At Aurzen, we always care about your experience as a customer and want to ensure you have no concerns regarding after-sales service. If your Aurzen product ever experiences any issues, we promise to take care of it. If we are unable to repair your product, we will promptly replace it with a product in perfect working condition, which will be of equal or better physical condition. If your purchase is a limited or discontinued edition of Aurzen's product, we will repair or replace it with another Aurzen product of the same or higher value.
We will warrant all Aurzeni products that exhibit any defects in material and workmanship under normal use. However, please note that this warranty does not cover loss, theft, deliberate damage, or cosmetic damage.
After-Sales Service Policy Warranty Information
Aurzen warrants the Aurzen-branded hardware product purchased on the official Aurzen website or Amazon's Official Aurzen Store, contained in the original packaging, against material and quality defects when used normally for a period of TWO (2) YEAR (1-year for projector accessories products) from the original date of the end-user purchase. Please register your product at "Extend Warranty" immediately after receiving it to enjoy an additional year of coverage. If you have any questions about claiming your warranty, please contact us at support@aurzen.com.
(Warranty terms may vary according to local laws and regulations).
30-Day Free-Reason Return Policy
Undamaged products can be returned for a full refund, regardless of the reason, within 30 days of purchase, excluding Corporate purchases/bulk orders, which may not be refundable (Note: Ordering more than 10 units of a product will be considered a bulk order.). Once the returned item arrives back in Aurzen’s warehouse for inspection, the refund process will begin.
- Returns must include all accessories (For bundle orders that contain discounted products or free, refunds can only be processed for the entire order. Customers are not permitted to process separate refunds for individual products in a bundle deal.)
- For non-quality related warranty claims, buyer is responsible for shipping costs (including cross-border and international shipping costs, if applicable)
- For quality related warranty claims, Aurzen refunds the cost of the product itself
- Returns may be rejected if items do not meet the above requirements
Refund requests for the 30-day money back guarantee expire 30 days after opening a warranty claim. It is not possible to process a request for a refund for non-quality issues for items that have expired this 30-day window. For purchases not made directly through Aurzen’s online stores, please contact retailers for refunds. For quality-related issues, please see below.
How do I return an item?
1. Contact Aurzen customer support (support@aurzen.com) using the email address you registered for the purchase, and then provide the following information:
- Order Number:
- Registered Email:
- Return Product Name & Quantity:
- Return Reason:
- Images or Videos of Products and Intact Packaging:
2. Aurzen support will process your return and refund application within one or two working days after receiving your email.
3. For the refund to be processed in a timely manner, please be sure to send a return notification to Aurzen with the following information:
- Name of the courier
- Tracking number
How long does it take to get a refund?
Refunds will be processed using the same method that was used to make the payment. The refund process will be completed in about 3-7 business days, depending on the bank or credit card issuer. If you have not received the refund after 14 business days, please contact us via support@ecoflow.com.
The refund will be returned to the original payment account. If you have any special requests, please let us know in advance.
Lost Package / Package Issue
- Package status shows ‘in transit’ for 5-15 days or less: This situation may be quite standard, so we kindly ask you to wait patiently or contact the carrier directly. Should the package remain ‘in transit’ for more than 15 days (excluding special products and remote countries), please reach out to us at Contact Aurzen, and we will take the necessary steps to investigate the case with the carrier and ensure proper follow-up.
- Package arrive Damaged: Should you receive a damaged package, please contact us at Contact Aurzen within 7 days of delivery. Unfortunately, claims made after this period cannot be accepted. You will be required to provide photographs or videos of both the external packaging and the damaged products. We will respond within 1-2 business days to evaluate the situation, at which point we will determine whether a replacement or refund is appropriate.
- Package Lost: If you suspect that your package has been lost, please contact us at Contact Aurzen within 7 days of the expected delivery date; we regret that we cannot accept claims submitted after this time frame. A detailed description of the situation will be required when you contact us. An agent from our team will respond to your inquiry within 1-2 business days, and after assessing the specific situation, a decision will be made whether to reship the item or issue a refund.
Please verify the shipping address on your order. If the address provided is incorrect, kindly note that Aurzen will NOT be held responsible for any issues arising from the incorrect information.
Warranty Claim for Quality Issue within Warranty Period
All quality-related defects on items sold directly by Aurzen are covered by an extensive warranty, which starts from the date of purchase (see the top of the page for After-Sales Service Policy Warranty Information).
Aurzen's limited warranty is restricted to the country of purchase. The limited warranty is void on items taken outside the country they were originally bought in or shipped to directly from an authorized online purchase.
For items purchased from third-party platforms within the last 30 days, we recommend reaching out to the original seller for assistance. If you fail to get contact with the original seller, contact us.
For quality-related warranty claims, items will be replaced with a factory refurbished model of equal value when available, otherwise a new item will be sent. In situations where a replacement is not an available or preferred option, Aurzen will offer a partial refund according to the usage time of the device.
Warranties on all replacements follow the same warranty timeframe of the original defective item, or 3 months after being replaced, whichever is longer. Warranties on products are void after having been fully refunded.
Process:
- Buyer must provide sufficient proof of purchase
- Aurzen must document what happens when buyers troubleshoot the product
- The defective item’s serial number and/or visible proof depicting the defect are required
- It may be necessary to return an item for quality inspection
- For defective items that Aurzen needs to have returned, warranties on those replacements are voided if the wrong item is returned to Aurzen or if the defective item is not returned.
Valid proof of purchase:
- Order number from online purchases made through Aurzen
- Sales invoice
Please note that more than one type of proof of purchase may be required to process a warranty claim (such as receipt of money transfer and confirmation of address item was originally shipped to).
Warranty claims for product defects expire 90 days after opening a warranty claim. It is not possible to process a warranty claim for items that have expired their original warranty timeframe or 90-day warranty claim request period, whichever is longer.
Shipping costs must be covered by buyer in the following situations:
- Returning products for any reason other than a proven defect
- Warranty claims on items taken outside the original country of purchase
- Buyer’s accidental returns
- Returning personal items
- Returning items claimed to have defects but found by Aurzen quality control to be in working condition
- Returning defective items in international shipping
- Costs associated with unauthorized returns (any returns made outside of the approved warranty process)
Not Covered Under Aurzern Warranty:
- Items purchased from unauthorized sellers/official channels.
- Unauthorized repair or disassembling.
- Products with expired warranties.
- Products without sufficient proof of purchase.
- Product damage caused by misuse, including but not limited to: Abuse, negligence, accidents, liquid or food spills, falls, using/storing product in extreme temperatures, burning of the printed circuit board, or other product defects caused by human actions.
- Damage caused by reliability or compatibility issues when using unauthorized third-party parts.
- Product failures caused by any software programs, whether provided with the product or installed subsequently.
- Products or parts with an altered identification label or from which the identification label has been removed.
- Product damage due to fire, floods, lightning, or other forms of Force Majeure.
- Lost or stolen products.
- Free products
Aurzen is not liable for:
- Returning personal items sent to Aurzen
When returning items with a prepaid shipping label provided by Aurzen, Aurzen takes responsibility for any damage or loss incurred in transit. When returning items for non-quality issues, buyer assumes responsibility for any damage or loss incurred in transit. Aurzen does not provide refunds for items damaged in transit for non-quality related warranty claims.
After-sale Service Contact
- Phone: +1-667-218-4830
- Email: support@aurzen.com (North America/United Kingdom/Australia/United Aran Emirates)
- Email: support.eu@aurzen.com (Europe)
- Email: support.jp@aurzen.com (Japan)
