Not satisfied with the product?
If you are not satisfied with your purchase, you may return it in its original condition within 7 days of receiving it.
Returns are only accepted for products purchased directly from Aulumu's online store. For products purchased from authorized retailers, please contact the retailer directly.
Returned items must be in their original packaging and include all accessories, instructions and documentation.
Items that cannot be returned include items purchased through a retail store or items that have been damaged due to customer mishandling.
Returns without a receipt may be refused. Aulumu reserves the right to refuse any return.
In some cases, we may ask you to provide photos or videos of the defective product in order to issue a refund or exchange.
Please note that we may ask you to return your items to one of our global warehouses, including our warehouses in Shenzhen and the United States.
About return method
To initiate the return process, please email our Customer Support Team at service@aulumu.com and we will contact you within 24 business hours with the corresponding return address.
Please include the following information:
- Order number
- Proof of purchase
- Photos or videos of the defective item (if applicable)
- Complete shipping address
- Contact phone number
To expedite the refund process, please be sure to send Aulumu a return notice along with the following information:
- Shipping company name
- tracking number
If you receive a defective item
All our products come with a 6-month manufacturer's warranty from the date of purchase (some products have longer warranties). If you have a faulty product, please refer to our warranty page.
About Refunds <br data-start="32" data-end="35">Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or denial of your refund. If your refund is approved, it will be processed and a credit will automatically be applied to your credit card or original method of payment (within a certain number of days).
Returned items will be fully refunded if they are faulty. For non-defective items, the refund amount excludes all shipping and handling fees (including return shipping).
If you haven't received your refund, please double-check your bank account. Then, contact your credit card company. It may take some time for your refund to be officially processed. Next, contact your bank. It may take some time for your refund to be officially processed. If you've done all of this and still haven't received your refund, please contact us at service@aulumu.com .
Cancelling or Changing an Order <br data-start="458" data-end="461">If you wish to cancel or change your order before it is shipped, please contact us at service@aulumu.com . Once an order has been placed, it cannot be cancelled or changed.
If you order any unwanted items, you will need to return them for a refund (see "Refunds" above). Please note that you will be responsible for the cost of returning the items, unless the items are faulty.
Exchanges <br data-start="673" data-end="676">We only offer exchanges if the product is defective or damaged. If you need to exchange it for the same product, please contact us at service@aulumu.com and send the product to our designated warehouse.
Precautions
If you are returning an item over $50, we recommend using a trackable shipping service and purchasing shipping insurance. We cannot guarantee that your returned item will reach us.
Return shipping costs are the responsibility of the customer. Please check the fee structure of the shipping company you selected for specific fees.
If the product you received is damaged or is different from what you ordered, or if the return is due to our error, you will not be required to pay shipping costs. We will cover the full cost of the return.