Refund policy
RETURN & REFUND POLICY
Last updated: September 1, 2026
At Auralis, we want you to feel confident with your purchase. This policy explains how returns, cancellations, damaged items and refunds are handled.
14-Day Return Period
You may request a return within 14 days of receiving your order.
To exercise your right to return or withdraw from your purchase, you can use the return/cancellation option available through your customer account or contact us at helpshopauralis@gmail.com
Please include your order number and the email address used to place your order.
The product may be inspected as reasonably necessary to determine its nature, characteristics and functionality. Customers may be responsible for any reduction in value caused by handling beyond what is reasonably necessary.
Return Address
Contact us.
Please contact us before returning an item. Do not send returns directly to our supplier or manufacturer unless we specifically instruct you to do so.
Return Shipping Costs
If you are returning an item because you changed your mind, the direct cost of returning the product is your responsibility, unless we state otherwise.
If the item you received is defective, damaged, incomplete or incorrect, Auralis will provide an appropriate solution and will cover return shipping costs where required by applicable consumer law.
Damaged, Defective or Incorrect Orders
Please inspect your order after delivery.
If your order arrives damaged, defective, incomplete or different from what you ordered, contact us as soon as possible at helpshopauralis@gmail.com
Please provide:
- Your order number
- A description of the problem
- Clear photos or video showing the issue
Depending on the circumstances and applicable law, we may offer a replacement, repair, price reduction or refund.
Refunds
Once your return has been received and reviewed, we will notify you about your refund.
Eligible refunds will be issued to the original payment method.
For customers exercising the statutory EU right of withdrawal, eligible refunds include the original standard delivery cost where required by law. Additional costs resulting from choosing a more expensive delivery method than our standard option are not refundable.
Where permitted by law, we may withhold the refund until we have received the returned goods or you provide evidence that they have been sent back.
After we issue a refund, your bank or payment provider may require additional processing time before the funds appear in your account.
Order Cancellations
If your order has not yet been fulfilled, you may request cancellation through your customer account or by contacting helpshopauralis@gmail.com
If the order has already been dispatched, we may not be able to stop the shipment. Any statutory withdrawal or return rights you have remain unaffected.
European Union Right of Withdrawal
Consumers located in the European Union generally have the right to withdraw from an online purchase within 14 days after receiving the goods, without giving a reason.
You may exercise this right using the electronic withdrawal function available through your order/customer account or by contacting us with a clear statement that you wish to withdraw from the contract.
Nothing in this policy limits any mandatory consumer rights available under applicable law.
Legal Guarantee
Products are also covered by any mandatory legal guarantee of conformity applicable in the customer's country.
In Spain, new consumer goods are generally covered by a three-year legal guarantee from delivery. This is separate from the 14-day right of withdrawal.
Exchanges
We do not currently operate a direct exchange system. If you would like a different item, please contact us so we can advise you on the available options.
Contact
For questions regarding returns, cancellations or refunds:
Auralis
Email: helpshopauralis@gmail.com