Refund policy

Refund & Warranty Policy – Auro Brands

We stand behind every AuroNote device we ship. Every order comes with two protections: a 30-Day Money-Back Guarantee and a 120-Day Replacement Warranty.

30-Day Money-Back Guarantee

If you're not satisfied for any reason, you can return your device for a full refund — no questions asked.

How it works:

  1. You have 30 days from the date of delivery to initiate a return.
  2. Email us at hello@aurobrands.com to request a Return Authorization before shipping.
  3. Once approved, ship the device back to our facility in Quebec, Canada. Return shipping costs are the customer's responsibility.
  4. Your return must be shipped within 30 days of delivery — or you must have received written authorization from us within that window. If the package arrives after 30 days, that's fine.
  5. Once we receive and inspect the device, your refund will be issued to your original payment method within 2–5 business days.

Note: To help us process your return quickly, we ask that you contact us before shipping. However, if you are located in the European Union, your right to return is not conditional on prior authorization — see the EU Customer Rights section below.

Condition of Returned Items

Returned devices must be in reasonable condition — consistent with normal use over the return period — and include all original packaging and included items.

  • If the device is returned without its original box or packaging, or if the packaging shows damage beyond normal handling, a 70% refund will be issued.
  • If the device shows physical damage, permanent markings, or stickers applied by the customer, a 70% refund will be issued — or the return may be refused at our discretion depending on the extent of the damage.
  • If any items included in your original order are not returned (for example, a charging cable or accessory), the current retail price of each missing item as listed on our website will be deducted from your refund.

Full refunds are only issued for items returned in reasonable condition with original packaging intact and all included items present.

120-Day Replacement Warranty

Every AuroNote comes with a 120-day warranty against device malfunction and hardware defects.

If your device has a confirmed defect within 120 days of delivery, we will send you a replacement unit at no cost — once we receive your original device back.

How it works:

  1. Email hello@aurobrands.com with your order number and a description (or short video) of the issue.
  2. Once your claim is approved, ship the defective unit back to our facility in Quebec, Canada.
  3. We will reimburse your actual return shipping cost upon receipt of the device and proof of postage.
  4. Once we receive and inspect the defective unit, your replacement will be dispatched through our standard order fulfillment process — same delivery timeline as your original order.

The warranty covers device malfunction and hardware defects only — not physical damage caused by misuse, drops, or water exposure.

EU Customer Rights

If you are located in the European Union, the following rights apply to you under the EU Consumer Rights Directive (2011/83/EU):

Right of Withdrawal: You have the right to withdraw from your purchase within 14 days of delivery, without giving any reason. To exercise this right, notify us at hello@aurobrands.com within 14 days. You then have an additional 14 days to ship the device back. Return shipping costs are your responsibility. Your refund will be issued within 14 days of us receiving the device or proof of return, whichever comes first. Your right of withdrawal is not conditional on receiving prior authorization from us — the Return Authorization process above is a request, not a requirement.

Defective Products: If your device is defective, we will cover your return shipping costs in full. We will reimburse your actual return shipping cost upon receipt of the device and proof of postage.

2-Year Legal Guarantee: In addition to our 120-Day Replacement Warranty, EU customers are entitled to a 2-year legal guarantee under EU law. If a defect appears within the first year of delivery, it is presumed to have existed at delivery. If a defect appears between 12 and 24 months, you may be required to demonstrate the defect existed at the time of delivery. Under this guarantee, you are entitled to repair, replacement, a price reduction, or a full refund where repair or replacement is not possible.

What's Not Covered

Refunds and replacements will not be issued in the following situations:

  • The 30-day return window has passed and no prior authorization was granted (exceptions apply for EU customers under the 2-year legal guarantee).
  • The device was physically damaged due to misuse, drops, or water exposure.
  • The package was undeliverable due to an incorrect shipping address provided at checkout.
  • The package was held at a local post office or delivery center and not collected in time.
  • Delays were caused by the courier, customs, or other factors outside our control.

Late or Missing Refunds

If your refund was approved but hasn't appeared yet:

  1. Check your bank or credit card account.
  2. Allow up to 5 business days for your financial institution to process the refund.
  3. Email us at hello@aurobrands.com with your Refund Authorization Number if you need further assistance.

Customer Service

Our team is available Monday to Friday. Inquiries sent on weekends or holidays will be answered the next business day. hello@aurobrands.com