Refund policy
Return, Refund and Warranty Policy – AURALIS
At AURALIS, we process every order with the utmost care and subject our products to strict quality controls. In accordance with Spanish and European consumer protection regulations (Royal Legislative Decree 1/2007 – TRLGDCU, Directive 2011/83/EU, and Directive 2019/771/EU), you have certain consumer rights, subject to the protocol described below, which is designed to ensure the hygiene, safety, and integrity of our products and to protect us against misuse, abuse, or fraudulent claims.
1. Hygiene and Health Exception (Article 103.e TRLGDCU)
AURALIS products are personal-use items intended for direct bodily contact. For strict health and hygiene reasons, the right of withdrawal will automatically be void if the product has been unsealed, opened, or removed from its original protective packaging after delivery.
Returns due to a change of mind will only be accepted if the hygiene and safety seal remains completely intact, clearly demonstrating that the product has not been used. No exceptions will be made under this policy.
2. Right of Withdrawal and Time Limits (14 Days)
As long as the hygiene seal remains completely intact, you have the right to withdraw from your purchase within 14 calendar days from the date you receive the item. After this period, no return requests due to a change of mind will be accepted.
To exercise this right, you must notify us within this period by emailing auralisesp@use.startmail.com, including your order number.
3. Mandatory Return Authorization Procedure (RMA)
No returned package will be accepted or processed without prior authorization and a Return Merchandise Authorization (RMA) number. The following steps are required:
- Send an email to auralisesp@use.startmail.com with the subject line:
RETURN REQUEST – Order #[your order number]. - You must attach proof of purchase and clear photographic documentation, including at least 3 photos: a front view of the product, a back view, and a detailed photo showing the intact hygiene seal.
- Once the documentation has been reviewed, we will provide you with your RMA number and the exact return address. The RMA number must be clearly visible on the outside of the package.
4. Return Costs and Depreciation
When exercising your right of withdrawal, the customer is responsible for the cost of return shipping (approximately €15, depending on the carrier and destination).
- Insurance and tracking: The return shipment must be sent using a service with a tracking number. AURALIS is not responsible for return packages that are lost, held by customs, or damaged during transit. In such cases, the return may be denied.
- Component inspection: The returned package must contain all original components. Missing accessories, cables, manuals, or protective materials, as well as damage or marks on the packaging, may result in a proportional deduction for loss of value or the rejection of the refund. In such cases, the product may be returned to the customer with shipping costs charged to the customer.
- Original shipping costs: In accordance with applicable law, the cost of the standard delivery option will be refunded. If the customer selected a more expensive delivery method, such as express shipping, only the equivalent cost of standard delivery will be refunded.
- Customs charges: Any customs duties or charges incurred during the return process will be the responsibility of the customer.
5. Non-Returnable Products
Returns and refunds will not be accepted in the following cases:
- Products that have been unsealed, opened, used, assembled, or modified.
- Products damaged due to misuse, negligence, or improper handling by the customer.
- Products returned without their original packaging or without all original accessories.
- Requests submitted after the 14-calendar-day withdrawal period.
- Orders delayed due to circumstances beyond AURALIS's control, including customs inspections, carrier delays, or force majeure.
6. Legal Warranty (3 Years)
All our products are covered by the 3-year legal guarantee of conformity from the date of delivery, applicable only to manufacturing defects or lack of conformity existing at the time of delivery. Normal wear and tear resulting from regular use is not covered.
Exclusions: The warranty does not cover damage caused by moisture, improper cleaning, impacts or drops, pulling or damaging cables, the use of non-approved adapters, or improper handling or modification.
Procedure for Manufacturing Defects
The customer must send the following information to auralisesp@use.startmail.com:
- A clear photograph of the serial number or batch number.
- A continuous, unedited video clearly showing the malfunction.
- Photographs of the connections, where applicable, to help rule out damage caused by external factors.
Our team will evaluate the case within up to 14 business days before authorizing the product to be returned for inspection.
7. Delivery with Transport Damage
If your order arrives with visible shipping damage, you must notify us within a maximum of 48 hours after delivery by emailing auralisesp@use.startmail.com.
Please include photographs of:
- The damaged product.
- The exterior and interior condition of the package.
- The shipping label.
Shipping insurance providers may not accept claims submitted after this period.
8. Inspection and Refunds
- Refunds will be issued after the returned product has been received and inspected. Our quality control team may take up to 7 business days to inspect the item.
- Once the return is approved, the refund will be processed to the original payment method, within the legally applicable maximum period of 14 days. The time required for the funds to appear in your account may depend on your bank or payment provider.
- In the case of returns due to a change of mind, customs charges and any additional cost paid for express shipping are non-refundable.
9. Order Cancellations
Orders may be cancelled within 12 hours of confirmation, provided that processing or preparation has not yet begun. Once processing or shipping has started, cancellation may no longer be possible, and the customer must wait to receive the order and then follow the applicable return procedure.
10. Chargebacks and Fraud Prevention
Before initiating a chargeback or bank dispute, customers are requested to contact AURALIS first at auralisesp@use.startmail.com, allowing us a reasonable period of at least 5 business days to respond.
Chargebacks initiated without prior contact may be formally disputed using, where applicable:
- Shipment tracking records and proof of delivery.
- IP address and order metadata.
- Proof of acceptance of this policy during the checkout process.
- Photographic or video documentation provided during the RMA process.
- Previous communications with the customer.
Fraudulent or abusive disputes may result in account restrictions or closure and, where appropriate, legal action.
11. Contact
📧 auralisesp@use.startmail.com
AURALIS will respond within a maximum of 5 business days. Please always keep your order confirmation and any communications with our team.
AURALIS | auralisesp@use.startmail.com