Refund policy
Aurora Violins Return & Refund Policy
Thank you for choosing Aurora Violins. We strive for the highest standards in our products and services. Please carefully review our Return & Refund Policy to ensure a smooth process.
Returns
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Duration: We accept returns within 30 days of your purchase. If this timeframe has lapsed, we, regrettably, cannot process a refund or exchange.
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Return Authorization: Before returning any item, please contact us within the aforementioned 30-day window to obtain a Return Authorization Number (RA#). Returns without an RA# visibly displayed on the package may not be accepted.
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Packing & Shipping: Repackage items as they were delivered to you. We recommend insuring your return shipment, as the item remains your responsibility until confirmed received by us. We recommend DHL for returns. All return shipping costs are borne by the customer unless the item arrived damaged. Proof of damage upon arrival can be validated with an unboxing video. Please refrain from sending COD (Cash On Delivery) packages. Mark your RA# on the shipping label and ensure to ship within 5 days, as the RA# may expire thereafter.
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Condition: To qualify for a return, the item must be unused, in its original state, and housed within its initial packaging.
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Exceptions:
- Items damaged or missing parts not due to our error;
- Items returned beyond the 30-day window;
- Fully functional items.
Note: Special or custom-ordered instruments are neither returnable nor refundable.
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Refunds: After inspection, we'll inform you about the status of your refund. Approved refunds will revert to your original payment method, less any shipping or restocking fees. If we had covered the shipping cost initially (as in "Free Shipping"), that cost will be deducted from your refund. Potential damages incurred during the return or delays can result in either a minimum restocking fee of 10% of the purchase price or the refusal of a refund.
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Unauthorized Returns: Returns without an RA#, or items refused upon delivery without prior agreement, will either be denied or subjected to a minimum 25% restocking fee.
Refunds
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Notification: Upon receipt and evaluation of your return, we will email you concerning the acceptance or decline of your refund.
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Processing Fee: Banks typically retain their fee percentage, even during refunds. To recover this cost, we may charge a processing fee, distinct from standard restocking or shipping costs.
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Order Cancellation: Purchasing an Aurora instrument means you're requesting a handcrafted piece, which can take up to 180 days. Aurora reserves the right to decline any cancellation within this period. Cancellations before 180 days might incur a 15% restocking fee plus any transaction fees. After 180 days, cancellations are fee-free.
Still Awaiting Your Refund?
Should your refund be delayed, please:
- Review your bank statement;
- Consult with your credit card provider;
- Check with your bank about processing times.
If these steps don't resolve the issue, email us at hello@auroraviolins.com.
Sale Items
Please note that only full-priced items qualify for refunds. Sale items are exempt.
Exchanges
In the rare event you receive a faulty or damaged item, we apologize for the inconvenience. To arrange an exchange, please contact us at hello@auroraviolins.com. Ensure you return it to: Aurora Violins, 941 Crystal Lake Drive, #410, Pompano Beach FL 33064, USA, or as directed by our team.
Return Shipping
Mail your item(s) to Aurora Violins. Depending on your location, delivery times may vary. We suggest using a traceable shipping service or acquiring shipping insurance, as we cannot guarantee receipt of your returned item.
Thank you for understanding our policy. We aim for transparency and fairness in all our dealings and appreciate your trust in Aurora Violins.
