Return Policy

1. The Item Arrived Damaged or Missing Parts

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

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 unless required under Australian Consumer Law.

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

• Photos of the damaged item showing the issue clearly.

• Photos of the packaging (inner and outer) to identify potential transit damage.

• A list of missing parts, if applicable, along with a photo of the received items.

What Happens Next

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

Resolution Options:
Based on the situation, we will offer one of the following remedies:

• Replacement: A new item or missing parts sent at no cost.

• Refund: If replacement is not possible, a full or partial refund will be processed.

• Repair (if applicable): For certain items, a repair solution may be offered if practical and acceptable to you.

Return of Damaged Items:
In some cases, we may request that the damaged item be returned for inspection. Returned items must include all original parts and packaging. If this is necessary, we will provide a prepaid return shipping label.

Important Notes

• Inspection at Delivery: If the package appears visibly damaged upon delivery, please take photos before opening it and, if possible, report it to the courier immediately.

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

• Shipping Costs: All verified claims for damaged or missing items will be covered by AURUS Australia.

• Exclusions: Damage caused by improper handling after delivery or failure to follow assembly instructions is not covered.

How to Submit a Claim

Contact us at ace@aurus.com.au or via our Contact Page.
Please include:

• Your order number

• Photos of the damage or missing parts

• Photos of the packaging (inner and outer)

• A brief description of the issue

Our team will review your claim and guide you through the next steps.

Example of Proper Documentation

• A clear photo showing the damaged part of the item.

• A photo of the box showing any external damage (dents, tears, etc.).

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

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, unless otherwise required under Australian Consumer Law.

Required Evidence:
To process your claim, please provide:

• Photos or videos clearly demonstrating the fault or defect.

• A description of the issue, including when and how the problem occurred.

• Proof of purchase (e.g., order confirmation email or receipt).

Claims without sufficient evidence may not be processed.

What Happens Next

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

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

• 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 item.

• Refund: If neither repair nor replacement is possible, we will issue a refund.

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 and the fault is verified, we will provide a prepaid shipping label.

Important Notes

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

• Damage from Misuse:
  Faults caused by misuse, improper installation, accidental damage, unauthorised modification, or repair are not covered under this policy.

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

• Repair Timeframe:
  Repairs, if applicable, will be completed within 7–14 business days, depending on parts availability.

How to Submit a Claim

Contact our customer service team at ace@aurus.com.au or via our Contact Page as soon as you identify the issue.
Please provide the following details:

• Order number.

• A clear description of the issue.

• Supporting evidence (photos or videos).

Follow the instructions provided by our team to proceed with the repair, replacement, or refund process.

Example of Proper Documentation

• A video showing the product not functioning as intended (e.g., not turning on, unusual noises).

• A photo of the product’s serial number or identifying details.

• 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

Notification Period:
Claims should be made within 7 days of receiving the item, unless otherwise required under Australian Consumer Law.

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

• Photos of the item received, clearly showing the discrepancy.

• A screenshot or written description of the product listing from our website, highlighting the differences.

• Proof of purchase (e.g., order confirmation email or receipt).

What Happens Next

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

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 issue a refund.

• Repair or Adjustment (if applicable): For certain items, we may offer a solution to make the product meet your expectations.

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

• Minor Differences:
  Slight variations in colour, size, or design may occur due to differences in screen resolution, lighting, or manufacturing processes.
  These minor variations that do not affect product functionality or intended use do not qualify as a significant mismatch.

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

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

• Verification:
  If the mismatch is not confirmed, the customer may be responsible for return shipping costs or additional charges, as permitted under Australian Consumer Law.

How to Submit a Claim

Contact our customer service team at ace@aurus.com.au or via our Contact Page within 7 days of receiving the item.
Please include:

• Order number.

• Description of the discrepancy.

• Supporting evidence (photos and a screenshot of the product description).

Our team will review your claim and guide you through the next steps.

Example of Proper Documentation

• A photo of the item you received next to the website description (screenshot or printed copy).

• A close-up of specific features that do not match (e.g., size, colour, design details).

• A brief explanation of how the item differs from your expectations based on the product listing.

Exclusions from the Policy

• Subjective differences (e.g., colour perceived differently due to monitor settings).

• Customer misunderstanding of the product specifications if they were clearly stated.

• Custom or personalised items, unless there is a significant production or labelling error.

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

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, unless otherwise required under Australian Consumer Law.

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

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

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

• Tracking Details:
  Please check the tracking information provided with your order confirmation email before reporting non-delivery.

• Delivery Confirmation:
  If the courier marks the item as “delivered,” but you have not received it:

  • Check with neighbours or building management.

  • Verify common delivery areas (front porch, letterbox, parcel locker).

  • Notify us immediately for further investigation.

  • If delivery was made under Authority to Leave (ATL), the order will be considered successfully delivered once confirmed by the courier tracking system.

• 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.
  If the parcel is returned to sender due to non-collection, reshipping costs will be the customer’s responsibility.

• 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.

• Excluded Cases:
  AURUS Australia is not liable for delivery issues caused by incorrect or incomplete shipping addresses provided by the customer, or for courier handling errors beyond our control.

How to Submit a Claim

Contact us at ace@aurus.com.au or via our Contact Page within 14 days of the expected delivery date.
Please include:

• Your order number

• The delivery address used for the order

• Tracking number (if available)

Our team will investigate and update you within 5–7 business days.

Example Scenarios and Resolutions

Scenario 1: Tracking shows “delivered,” but the customer did not receive the parcel.
→ We will verify the issue with the courier and, if appropriate, arrange a replacement or refund.

Scenario 2: The item is confirmed lost during transit.
→ We will immediately send a replacement or process a refund.

Scenario 3: The courier attempted delivery but could not leave the parcel.
→ The customer must arrange redelivery or pickup. If the parcel is returned to us, reshipping costs will apply.

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 clear evidence that the issue is due to a manufacturing fault, not improper use or external factors.

Key Conditions for Warranty Claims

Eligibility:

• The issue must be a manufacturing defect (e.g., material failure, assembly fault).

• Damage caused by misuse, incorrect installation, accidents, unauthorised modification, or normal wear and tear is not covered.

Evidence Required by the Manufacturer:

• Clear photos or videos showing the exact issue.

• A detailed description of how and when the issue occurred.

• Proof that the product was used and installed in accordance with the manufacturer’s guidelines (e.g., photos of setup or installation).

• Proof of purchase (e.g., order confirmation email or receipt).

Claims without sufficient evidence may not be processed.

What to Expect

Strict Review Process:

• The manufacturer has a formal process for verifying warranty claims and may reject claims without sufficient evidence.

• In some cases, the manufacturer or authorised technician may request additional documentation or a physical inspection of the product.

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, normal wear and tear, or other excluded factors, the warranty claim will be denied.

Inspection Requirement:

• The product may need to be shipped to the manufacturer or an authorised service centre for inspection.

• If the fault is confirmed, all shipping costs will be covered by AURUS Australia.

• If the claim is rejected, the customer may be responsible for shipping costs, as permitted under Australian Consumer Law.

Important Notes

• Manufacturer’s Role:
  Warranty claims are handled directly with the manufacturer, with AURUS Australia assisting in facilitating the process.

• Strict Evidence Requirements:
  Claims without detailed evidence may be delayed or denied. Please ensure all requested photos, videos, and descriptions are submitted promptly.

• Exclusions from Coverage:

  • Misuse, improper installation, or lack of maintenance

  • Accidental damage or exposure to external factors (e.g., water, impact, heat)

  • Normal wear and tear resulting from regular use

Your Rights under Australian Law

This manufacturer’s warranty is in addition to your rights under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010).
You are entitled to a replacement or refund for a major failure, and to have the product repaired or replaced if it fails to be of acceptable quality.

How to Submit a Claim

Contact our customer service team at ace@aurus.com.au or via our Contact Page to initiate your claim.
Please provide:

• Order number

• Detailed description of the issue

• Photos or videos showing the problem

• Proof of purchase

Follow the instructions provided to submit the product for inspection or review.

Why We Require Strong Evidence

The manufacturer’s warranty process is designed to protect both customers and the company from invalid claims.
By providing accurate and 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.
Please note that change-of-mind returns are offered as a goodwill policy and are not required under Australian Consumer Law.

Our 30-day change-of-mind policy provides flexibility for eligible items, while ensuring fairness and product integrity.

Eligibility for Change-of-Mind Returns

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

Product Condition:

• The item must be unused, unopened, in its original packaging, and in a condition suitable for resale.

• All original components, accessories, manuals, and tags must be included.

• Items with broken seals, damaged packaging, or visible signs of use may not qualify for a full refund.

Exclusions:

• Items marked as non-returnable (e.g., clearance, custom-made, or special-order products).

• Items showing signs of use, installation, or modification.

• Products with hygiene or safety seals that have been broken (e.g., personal care items).

Return Process

Request a Return Authorisation:
Contact us at ace@aurus.com.au or via our Contact Page to request a return authorisation.
Provide your order number and reason for return.

Prepare the Item for Return:

• Pack the item securely in its original packaging.

• Include all components, manuals, and accessories.

Ship the Item to Us:

• Return shipping costs are the responsibility of the customer.

• We recommend using a reliable courier service with tracking.

Inspection Upon Receipt:

• Once we receive the returned item, our team will inspect it within 2–3 business days to confirm eligibility.

• Refunds are only processed after inspection confirms that the product meets all return conditions.

Refund Process:

• If approved, refunds will be issued to the original payment method within 5–7 business days.

• A restocking fee (up to 15%) may apply, depending on the item’s condition.

Important Notes

• Refund Approval: Refunds are only processed after inspection.
  If the item does not meet the return criteria (e.g., signs of use, damage, incomplete packaging), the refund may be reduced or denied at our discretion.

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

• Condition of the Item: Returned items must be in resalable condition. Opened packaging or damaged boxes may result in a reduced refund.

• Documentation: Please retain your purchase receipt or order 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 broken hygiene or safety seals.

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 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 providing a transparent and reliable returns experience.

Return of Modified or Cut Products

If you have modified the product (for example, cut or shaped a key blade) but the key cannot be installed or programmed, don’t worry — a return may still be possible.

However, because the product has been altered after purchase, we must ensure that the issue is not caused by the modification.
For this reason, returns for modified items will only be accepted if you provide clear evidence that the product cannot be installed or used as intended.

Acceptable evidence includes:

1. Make and Send a short video with a clear description of your problem showing the issue during installation or programming.
   This helps us understand the situation and verify whether the product fault falls under warranty.
   As permitted under the Australian Consumer Law (Schedule 2 of the Competition and Consumer Act 2010), we may request reasonable evidence (such as photos or videos) to verify a claimed defect before approving a return or refund.
   This ensures that all assessments are fair, accurate, and consistent with Australian consumer rights.
2. Returning the key to us for professional inspection and diagnosis (please note that the process may take some time). As inspections are carried out by qualified professionals, if the product is found to be fully functional and the issue was not caused by a manufacturing defect, the inspection and return shipping costs may be charged to the customer in accordance with Australian Consumer Law.
3. Professional Installation Report: 
   

   You may take the key to a licensed locksmith or auto-key specialist for installation/programming.
   If they are unable to complete programming or installation, please ask them to email a written report to ask@aurus.com.au.
   The report should include:

   • business name and contact details of the specialist,

   • vehicle make/model/year/VIN (if available),

   • key part/type used,

   • brief description of the steps attempted and diagnostic outcome,

   • date and technician’s name.

   We may contact the specialist to verify the report. Acceptance of any refund or replacement remains subject to inspection and verification.

Please note: returns or refunds for modified products cannot be approved without one of the above forms of evidence.

If no sufficient evidence is provided, or if inspection shows that the modification caused the issue, the return or refund cannot be approved.

We reserve the right to inspect any returned item and to refuse a refund or replacement if the product shows signs of misuse, damage, or incorrect installation.