We handle each request regarding your Aura Frame on a case-by-case basis. To help guide the process and make sure you get the help you need, we’ve outlined a few standard return and refund policies below. Please contact our Customer Care team with any questions.
If you bought your Aura Frame directly from auraframes.co.uk and for any reason you’d like to return it, you may do so within 45 days from the date of purchase for a full refund. Please ensure that the items you are returning are in new condition, repackaged in original packaging with all documentation and accessories.
If you bought your Aura Frame directly from auraframes.co.uk and receive a damaged frame or an incorrect product, we will happily replace it with a new one within 45 days of the date of your purchase. For more information about claims under our one-year limited manufacturer’s warranty, please read the “Manufacturer’s Warranty” section below.
Frames purchased on Auraframes.co.uk
If you bought your frame directly from us, we make it easy to request, ship and track a return within the first 45 days after your order. Please contact our Customer Care team and include your Auraframes.co.uk order number. A prepaid return shipping label and clear instructions will be provided once the return request has been approved.
After your order arrives at our warehouse and our team reviews its condition, we’ll initiate a refund to your original form of payment. If you purchased your frame using a credit or debit card, you should usually receive a full refund within five to seven business days of receipt of the returned item.
Frames purchased on Amazon.co.uk or other websites
If you purchased your frame online at Amazon.co.uk or another website and would like to return it for a refund, please follow the return instructions from the website where you purchased your frame. Generally, Amazon offers a 30-day returns period and you can start the returns process from within your Amazon account.
Frames purchased at retail locations
If you bought your frame at a physical store and would like to return it for a refund, please return it to the store where you purchased it and follow the retailer’s instructions. If your frame is defective, Aura will happily replace it under warranty - there is no need to return it to the retailer. Please read the next section for more information.
All Aura Home, Inc. products are protected by a one-year limited manufacturer’s warranty (the “Aura Manufacturer’s Warranty”). All claims under the Aura Manufacturer’s Warranty are subject to these terms and conditions and require proof of purchase.
The Aura Manufacturer’s Warranty is issued by Aura Home, Inc., 30 Cooper Square, Floor 8, New York, NY 10003.
Aura Home, Inc. issues this warranty to you, as a consumer who has purchased a new Aura product covered by the Aura Manufacturer’s Warranty.
Aura Home, Inc. warrants products covered by the Aura Manufacturer’s Warranty against any manufacturing or hardware defects when used in accordance with product technical specifications and Aura instructions (including the User Manual) for a period of one (1) year from the date of first purchase by an end-user (the “Warranty Period”).
This warranty applies to products purchased both from Aura Home, Inc. directly (including direct sales on Amazon) and products purchased from one of our Authorized Resellers.
The Aura Manufacturer’s Warranty does not cover:
We reserve the right to limit warranty coverage to the country in which the original purchase was made. Important: If the product in need of replacement is located outside our official sales territories as detailed on our website from time to time (as at the last update: US, CA, UK, DE, FR), you may have to provide a shipping address in one of these countries.
Other than as required by any applicable consumer law rights (described below), all warranties, conditions and other terms not set out in these terms and conditions are excluded from the Aura Manufacturer’s Warranty. Aura Home, Inc. does not make any other promises, conditions or warranties about its products or services other than set out in this Aura Manufacturer’s Warranty.
These limitations of liability do not apply to (i) death or personal injury, (ii) fraud or gross negligence; or (iii) fraudulent misrepresentation; or (iv) any other liability that cannot be limited or excluded as a matter of law.
If you encounter any issues with manufacturing or hardware defects with your Aura product that are not resolved through troubleshooting or the resources available at our 24/7 Online Help Centre, please contact our Customer Service team so we can help.
If we can’t resolve the issue, and your product is still in the Warranty Period, we’ll guide you through the available options under the Aura Manufacturer’s Warranty. At Aura’s discretion, these may include a refund, replacement or repair.
Repairs or replacements to Aura products will use new parts or previously-used parts or Aura products that are equivalent to new in performance and reliability. If your Aura product needs to be replaced but the model is discontinued or unavailable, we’ll offer you a similar or better model (in our sole discretion) as a replacement.
Your repaired or replacement Aura product will be under warranty for the remainder of the Warranty Period of your original product. We cannot guarantee that your photos will be retained, but we’ll do our best to ensure that your photos transfer to the replacement Aura product seamlessly.
Where your Aura product was purchased in the UK, this Aura Manufacturer’s Warranty is governed by and construed under the laws of England and each party hereby submits to the non-exclusive jurisdiction of the English courts, unless you live in Scotland in which case the laws of Scotland will apply.
This Limited Manufacturer’s Warranty is a voluntary warranty offered by Aura Home Inc, the manufacturer of your product. It applies in addition to (and not instead of) rights you may have under consumer law, including those relating to non-conforming goods. In particular, for products purchased in the UK, you may also, without limitation, rely on rights contained in Consumer Rights Act 2015.
Consumers have the right to choose whether to claim service under the Aura One-Year Limited Warranty or under their consumer law rights.