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Return & Refund Policy
LIFETIME PRINTER GUARANTEE
We stand behind the quality of our products. If you have any product quality issues, please contact us at support@auraknitting.com. We offer our guarantee for these concerns.
SHIPPING GUARANTEE
We understand the importance of on-time delivery at AURA Knitting and want to ensure your peace of mind when ordering from us. That's why we guarantee a maximum shipping time of 30 working days for all orders.
This guarantee is a commitment to you, our valued customer, that your order will arrive within a reasonable time. Although the 30-day period does not reflect our average delivery times, it acts as a safety measure to address any unforeseen delays in transit.
If for any reason your order is not delivered within this guaranteed period, rest assured that we have measures in place to deal with the situation immediately. You will be able to choose between:
Refund or Resend: If your order does not arrive within 30 days and the tracking shows no updates, you can choose a full refund or resend at no additional cost.
Partial Refund or Store Credit: For orders delivered after 30 days with tracking updates, we offer a partial refund or store credit as a gesture of appreciation for your patience.
Check out the updated delivery times!
CANCELLATIONS
To cancel your order, please contact our support team immediately at support@auraknitting.com. Once your order has been processed, cancellation requests will no longer be possible.
RESCUE OF DAMAGED PRODUCTS
All products that are defective or damaged are eligible for a free exchange without the need to return the items.
To start the compensation claim process, follow these steps:
Submit Evidence: Submit evidence of damage within 7 days of receiving your order. Use images and/or video in your email to support@auraknitting.com. The evidence must clearly demonstrate the problem; if necessary, additional proof may be requested, please send them to support@auraknitting.com. Make sure you include the order number in the shipping notes.
Proof of Damage: Proof of damage is required to qualify for free reshipment. Products that are undamaged or have no evidence of damage will not be eligible for reshipment.
Shipping Label: Provide an image of the shipping label for any items missing from the package to facilitate the reshipment or return process.
This resolution covers both total and partial product damage scenarios.
HOW TO START A REFUND
Follow these steps to initiate a refund:
Contact Us: Email us at support@auraknitting.com within 7 days of receiving your order. Please provide a reason for your return to help us improve our services.
Return window: You have 7 days from the date you receive your order to return it.
For orders with multiple items delivered separately, the return period for each item is calculated from the date of delivery.
After this period, refund requests will no longer be valid.
The support team will provide return addresses and returns will only be accepted at the address provided.
Shipping costs:
Return shipping costs are the responsibility of the buyer.
We are not responsible for undelivered or lost packages during returns. Please make sure the package is sent with a trackable service as you are responsible for the product until it reaches us.
Packaging Requirements: Please ensure that all items are packed in their original packaging, with the original bag and label intact and undamaged.
Refund Eligibility: Please send the return package within 10 days of receiving the return address.
Please provide us with the tracking number within this 10 day period. Tracking details provided after 10 days will not be accepted.
Shipping costs for the original order are non-refundable.
Upon receipt of your return package, we will inspect the items and process the refund to the original source of payment.
Please note: You cannot cancel a purchase by refusing to receive items
REFUND PROCESS
All refunds will be credited to the original payment method used to place the order. PayPal refunds can take up to 24 hours, while card payments can take 3-5 business days to return to your account. If you do not receive your refund after 5 business days, please contact your financial institution.