We handle each request regarding your Aura Frame on a case-by-case basis. To help guide the process and make sure you get the help you need, we’ve outlined a few standard return and refund policies below.
In the event that you receive a damaged frame or an incorrect product, we will happily replace it with a new one! Please contact our Customer Service team with any questions.
If for any reason you’d like to return your Aura Frame, you may do so within 120 days from the date of purchase for a full refund. Please ensure that the items you are returning are in new condition, repackaged in original packaging with all documentation and accessories.
All Aura Home, Inc. products are protected by a one-year warranty covering any manufacturing or hardware defects. This warranty does not cover faults caused by accident, neglect, misuse, or normal wear and tear. We reserve the right to require proof of purchase and to limit warranty coverage to the country in which the original purchase was made. This warranty applies to products purchased both from Aura Home, Inc. directly (including on Amazon.com) and those purchased from one of our Authorized Resellers.
Important: If the frame in need of replacement is located outside Canada, please contact us and we will do our best to assist you to resolve the issues. However, you may have to provide a shipping address in Canada.
If you encounter any issues with the hardware that are not resolved through troubleshooting or the resources available at our 24/7 Online Help Center, please contact our Customer Service team so we can help.
If we can’t resolve the issue, we’ll guide you through the available warranty options which, at Aura’s option, may include a refund, replacement or repair.
Repairs or replacements will use new parts or previously-used parts that are equivalent to new in performance and reliability. If your frame needs to be replaced but the model is discontinued or unavailable, we’ll offer you a similar or better model as replacement. All replacement frames will be new or equivalent to new in performance and reliability. Your repaired or replacement frame will be under warranty for the remainder of your one-year warranty period. No matter what, we’ll do our best to ensure that your photos transfer to the replacement frame seamlessly.
If you bought your frame directly from us, we make it easy to request, ship, and track a return. Just select the item you would like to return from your order history, and we’ll provide you with a pre-paid shipping label. We’ll cover the cost of the return postage and any restocking fees, all you need to do is schedule a pickup or take the package to the nearest carrier facility.
Currently we can only provide pre-paid shipping labels to customers located in the US and occasionally Canada. For locations where this feature is unavailable, we ask that you still use the downloaded label to initiate a return. Simply send us the shipping receipt and we’ll organize a refund for any shipping costs incurred.
Tracking Your Return: After you ship your return, you will be provided with a tracking number so that you can immediately track the status of your return. You can view a list of your return requests, get information about your return, or cancel your return at any point from our Returns Center.
Processing Your Return: After your order arrives at the warehouse and its condition is approved for restocking, we’ll send you a message that we are currently processing your return and will initiate a refund to your original form of payment. If you purchased your frame using a credit or debit card, you should receive a full refund within five business days of receipt of the returned item.
If you bought your frame online at Amazon.com or another website and would like to return it for a refund, please follow the return instructions from the website where you purchased your frame.
If you bought your frame at a physical store and would like to return it for a refund, please return it to the store where you purchased it and follow the retailer’s instructions.
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