Refund Policy

At a glance

Please do not send anything back on your own initiative or to the sender address shown on your parcel. Contact our team first at info@auracarbon.eu, and we will give you the correct return address and send you the label.

1. Right of withdrawal — 14 days

If you are a consumer — that is, a person buying for purposes unrelated to your trade or profession — you have the right to withdraw from your purchase contract within 14 days of the day on which you, or a third party you have designated, received the last product in the order. You do not need to give any reason.

This right is provided for in the Consumer Rights Directive 2011/83/EU (Articles 9 to 16), as implemented in the law of your EU country, and it is a right of yours that nothing on this page can limit.

How to exercise it

Simply inform us of your decision with a clear statement, before the period expires, by writing to info@auracarbon.eu and including your order number. You can use any wording you like; if you prefer, you can use the model withdrawal form set out in Annex I(B) of Directive 2011/83/EU, but this is not mandatory.

Once we receive your message, we will email you the return address and a prepaid shipping label. You then have 14 days from that message to send the product back to us.

If your order has already been shipped

Our fulfillment is automated, so your order is dispatched shortly after it is placed and, once on its way, it can no longer be stopped. This does not affect your rights: you can tell us that you are withdrawing from the contract even while the order is in transit and, once you receive it, return it under this section. Alternatively, you can refuse delivery from the courier, and your refund will be processed when the product comes back to us.

Effects of withdrawal

We will refund all payments received from you, including standard delivery costs, no later than 14 days from the date on which we receive the returned product or proof that you have sent it back, whichever is earlier. The refund is made using the same payment method you used for the purchase, unless you have expressly agreed otherwise, and you will not be charged any fee for it.

If you chose a faster or more expensive delivery method at checkout than our standard method, we will refund the cost of standard delivery, not the extra amount you paid for that choice.

You may be liable for any diminished value of the product if it has been handled beyond what is necessary to establish its nature, characteristics and functioning — for example, if the item has actually been used day to day, has been scratched, or if the packaging has been destroyed. In that case, we may deduct from the refund an amount proportionate to the loss in value, telling you the amount and the reason in advance.

2. Aura Carbon 100-day guarantee — defects

In addition to the 14-day right of withdrawal, we give you a 100-day commercial guarantee against defects, starting from the date of delivery. This is our own voluntary guarantee; it is in addition to your statutory rights and does not replace them.

If, within that period, the item shows a manufacturing defect — for example, delamination of the carbon, parts coming unglued, a loose magnetic ring, flaws in the clear coat, buttons that stop working or cutouts that do not fit the correct model — we will resolve it at no cost to you:

1. we replace the item with a new, identical one; or
2. if the same item is out of stock, we replace it with another equivalent color or model of your choice; or
3. we refund the amount paid.

In these cases, return and reshipping costs are always paid by us. In many cases a photo or short video of the defect is enough, and we do not even need you to send the item back — we will tell you by email.

3. Legal guarantee of conformity — at least 2 years

Regardless of everything above, as a consumer you benefit from the legal guarantee of conformity under the Sale of Goods Directive (EU) 2019/771, as implemented in the law of your EU country. It lasts for at least 2 years from delivery, or longer where your national law provides (for example, 3 years in Portugal). If the product does not conform to the contract, you are entitled to have it brought into conformity (repair or replacement), to a price reduction or to termination of the contract, under the conditions set out in that legislation. To exercise these rights, contact us at info@auracarbon.eu.

4. Condition of returned products

For a return under section 1 to be accepted without any deduction, we ask that:

1. the return includes all parts and components that came with the order, including carabiners, screws, cloths and any free gift;
2. the original packaging is included with the product, in whatever condition is possible — we do not require it to be intact, but the product should not be sent loose in an envelope;
3. for products where hygiene matters, the item is returned clean;
4. the product shows no damage caused by careless handling, prolonged use or an accident after delivery.

We reserve the right to refuse a return, or to refund only part of the amount, if the product reaches us with signs of use going beyond simple inspection, or with damage that was not there when it left us. If this happens, we will explain by email what we found, with photos, before making any decision, and we will send the item back to you if you prefer.

5. How to return, step by step

1. Write to us. Send an email to info@auracarbon.eu with the subject line Return request.

2. Include the necessary information: order number, full name, address, the item you want to return and the reason. If the reason is a defect, attach one or two clear photos of the problem.

3. Wait for our reply. We reply within 1–2 business days with the correct return address and a prepaid shipping label. The address depends on the item and the batch, so do not send anything before talking to us, and never return a parcel to the sender address printed on it — a return sent on your own initiative may get lost, and we will not be able to process it.

4. Send it. Attach the label we sent you and drop off the parcel at the location indicated. Shipping is paid by us.

5. Confirm shipment. To speed things up, send us the proof of postage or the tracking number as soon as you have sent the parcel.

6. Refund. We check the return within 7 business days of receiving it and process the refund within the maximum period of 14 days stated in section 1.

6. What is not covered

• Normal wear and tear of the product through use over time.
• Damage resulting from drops, excessive pressure, contact with solvents or abrasive cleaning products, extreme heat or attempted repairs.
• Scratches or marks on the device the case protects. The case reduces the risk of damage but does not eliminate it, and it does not replace device insurance.
• Natural variations in the carbon pattern. Each piece is pressed individually, so the flake pattern is unique and never identical to the photo on the website — this is a characteristic of the material, not a defect.
• Minor differences in shade between batches or compared with what you see on your screen.
• Items personalized at the customer's express request, under Article 16(c) of Directive 2011/83/EU, where applicable.

7. Exchanges

We do not offer direct exchanges. If you would like a different color, model or edition, the fastest way is to return the item under section 1 and place a new order — that way you do not have to wait for your return to arrive before the new item is shipped. In the case of defects (section 2), we handle the replacement and you do not need to order anything.

8. Orders not delivered, lost or refused

If your order does not arrive within the stated delivery time, please contact us. We will open a claim with the carrier and, once the loss is confirmed, we will reship the order or refund the full amount, whichever you prefer.

If the order is returned to sender because of an incorrect or incomplete address given at purchase, repeated failed delivery attempts, or refusal of delivery without exercising the right of withdrawal, we will refund the value of the products and may deduct the actual cost of shipping and return. We will always let you know by email before processing the refund.

9. Contact

Velour Commerce LLC — the company that operates Aura Carbon®
A Wyoming limited liability company
30 N Gould St Ste R, Sheridan, WY 82801, United States
Email: info@auracarbon.eu

Consumer dispute resolution

If a dispute arises, as a consumer you may contact the consumer protection authority in your country of residence or an alternative dispute resolution (ADR) body for consumer disputes. This does not affect your right to bring the matter before the courts.