Requirements
To be eligible for a return (especially for "No Reason" returns), your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You also need to verify that all accessories and instruction manuals are included in the return package.

Contact Us
If you have any questions regarding our policy or need assistance, please contact us using the information below:

Address: 728 WEATHERSBY CHASE, HAMPTON, GA 30228-4867, United States
Phone: +1 (646) 262-2837
Email: contact@auraverida.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)