The exact returns process and conditions depend on where - and when - an Aura frame was purchased. However, if you purchased your frame from us directly (auraframes.com), it will be covered by our special 45-day Happiness Guarantee.
If you want to know how to cancel a recent order, please read this FAQ.
What is required to return a frame:
- The frame was purchased from Auraframes.com or our Amazon store
- A valid proof of purchase, showing the date of purchase
- If the frame was a gift, please provide the Amazon or Auraframes.com order ID
|Before returning your frame, please let us know if there is anything we can do to help. If the reason for your return is a defect, we'll be happy to replace it under our warranty policy.|
1) Returning a frame purchased from Auraframes.com
To request a product return during our 45-day Happiness Guarantee, please visit our Return Center: auraframes.returnly.com. Enter the order number and shipping zip code associated with your order to view your purchase history and select an item for return.
You will receive an email with a prepaid shipping label and instructions as soon as your return request is approved. Once we have received your frame, we will issue a full refund within 1-5 days.
If you need help or if you are not able to successfully use our return portal above, please contact our Customer Care team with your order number and we will assist you personally to resolve the matter.
2) Returning a frame purchased from Aura's Amazon Store
If you purchased your frame from our Amazon store, you have 30 days to return it for a full refund. Please simply access your Amazon Account, find the Aura frame order and select the "Return Product" option.
You will then receive a prepaid return label to return the frame. Once the frame is received, we will issue a full refund within 1-5 days.
If the frame was a gift, please contact the person who gave it to you to obtain the Amazon order number. If you need further assistance with your Amazon return, please contact Amazon Customer Service via this link.
3) Returning a frame purchased from a Retailer
Aura is unable to offer refunds for products that were purchased directly from a retailer or third party, including Ebay. Please contact the seller directly to ask them about their returns policy. If your frame is defective, however, please contact us to see if a replacement is covered by our one-year manufacturer warranty.
If the information in this article hasn't helped you resolve your problem, please submit a detailed support request and Aura's Customer Care Team will help.