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Return, Exchange and Refund Policy

 

Validity Period for Returns and Exchanges

You have 45 days from the date you receive (sign for) the goods to request a return or exchange. If 45 days have passed since the receipt of your purchase, unfortunately, we cannot offer you a refund or exchange.

Conditions for Returns and Exchanges

We accept returns and exchanges under the following conditions:

  • Appearance Issues: The product has visible damage, scratches, or manufacturing defects upon arrival.

  • Quality Issues: The product is functionally defective or structurally unsound.

  • Sensory Issues: The product has a strong chemical odor, severe color discrepancy compared to the website photos, or other sensory defects.

  • Incorrect Item: The product received does not match the item ordered (wrong model, size, or material).

  • No Reason (Change of Mind): You simply changed your mind. The item must be unused and in resalable condition.

Return Process

  • Contact Us: Initiate your return by emailing care@auroravivra.com or calling +1 (956) 272-5761. You must provide your order number, proof of payment, the reason for the return, and relevant videos or photos showing the condition of the item.

  • Approval: Our customer service team will process your application immediately. If approved, we will inform you via your contact method and provide the specific return address.

  • Shipment: You are required to send the item back to the designated return address provided by us and wait for us to receive the package.

  • Inspection and Refund: Upon receipt, we will immediately inspect the item to verify if it matches the reported condition. If the inspection is passed, we will arrange your refund immediately. For more details, please refer to the Refund Policy section below.

Exchange Process

  • Contact Us: Initiate your exchange by emailing care@auroravivra.com or calling +1 (956) 272-5761. Provide your order number, proof of payment, reason for exchange, and relevant evidence (photos/videos).

  • Approval: Our team will process your request immediately. If approved, we will notify you and provide the return address.

  • Shipment: Return the original item to our designated address.

  • New Shipment: Once we receive and inspect the returned item, if it meets the criteria, we will arrange the dispatch of the new item within 1-3 business days. The estimated delivery time for the new item is 7-15 business days. For more information on delivery, please refer to our Shipping Policy.

Refund Process

  • Refund Method: Refunds will be credited back to the original bank card (Visa, MasterCard) account used for the purchase.

  • Processing Time: Depending on the processing efficiency of different banking institutions, we expect the refund to arrive in your account within 1-5 business days. If you have not received it after this period, please contact us.

Fee Rules

  • Our Responsibility: For returns caused by appearance issues, quality issues, odors/severe color differences, or incorrect items sent, we will bear the shipping costs.

  • Your Responsibility: For "No Reason" returns (Change of Mind), you are responsible for the shipping costs associated with returning the item.

Return Label

To facilitate a smooth return process, a return label is included inside every package we ship. You may use this label when arranging your return.

Responsibility Disclaimer

While we strive for accuracy, we are not liable for damages resulting from improper assembly, misuse, or normal wear and tear after the product has been successfully delivered and accepted. We do not accept responsibility for items lost or damaged during the return shipment if the customer chooses their own carrier instead of our provided methods. This policy does not exclude or limit any rights you may have under mandatory consumer protection laws.

Item Condition Requirements

To be eligible for a return (especially for "No Reason" returns), the furniture must be disassembled and placed back in its original packaging. We reserve the right to reject returns or apply a restocking fee if the furniture is returned without original packaging or is damaged due to poor packing by the customer.

Order Cancellation

If you wish to cancel an order, you must contact us before the item is shipped. If the order is cancelled before shipment, a full refund will be issued immediately. Once the item has been dispatched, the order cannot be cancelled, and you must follow the standard Return Process upon receipt.

Contact Us

For any questions regarding returns or refunds, please reach out to us:

Address: 5829 BLACKWELL ST APT 234, DALLAS, TX 75231, United States
Phone: +1 (956) 272-5761
Email: care@auroravivra.com
Service Hours: Monday to Friday, 9:00 AM to 6:00 PM (Australia/Sydney, AEST/AEDT)