Refund policy

At Auren, your satisfaction matters to us. Please read the policy below to understand how returns and cancellations are handled across different regions. This Refund Policy applies to purchases made from Auren.

Order Change, Cancel

If you need to change or cancel order, please contact us as soon as possible by emailing info@aurenvault. Please include your full name, order number, and email address in your request.

Our team will check whether the order has already been processed or dispatched. If it is still eligible, we will confirm the cancellation or change via email. Requests related to change of mind or customer preference must be submitted within 24 hours of placing the order. Once your order is being prepared or has been dispatched, we may no longer be able to modify it.

Damaged Items, Shipping Issues & Quality Concerns

We take product quality seriously and want every customer to receive their order in perfect condition. Please inspect your order upon reception. Auren Holdings LLC is liable for any products damaged or lost during shipping.

  • If your item arrives damaged, defective, or incorrect, you must notify us within 48 hours of delivery so we can assess the issue and resolve it promptly.
  • If a manufacturing defect or quality issue is confirmed, Auren Holdings LLC will take full responsibility and cover all related costs for returns or replacements.
  • For damage visible upon delivery, ensure it is clearly noted on the delivery receipt and documented with photos before signing. Carriers require this for any claims or replacements.
  • If your order is delivered to a third-party receiving service (such as a warehouse, freight forwarder, or white-glove delivery service), please note that the receiving party is responsible for inspecting the shipment upon delivery and reporting any visible damage within 48 hours. Claims submitted after this time may not be accepted by the carrier.
  • For concealed or non-visible issues (such as internal defects), please contact us within 7 days of delivery for assistance. We will always do our best to resolve the matter quickly and fairly.

Return Conditions (Non-EU Orders)

Returns for non-defective items are accepted within 7 days of delivery, provided they meet the conditions below.

  • Restocking Fee: If approved, a restocking fee of up to 20% of the order value will be deducted from the refund to cover specialized inspection and re-crating.
  • Return Shipping: The customer is responsible for all return shipping costs for non-defective items. Original shipping fees are non-refundable.
  • Defective Items: For approved returns due to defects or incorrect items, Auren Holdings LLC will refund return shipping costs and cover the cost of reshipping a replacement
  • Eligibility: To be eligible, you must contact us within 7 days of receiving the item. The item must be unused, in its original condition and packaging, with proof of purchase
  • Refund Timing: If approved, you’ll be automatically refunded on your original payment method within 7 - 10 business days

Condition of Returned Items

Returned items must be unused, in original condition, and in their original packaging, including all accessories, manuals, and protective materials. Products must show no signs of use, wear, installation, or damage (including marks, dents, or altered settings). Returns that do not meet these conditions may be refused or subject to a reduction in refund value.

How To Initiate A Return

Please email us at info@aurenvault.com with the following information:

  1. Your order number
  2. Photos or videos showing the issue
  3. A brief description of the problem

Please do not send any items back before receiving our confirmation.

Exceptions / Non-returnable Items

The following items cannot be returned:

  • Sale or clearance items
  • Gift cards
  • Custom or personalized orders
  • Shipping fees (original and expedited charges)

Exchanges

If your item qualifies for a return and is approved, you may return it and place a new order separately. This is the fastest way to receive a replacement item.

Refunds

Once the returned item is received and inspected, refunds will be processed within 7 - 10 business days. It may take additional time for your bank or card provider to post the refund. If more than 10 business days have passed since your refund was approved and you haven't received it, please contact us at info@aurenvault.com.

🇪🇺 For Customers in the European Union (EU Return Rights)

If your order is delivered within the European Union, you have the right to cancel or return your order within 14 days, for any reason, under EU consumer protection laws.

  • The item must be unused, in its original condition and packaging.
  • You must notify us of your intent to return within 14 days of receiving the item.
  • Once we receive the returned item, we will issue a refund (including standard shipping costs) within 14 days

For international customers outside the EU, returns due to defects or damage are handled as outlined above. Local consumer protection laws may also apply.