Return Policy

At AURUS Australia, we take great care to ensure that every package is delivered in perfect condition. However, we understand that in rare cases, items may arrive damaged or incomplete. Here’s how we handle such situations:

Conditions for Reporting Damage or Missing Parts

1. Notification Period:

   • You must report the issue to our customer service team within 7 days of receiving the item.
   • Claims made after this period may not be accepted.

2. Required Evidence:
   To process your claim, please provide the following:

   • Photos of the damaged item showing the issue clearly.
   • Photos of the packaging, including both the inner and outer parts, to identify potential transit damage.
   • A list of missing parts, if applicable, along with a photo of the received items.

What Happens Next?

1. Review of Evidence:

   • Once we receive your claim and supporting evidence, our team will review the case within 2–3 business days.

2. Resolution Options:
   Based on the situation, we will offer:

   • Replacement: We will send you a replacement item or the missing parts at no additional cost.
   • Refund: If a replacement is not possible, we will process a full or partial refund.
   • Repair (if applicable): For certain items, we may offer a repair solution if it is practical and acceptable to you.

3. Return of Damaged Items:

   • In some cases, we may request that the damaged item be returned for inspection.
   • If this is necessary, we will provide a prepaid return shipping label.

Important Notes

1. Inspection at Delivery:

   • If the package appears visibly damaged upon delivery, we recommend documenting this by taking photos before opening it.
   • If possible, report the damage to the delivery driver or courier service immediately.

2. Original Packaging:

   • Please retain all original packaging until the issue is resolved, as it may be required for return or inspection.

3. Shipping Costs:

   • All shipping costs for damaged items or missing parts will be covered by AURUS Australia.

4. Exclusions:

   • Damage caused by improper handling after delivery or failure to follow assembly instructions is not covered under this policy.

How to Submit a Claim

1. Contact us at ace@aurus.com.au or contact page within 7 days of receiving the item.
2. Provide the following details:
   • Your order number.
   • Photos of the damage or missing parts.
   • Photos of the packaging (inner and outer).
   • A brief description of the issue.
3. Our team will review your claim and guide you through the next steps.

Example of Proper Documentation

To ensure a smooth claims process, here is an example of what we expect:

1. A clear photo showing the damaged part of the item.
2. A photo of the box showing any external damage (dents, tears, etc.).
3. A photo of the packing materials and how the item was placed inside the box.

At AURUS Australia, we are committed to providing high-quality products. However, in rare cases, a product may not function as intended due to a manufacturing defect. Here’s how we handle such situations:

Conditions for Reporting Faulty Items

1. Notification Period:

   • Faulty items must be reported within the product’s warranty period (typically stated on the product page or in the accompanying documentation).
   • If no specific warranty period is mentioned, a default period of 30 days from the delivery date applies.

2. Required Evidence:
   To process your claim, you must provide:

   • Photos or videos demonstrating the fault or defect.
   • A description of the issue, including when and how the problem occurred.
   • Proof of purchase (e.g., your order confirmation email or receipt).

What Happens Next?

1. Review of Evidence:

   • Once we receive your claim and evidence, our team will review the case within 2–3 business days.

2. Resolution Options:
   Depending on the nature of the fault and the product type, we may offer the following:

   • Repair: If the fault is repairable, we will arrange for the product to be repaired at no cost to you.
   • Replacement: If the product cannot be repaired, we will provide a replacement.
   • Refund: If neither repair nor replacement is possible, we will issue a refund.

3. Return of Faulty Items:

   • In some cases, we may require the faulty item to be returned for inspection or repair.
   • If a return is necessary, we will provide a prepaid shipping label.

Important Notes

1. Manufacturer’s Warranty:

   • If the product is covered by a manufacturer’s warranty, we may refer you directly to the manufacturer for faster resolution.

2. Damage from Misuse:

   • Faults caused by misuse, improper installation, or accidental damage are not covered under this policy.

3. Shipping Costs:

   • If the fault is confirmed, all shipping costs (both return and replacement) will be covered by AURUS Australia.

4. Repair Timeframe:

   • Repairs, if applicable, will be completed within 7–14 business days from the date the item is received.

How to Submit a Claim

1. Contact our customer service team at ace@aurus.com.au or contact page  as soon as you identify the issue.
2. Provide the following details:
   • Order number.
   • A clear description of the issue.
   • Supporting evidence (photos or videos).
3. Follow the instructions provided by our team to proceed with the repair, replacement, or refund process.

Example of Proper Documentation

To ensure a smooth claims process, here are examples of what we expect:

1. A video showing the product not functioning as intended (e.g., not turning on, unusual noises).
2. A photo of the product’s serial number or other identifying details.
3. A description of the steps taken before the issue occurred (e.g., assembly or installation process).

At AURUS Australia, we strive to provide accurate and detailed product descriptions to help you make informed purchasing decisions. However, if you believe that the item you received does not match the description on our website, here’s how we handle such situations:

Conditions for Reporting a Mismatch

1. Notification Period:

   • Claims must be made within 7 days of receiving the item.

2. Required Evidence:
   To process your claim, please provide the following:

   • Photos of the item received, clearly showing the discrepancy.
   • A screenshot or description of the product listing on our website, highlighting the differences.
   • Proof of purchase (e.g., order confirmation email or receipt).

What Happens Next?

1. Review of Evidence:

   • Once we receive your claim and supporting evidence, our team will review the case within 2–3 business days.

2. Resolution Options:
   If the claim is confirmed, we will offer one of the following:

   • Replacement: We will send the correct item at no additional cost.
   • Refund: If a replacement is not possible, we will process a refund.
   • Repair/Adjustment (if applicable): For certain items, we may offer a solution to make the product meet your expectations.

3. Return of Incorrect Items:

   • In most cases, the incorrectly sent item must be returned.
   • We will provide a prepaid return shipping label for your convenience.

Important Notes

1. Minor Differences:

   • Slight variations in color, size, or design may occur due to differences in screen resolution, lighting, or manufacturing processes. These do not qualify as a significant mismatch.

2. Original Condition:

   • The item must be returned in its original condition, unused, and with all packaging and accessories intact.

3. Shipping Costs:

   • If the mismatch is confirmed, all shipping costs for returns and replacements will be covered by AURUS Australia.

4. Verification:

   • If the mismatch is not confirmed, the customer may be responsible for return shipping costs or additional charges.

How to Submit a Claim

1. Contact our customer service team at ace@aurus.com.au or call contact page  within 7 days of receiving the item.
2. Provide the following details:
   • Order number.
   • Description of the discrepancy.
   • Supporting evidence (photos and a screenshot of the product description).
3. Follow the instructions provided by our team to return the item or receive further assistance.

Example of Proper Documentation

To ensure a smooth claims process, here are examples of what we expect:

1. A photo of the item you received next to the website description (e.g., screenshot or printed copy).
2. A close-up of specific features that do not match (e.g., size, color, design details).
3. A detailed description explaining how the item differs from your expectations based on the product listing.

Exclusions from the Policy

• Subjective differences (e.g., color perceived differently due to monitor settings).
• Customer misunderstanding of the product specifications if they were clearly stated.
• Custom or personalized items, unless there is a significant error in production.

At AURUS Australia, we work with trusted delivery partners to ensure your orders arrive on time and in perfect condition. However, in rare cases, an item may be delayed or lost during transit. Here’s how we handle such situations:

Conditions for Reporting Non-Delivery

1. Notification Period:

   • If your item has not been delivered within the estimated delivery timeframe, you must report the issue to our customer service team within 14 days of the expected delivery date.

2. Required Information:
   To process your claim, please provide the following:

   • Order number.
   • Delivery address used for the order.
   • Any tracking details you may have received.

What Happens Next?

1. Investigation:

   • Once we receive your report, we will immediately contact the courier service to investigate the status of your shipment.
   • This process may take up to 5–7 business days, depending on the courier’s response.

2. Resolution Options:
   If the item is confirmed as lost:

   • Replacement: We will send a replacement item at no additional cost.
   • Refund: If a replacement is not possible, we will process a full refund.

Important Notes

1. Tracking Details:

   • Ensure you check the tracking information provided with your order confirmation email before reporting non-delivery.

2. Delivery Confirmation:

   • If the courier service marks the item as “delivered,” but you have not received it, please:
     • Check with neighbors or building security.
     • Verify the delivery location (e.g., front porch, mailbox).
     • Notify us immediately for further investigation.

3. Unsuccessful Delivery Attempts:

   • If the courier attempted delivery but was unable to complete it (e.g., no one was available to receive the package), the item may be held at a local depot.
   • It is the customer’s responsibility to arrange redelivery or pickup within the courier’s timeframe.

4. Lost During Transit:

   • If the item is confirmed lost by the courier, all shipping costs for replacements or refunds will be covered by AURUS Australia.

5. Excluded Cases:

   • AURUS Australia is not liable for delivery issues caused by incorrect or incomplete shipping addresses provided by the customer.

How to Submit a Claim

1. Contact us at ace@aurus.com.au or contact page  within 14 days of the expected delivery date.
2. Provide the following details:
   • Your order number.
   • The delivery address used for the order.
   • Tracking number (if available).
3. Our team will investigate and update you within 5–7 business days.

Example Scenarios and Resolutions

1. Scenario 1:

   • Tracking shows the item as “delivered,” but the customer did not receive it.
   • Resolution: We will verify the issue with the courier and, if necessary, arrange for a replacement or refund.

2. Scenario 2:

   • The item is confirmed lost by the courier during transit.
   • Resolution: We will immediately send a replacement or process a refund.

3. Scenario 3:

   • The courier attempted delivery but was unable to leave the package.
   • Resolution: The customer is responsible for arranging redelivery or pickup with the courier.

At AURUS Australia, many of our products are covered by a 12-month manufacturer’s warranty. This warranty protects against defects in materials or workmanship but requires strict evidence to confirm the issue is related to a manufacturing fault, not improper use or external factors.

Key Conditions for Warranty Claims

1. Eligibility:

   • The issue must be a manufacturing defect (e.g., material failure, assembly fault).
   • Damage caused by misuse, incorrect installation, accidents, or normal wear and tear is not covered.

2. Evidence Required by the Manufacturer:

   • Clear photos or videos showing the exact issue with the product.
   • A detailed description of how and when the issue occurred.
   • Proof that the product was used and installed according to the manufacturer’s guidelines (e.g., photos of setup or use).
   • Proof of purchase (e.g., order confirmation email or receipt).

What to Expect

1. Strict Review Process:

   • The manufacturer has a detailed process for verifying warranty claims and may reject claims without sufficient evidence.
   • In some cases, the manufacturer may request additional documentation or a physical inspection of the product.

2. Resolution Options:

   • Repair: If the defect is confirmed, the manufacturer will repair the product at no cost.
   • Replacement: If repair is not possible, a replacement will be provided.
   • Rejection: If the issue is determined to be caused by misuse, wear and tear, or other excluded factors, the warranty claim will be denied.

3. Inspection Requirement:

   • The product may need to be shipped to the manufacturer or an authorized service center for inspection.
   • The customer must cover shipping costs for rejected claims.

Important Notes

1. Manufacturer’s Role:

   • Warranty claims are handled directly with the manufacturer, and AURUS Australia assists in facilitating the process.

2. Strict Evidence Requirements:

   • Due to the detailed review process, claims without sufficient evidence may be delayed or denied.
   • Ensure all requested photos, videos, and descriptions are submitted promptly.

3. Exclusions from Warranty Coverage:

   • Misuse, improper installation, or lack of maintenance.
   • Accidental damage or external factors (e.g., water exposure, physical impact).
   • Wear and tear from normal use.

How to Submit a Claim

1. Contact our customer service team at ace@aurus.com.au or contact page to initiate your claim.
2. Provide the following details:
   • Order number.
   • Detailed description of the issue.
   • Photos or videos showing the problem.
   • Proof of purchase.
3. Follow the instructions to submit the product for inspection or further review.

Why Do We Require Strong Evidence?

The manufacturer’s warranty process is designed to protect both customers and the company from improper claims. By providing detailed evidence, you help ensure a faster resolution and avoid unnecessary delays.

At AURUS Australia, we understand that sometimes you may change your mind about a purchase. Our 30-day change-of-mind return policy gives you flexibility to return eligible items within this period. To ensure fairness for all customers, certain conditions must be met.

Eligibility for Change-of-Mind Returns

1. Timeframe:

   • Items must be returned within 30 days from the date of delivery.

2. Product Condition:

   • The item must be unused, in its original packaging, and in a condition suitable for resale.
   • All original components, accessories, manuals, and tags must be included.

3. Exclusions:

   • Items marked as non-returnable (e.g., clearance or custom-made products).
   • Items with signs of use, damage, or missing components.

Return Process

1. Request a Return Authorization:

   • Contact us at ace@aurus.com.au or contact page to request a return authorization.
   • Provide your order number and reason for return.

2. Prepare the Item for Return:

   • Pack the item securely in its original packaging to prevent damage during transit.
   • Include all original components, manuals, and accessories.

3. Ship the Item to Us:

   • Return shipping costs are the responsibility of the customer.
   • Use a reliable courier service with tracking to ensure safe delivery.

4. Inspection Upon Receipt:

   • Once we receive the returned item, our team will inspect it to confirm it meets the eligibility criteria.

5. Refund Process:

   • If the item passes inspection, we will process your refund within 5–7 business days.
   • Refunds will be issued to the original payment method, minus any applicable restocking fees.

Important Notes

1. Refund Approval:

   • Refunds are only processed after we receive and inspect the item.
   • If the item does not meet the return criteria (e.g., shows signs of use, damaged, incomplete), the refund may be reduced or denied, and the item may be returned to you at your expense.

2. Customer Responsibility for Shipping Costs:

   • Customers are responsible for all return shipping costs, including packaging, unless the return is due to an error on our part.

3. Condition of the Item:

   • Returned items must be in resalable condition. Damage or missing packaging will result in a reduced refund or denial of the return.

4. Documentation:

   • Please retain your purchase receipt or confirmation email, as it will be required to process the return.

Examples of Non-Returnable Items

• Personalized or custom-made products.
• Clearance or final sale items.
• Products with hygiene or safety seals that have been broken (e.g., personal care items).

How to Submit a Change-of-Mind Return

1. Contact us at ace@aurus.com.au with your order number and reason for return.
2. Ship the item to the return address provided by our team.
3. Once the item is received and inspected, we will notify you of the refund status.

Why Choose AURUS Australia?

Our 30-day change-of-mind policy provides flexibility while maintaining fairness for all customers. Your satisfaction is our priority, and we are committed to making your shopping experience stress-free.