Return & Refund Policy
NOT SATISFIED WITH YOUR PRODUCT?
If you are not completely satisfied with your purchase, you may return the item to us in its original condition within 14 days of receipt.
Only items purchased directly from aulumu’s online store will be accepted. For products purchased from authorized retailers, please contact the retailer directly for returns.
Returned items must be unused, in their original condition, and returned in their original packaging, including all accessories, manuals, and documentation.
Non-returnable items include products purchased through third-party retailers and products damaged due to customer misuse, mishandling, or improper care.
Returns made without proof of purchase may be refused. aulumu reserves the right to deny any return that does not meet the requirements of this policy.
In some cases, you may be required to provide a video or photo of the defective or damaged product as proof in order to receive a refund or replacement.
Please note that we may ask you to return your order to one of our designated global warehouses. Please always contact our customer support team before returning any item.
HOW DO I RETURN AN ITEM?
To start the return process, please send an email to our customer support team at service@aulumu.com within 14 days of receipt. We will provide you with the appropriate return address and return instructions within 24 business hours.
Please include the following information in your email:
- Order number
- Proof of purchase
- Video or photo of the faulty product (if applicable)
- Complete delivery address
- Contact telephone number
To help us process your return in a timely manner, please also send us the following return shipping information after dispatching your return:
- Name of the courier
- Tracking number
For returns due to a change of mind or other non-defective reasons, the customer is responsible for return shipping costs.
If the return is due to a defective, damaged, or incorrect item, the return shipping cost will be covered by aulumu.
DID YOU RECEIVE A FAULTY PRODUCT?
All of our products are covered by a six-month manufacturer’s warranty from the date of purchase, and some products may be covered for a longer period. If you received a faulty product, please visit our warranty page.
REFUNDS
Once your return is received and inspected, we will notify you by email that we have received your returned item. We will also notify you whether your refund has been approved or rejected.
If your refund is approved, the refund will be issued to your original method of payment within 3 business days after approval. Depending on your bank, credit card issuer, or payment provider, it may take an additional 5–10 business days for the refunded amount to appear in your account.
For returned items, a full refund will be issued for defective, damaged, or incorrect products. For non-defective items, the refund amount excludes all shipping and handling fees, including return shipping costs.
If you have not received your refund within the timeframe above, please first check your bank account again. Then contact your credit card company or payment provider, as it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you still have not received your refund, please contact us at service@aulumu.com.
CANCELLING OR AMENDING ORDERS
Orders are typically processed within 1–3 business days after they are placed.
You may request to cancel or amend your order within 24 hours of placing it and before it has been shipped by contacting us at service@aulumu.com.
Once an order has been shipped, it can no longer be canceled or amended. Any unwanted items after shipment must be returned in accordance with this policy. Please note that return shipping costs for non-defective items are the responsibility of the customer.
EXCHANGES
We only offer exchanges for items that are defective, damaged, or incorrectly shipped. If you need to exchange an eligible item for the same product, please contact us at service@aulumu.com before returning the item. Our customer support team will provide the appropriate return address and further instructions.
NOTE
If you are returning an item valued at over $50, we recommend using a trackable shipping service or purchasing shipping insurance. aulumu cannot guarantee receipt of returned items shipped without tracking.