Refunds, Returns & Warranty Policy
At Aurora, we are committed to ensuring our customers are 100% satisfied with their purchases. If you are not satisfied with your order for any reason, we are here to help. Please review the return process and policies outlined below.
Common Return Reasons and Solutions
1. Arrived Late
— If your order arrives later than the promised delivery time, you are eligible for a refund of your shipping charge as compensation.
2. Defective/Manufacturing Defects/Quality Issues
— If the product is defective or has quality issues, we will send you a replacement free of charge.
3. Doesn't Suit Me (Wrong Model/Color Ordered)
— You may return or exchange the product, but you are responsible for the return shipping fee.
4. Changed Opinion (Item No Longer Desired)
— You may return or exchange the product, but you are responsible for the return shipping fee.
5. Wrong Item Received (Wrong/Missing Item from the Package)
— You may return the incorrect item, and we will cover the return shipping fee, or we will send you a replacement free of charge.
6. Parcel Damaged on Arrival
— If your package arrives damaged, we will send you a replacement free of charge.
7. Incorrect Shipping Information Provided
— Please double-check your shipping information when placing orders. If you need to update your shipping details, contact us immediately to assist with corrections.
8. Other (Please Specify in Additional Notes)
— Please contact us directly, and we will work with you to resolve the issue.
How to Return Your Order
If you need to return all or part of your order, please follow the steps below:
- Contact Us: Email us at info@aurora-projector.com within 30 days of receiving your order to request a return. Please include your order number and the reason for the return.
- Approval & Return Address: Our customer service team will confirm if your return is accepted and provide you with the correct return address.
- Prepare Your Return: Securely pack the product(s) in the original packaging, including all accessories and items that came with it.
- Ship the Return: Send the package to the return address provided and share the tracking number with our customer service team.
- Refund Process: Once we receive and inspect your returned item(s), we will process your refund within 5 days using the original payment method.
Non-Returnable Items
Products that meet the following criteria cannot be returned:
- Pre-ordered products.
- Items are not in their original condition.
Products Damaged on Arrival
If your product was damaged during transit, please:
- Take clear photos or videos of the damaged item on a flat surface where the defect and label are visible.
- Email the photos and a description of the issue to info@aurora-projector.com within 5 days of receiving your order.
We will send a replacement product free of charge. If a second defect occurs, we will issue a full refund.
2-Year Warranty
All Aurora products are covered by a 2-year warranty against manufacturing defects.
If your item develops a fault after the 30-day return period, we will repair or replace it free of charge. To process a warranty claim, we require proof of purchase and clear evidence of the defect (such as a short video or photo).
In some cases, the item may need to be returned to us for inspection. This warranty does not cover damage caused by misuse, accidental damage, or normal wear and tear.
Additional Information
- Contact Us: If you have any questions or need further assistance, please reach out to us via email at info@aurora-projector.com. Our team is available five days a week (Mon-Fri) and will respond as quickly as possible.
- Return Process: All returns must be approved by our customer service before shipping. Unauthorised returns will not be accepted.
Thank you for choosing Aurora. We appreciate your business and are here to ensure your satisfaction with our products.
