Retour policy
Return Policy
If, for any reason, you are not completely satisfied with your order, please do not hesitate to contact us. At AuraAvenueAuckland.com we are committed to ensuring that all of our customers are 100% satisfied with the products they have purchased from our suppliers. If you are not satisfied with your purchase, our customer support team will be happy to assist you as quickly as possible.
How do I return (part of) my order?
If you decide to return your product(s) within the 30-day return period, we will refund the full purchase amount within five business days after receiving and inspecting the returned item(s). Please note that return shipping costs are the customer's responsibility and are non-refundable.
To return your item(s), please follow these steps:
- Send an email to info@AuraAvenue stating that you would like to return all or part of your order.
- Wait for a response from our customer service team to confirm that your return request has been approved.
- If your return is approved, carefully pack the product(s), preferably in the original packaging.
- Ship the package to the return address provided by our customer service team.
- Send us the tracking number (Track & Trace) once your package has been shipped.
- Once we have received and inspected your return, we will issue a refund to your original payment method.
The following items cannot be returned:
- Sealed products that have been opened after delivery.
- Products made to the customer's specifications or personalized items.
- Personal care or hygiene products.
- Products that cannot be returned due to their nature.
- Due to hygiene regulations, products in the Beauty, Kids & Baby, and Sports categories cannot be returned.
Return Address
Our return address is provided by our supplier. Please send approved returns to the address supplied by our customer service team:
SUPPLIER ADDRESS / YOUR RETURN ADDRESS
Order Cancellation
Unfortunately, it is not possible to cancel an order once it has been placed. Orders are processed immediately through our system, making cancellation impossible after submission.
Damaged Products Upon Arrival
We're sorry to hear that your order arrived damaged. Although we carefully package every order, damage during transit can occasionally occur.
If you receive a damaged or incorrect product, please contact us within 30 days of receiving your order. After this period, we are unfortunately unable to process a return or replacement.
To help us resolve the issue as quickly as possible, please email us with clear photos showing:
- The damaged part of the product.
- The shipping label.
- The packaging (if applicable).
The best photos are taken on a flat surface where both the damage and the product label are clearly visible.
For damaged items, we will send one free replacement. Refunds are not available after the first damaged delivery. If the replacement item also arrives damaged, we will issue a full refund.
For assistance, please contact info@auraavenueauckland.com
Manufacturing Defects After Use
We are sorry if your product develops a manufacturing defect after normal use.
A manufacturing defect refers to a fault caused during production that prevents the product from functioning as intended. Please note that normal wear and tear is not considered a manufacturing defect.
Examples of wear-and-tear parts include:
- Drive belts
- Batteries
- Brake pads, brake discs, brake linings, brake drums
- Chains
- Light bulbs
- Sprockets
- Tires and inner tubes
- Moving parts in general
If you believe your product has a manufacturing defect, please contact us at customerservice@EMAIL.com.
Incorrect Product Received
Although we carefully process every order, mistakes can occasionally happen.
If you received the wrong item, we sincerely apologize. We will resolve the issue as quickly as possible by shipping the correct product to you free of charge.
Please contact us at Info@AuraAvenue.com
Delivery When You Are Not Home
If a package is delivered to your address or held at a local post office for collection, any associated costs are the responsibility of ww.auraaevnueauckland.com
If the package is refused or not collected from the post office, it will automatically be returned to our supplier. In such cases, we reserve the right to deduct 100% of the order value from any refund.
Product Arrived Damaged?
We're very sorry that your order was damaged during shipping.
The first time this happens, we will gladly send you a replacement free of charge. Unfortunately, we cannot offer a refund after the first damaged delivery.
If the replacement product also arrives damaged, we will issue a full refund.
Lost Package
If your package is lost or cannot be delivered due to logistical issues, we will always send a replacement package before applying our refund or return policy.
Import Duties & Customs Fees
In some cases, customs authorities may inspect your package upon arrival.
Unfortunately, we have no control over customs regulations or import laws. Since July 1, 2021, customs authorities in some countries may charge import duties or taxes.
Fortunately, in 99% of cases, no additional charges apply.
If you are required to pay customs fees, please contact our customer service team, and we will be happy to assist you.