Refund policy
Effective date: August 7, 2026
We accept eligible returns requested within 30 days after delivery. Start every return by emailing support@aurholm.com. Do not send an item to our company address, U.S. warehouse, factory, or any address on a shipping label unless we authorize the return first.
Return eligibility
To qualify for a non-defective return, the item must be unused, uninstalled, and in its original condition. Please keep all parts, manuals, mounting hardware, protective materials, and original packaging. Wires must not be cut or altered.
We cannot accept a non-defective return if the item has been installed, modified, damaged after delivery, or returned with missing components. This restriction does not limit a claim for a product that arrived damaged, was sent incorrectly, or has a covered defect.
Custom and made-to-order products
A product that is clearly identified as custom or made to order before purchase cannot be returned for a non-quality reason. Damage, incorrect fulfillment, and covered manufacturing defects are still eligible for review under this policy and our limited warranty.
How to request a return
- Email support@aurholm.com with your order number, the item you want to return, and the reason for the request.
- Wait for written approval, packing instructions, the authorized return destination, and the return label cost, if any.
- Pack the item as instructed and give the package to the carrier within the period stated in the approval email.
Depending on the item and your location, an authorized return may go to a facility in the United States or China. We will tell you the destination and label cost before you decide whether to proceed.
Return shipping and fees
For an eligible return based on preference, size, color, or another non-quality reason, Aurholm will arrange a trackable return label when available. We will disclose the actual label cost before you confirm the return and deduct that cost from the refund.
We do not charge a restocking fee for an eligible item returned complete and in its original condition. If a customer-caused loss, missing component, or new damage reduces the item's value, we may make a reasonable deduction based on the documented loss. We will explain the deduction and provide supporting information.
Aurholm covers reasonable return or replacement shipping for a verified damaged, defective, or incorrect item.
Damage, missing parts, and incorrect items
Please inspect the order before installation. If an item is visibly damaged, incomplete, or different from what you ordered, contact us within 48 hours of delivery. Include your order number and clear photos of the product, packaging, shipping label, and affected area. Keep all packaging until we finish the review.
Reporting within 48 hours helps us investigate with the carrier. A later report does not automatically cancel rights available under applicable law.
After review, the appropriate solution may be a matched replacement part, replacement product, repair support, or refund. We will not ask you to complete electrical work that should be handled by a qualified electrician.
Refunds
We inspect authorized returns after delivery. If approved, we issue the refund to the original payment method, less any return label cost or documented deduction that applies. Our review and refund normally take 5 to 10 business days after the return arrives. Your bank or payment provider may need additional time to post the credit.
If you have not received an approved refund after your payment provider's normal processing time, contact us with your order number.
Exchanges
For a different non-defective item, the clearest process is to return the eligible original item and place a new order. Damage, defects, and incorrect items are handled through our claim process.
Order changes and cancellations
Email us within 24 hours after placing an order to request a change or cancellation. We will confirm whether the request can be completed. An order cannot be canceled after it ships. A custom or made-to-order item cannot be canceled after production begins.
Contact
Email: support@aurholm.com