Return & Refund Policy

Not Satisfied with Your Product

If you are not completely satisfied with your purchase, you may return or exchange the item within 14 days of receiving it, provided that it is unused and in its original condition.

Returns and exchanges are only accepted for products purchased directly from the official Aulumu online store (aulumujapan.com). For items purchased through authorized retailers or third-party sales channels, please contact the original place of purchase directly.

Returned items must be sent back in their original packaging, together with all accessories, instruction manuals, and any other included materials.

The following items are not eligible for return or exchange:

• Products purchased through authorized retailers or third-party sales channels
• Products damaged or soiled due to customer negligence, improper use, or improper storage
• Used products or items deemed unsuitable for resale
• Products for which the order number or proof of purchase cannot be verified

If a receipt or proof of purchase is not provided, we may refuse the return or exchange. Aulumu reserves the right to make the final decision regarding whether a return or exchange is accepted after inspecting the condition of the item.

In order to determine whether a refund or exchange is applicable, we may ask you to provide photos or videos showing the defect or issue.

Please note that the return destination may vary depending on the case, and you may be asked to return the item to one of our designated global warehouses (for example, in Shenzhen, China, or the United States). Please be sure to contact our customer support team in advance.

How to Request a Return or Exchange

If you wish to request a return or exchange, please contact our customer support team by email at service@aulumu.com within 14 days of receiving your order. We will normally respond within 24 business hours with confirmation of eligibility and the return address.

When contacting us, please include the following information:

• Order number
• Proof of purchase
• Photos or videos of the defective area (if applicable)
• Your full name
• Your complete shipping address
• Your contact phone number

After you ship the returned item, please email us the following information so that we can process your refund smoothly:

• Name of the shipping carrier
• Tracking number

Defective, Damaged, or Incorrect Items

All of our products are generally covered by a 6-month manufacturer’s warranty from the date of purchase (some products may come with a longer warranty period). If your item arrives defective, damaged, or incorrect, please contact service@aulumu.com as soon as possible after delivery. After reviewing the issue, we will arrange a replacement, reshipment, or refund as appropriate.

Refunds

Once the returned item arrives at our designated warehouse and has been inspected, we will notify you by email regarding receipt of the return and whether the refund has been approved.

If the refund is approved, it will be issued to the original payment method used for the order. Refunds in cash, transfers to a different account, or changes to a different payment method are generally not accepted.

Our refund processing is normally completed within 3 business days after refund approval. However, depending on the processing time of your credit card issuer, PayPal, Shop Pay, Apple Pay, Google Pay, or other payment providers, it may take an additional 5 to 10 business days for the refund to appear in your account or statement. The actual timing may vary depending on your payment provider.

For returns caused by defective products, incorrect shipments, or other errors on our part, the full product amount will be refunded. For returns due to customer preference, the original shipping charges, return shipping costs, and any applicable fees are non-refundable.

If you do not see your refund, please first check your bank account or card statement and contact your card issuer or payment provider. If the issue is still not resolved, please contact us at service@aulumu.com.

Order Cancellation or Modification

Order cancellations or modifications are only accepted within 1 business day including the order date, and before the order has been shipped.

Orders are usually processed and shipped within 1 business day after payment is confirmed. Therefore, if you wish to cancel or modify your order, please contact service@aulumu.com as soon as possible.

If, at the time you request cancellation, the order has not yet been shipped and your request falls within our designated cancellation period, we will accept the cancellation.

For orders that have already been shipped, cancellations or changes to the order details (including product changes, quantity changes, or shipping address changes) cannot be accepted. If you no longer need the item after shipment, please follow the return procedure described on this page.

Order Processing and Shipping

Orders are normally processed and shipped within 1 business day after payment confirmation (excluding pre-order and made-to-order items). Once your order has been shipped, we will send you a shipping confirmation email with the tracking number.

However, delays in order processing or delivery may occur due to peak seasons, weather conditions, customs clearance, carrier-related issues, or other circumstances beyond our control.

Exchanges

Exchanges are generally only available when the item is defective, damaged, or incorrectly shipped. If you wish to exchange for the same item, please contact service@aulumu.com in advance and return the item to our designated warehouse.

Return Address

Rm 1B1305, Yuefu Plaza, No.481, Guangming Ave, Guangming Dist, Shenzhen, CHINA 518000

※ The above address is a general reference address. The actual return address may differ depending on the case, so please be sure to confirm the return address provided by us before sending back any item.

Return Shipping Costs

For returns due to customer preference:
Return shipping costs are the responsibility of the customer. The exact cost depends on the pricing policy of the shipping carrier you choose.

For returns due to our error:
If the delivered item is damaged, if you receive an item different from what you ordered, or if the return is otherwise caused by our fault, we will bear the full return shipping cost.

Important Notes

For returns of higher-value items exceeding the equivalent of USD 50, we recommend using a trackable shipping service and purchasing shipping insurance. We may not be able to compensate for items lost or damaged during return transit if we cannot confirm receipt.

This policy applies to the extent permitted by applicable law. We reserve the right to amend this policy without prior notice when necessary.