Disliking a Product
If you are not satisfied with your purchase, AULA Gear allows the return of non-customized and non-discounted products within 7 days of receipt, provided they are sealed and in their original packaging. Eligible returns should be unused and in the same condition as received. Please note that customized items, discounted products, accessories, and spare parts are excluded from this policy. Shipping fees, handling charges, and any taxes incurred due to the return are non-refundable. Additionally, a restocking fee amounting to 35% of the item's retail value applies to all returns, including those where the package is opened but the product is still functional. Contact support@aulagear.com for return processing. Once we verify the item's condition, you will be reimbursed 65% of the purchase price directly to your original payment method (PayPal or Credit Card) within 3-5 working days. Remember that PayPal or your bank may require additional processing time for the refund.
Factory Defects on Arrival
For products arriving damaged, incorrect, or faulty, report the issue to support@aulagear.com within 7 days of delivery with solid proof, such as an unboxing video. If the defect is due to manufacturing and not manual modification, AULA Gear will provide a shipping label and reship a replacement unit after receiving the return. Customers opting for a full refund instead of a replacement will need to cover the shipping costs. If specific items within the package (like keycaps, cables, switch pullers, etc.) are found to be defective, incorrect, or missing, AULA Gear will decide on a refund or replacement on a case-by-case basis.
Post-7-Day Factory Drfects
If a defect is claimed after 7 days, the item must be shipped back to AULA Gear for inspection. The customer is responsible for the shipping costs of such returns.
Note: All customized products, including keycaps, are non-refundable and cannot be returned due to hygiene and other considerations. This policy also applies to items such as carry cases, cables, spare keycaps, switch pullers, and other accessories.
Refunds
At AULA, we are committed to ensuring our customers are completely satisfied with their purchases. Below is our refund policy, which details the available refund methods and situations where store credit will be offered as the primary option.
Refund Methods
For eligible returns or cancellations, customers can choose between the following refund methods:
- Refund to the Original Payment Method: If the purchase was made via credit card, PayPal, or other supported payment methods, a refund will be processed back to the original payment method used for the transaction.
- Store Credit: Alternatively, customers may choose store credit, which can be used for future purchases on Aulagear.com. Store credit is a flexible and convenient option, allowing customers to enjoy a seamless shopping experience with us again.
When Store Credit is Prioritized
In certain circumstances, store credit may be prioritized over a direct refund to the original payment method. These situations include, but are not limited to:
- Purchases Made with 50% or More Discount: If a product was purchased at 50% off or more from the original retail price, store credit may be offered as the default refund method.
- Promotional Periods or Special Sales Events: During promotional events or sales periods, where significant discounts are applied, store credit may be the preferred refund method. This helps us maintain the stability of our promotions and offer better deals to future customers.
- Compensation-Based Refunds: In cases where store credit is offered as compensation for issues such as delayed shipping, product issues, or customer service resolutions, store credit will be issued instead of a refund.
How to Request a Refund
To ensure we process your preferred refund method accurately, customers are encouraged to reach out to us via email at support@aulagear.com. Please clearly indicate your preferred refund method when requesting a refund.
- If you prefer a refund to the original payment method, kindly specify that in your email.
- If you prefer store credit, we will issue a store credit code for use on future purchases.
- If no preference is provided within 48 hours of the refund request confirmation, the default refund will be processed as store credit.
Note: We strive to provide the best service possible and will always aim to offer the most suitable solution for our customers. If you have any further questions or concerns regarding our refund policy, please don’t hesitate to contact our customer support team at support@aulagear.com.
