Refund policy
Last updated: 5 November 2026. This policy applies to purchases made on aura-displays.com. Purchases made on Amazon are governed by Amazon's return policy.
At a glance
| Days 1–14 after delivery | Days 15–30 after delivery | After day 30 | |
|---|---|---|---|
| Return for a refund | Free, prepaid label | Accepted with a $59 (€49) restocking fee per shipment | Not available |
| Exchange for another Aura model | Free | Free (one exchange per order) | Not available |
| Defective, damaged on arrival, or wrong item | Free at any time under the Limited Warranty (section 16) | ||
1. How we count the days
1.1 Delivery date. The delivery date is the date on which the carrier records your parcel as delivered (by signature where one is collected, otherwise by the carrier's delivery scan), in the local time of the delivery address.
1.2 Day 1. Day 1 is the day after the delivery date. The free return period ends at 23:59 (local time of the delivery address) on day 14. The exchange and paid return period ends at 23:59 on day 30.
1.3 Request date. What counts is the date on which you submit your return request through our returns portal or write to our support team, whichever comes first. The time we take to reply never shortens your period.
1.4 Several parcels. When an order is delivered in several parcels, the delivery date is that of the last parcel.
1.5 Pickup points and forwarders. When a parcel is held at a pickup point, the delivery date is the date you collect it, and no later than 7 days after the carrier's drop-off. When you ship to a freight forwarder or a parcel-receiving service, the delivery date is the date the forwarder receives the parcel.
1.6 No delivery record. If no delivery record is available from the carrier, the parcel is deemed delivered 15 days after the order date.
2. Free returns: days 1 to 14
2.1 You may return any product for a full refund within 14 days of delivery, for any reason. This applies to all countries, to sale and promotional items, and to refurbished products.
2.2 Condition. The product must be returned complete and in resalable condition: all screens, cables, the power adapter, stands, documentation, the pre-applied screen protectors, any accessories included free of charge with your order, and the original packaging. You may open the box and test the product as you would in a store. Normal handling for testing is fine; signs of use beyond testing, scratches, marks, or missing items are treated under section 7.
2.3 Return label. In the countries covered by our returns programme, we provide a prepaid return label at no cost. In other countries, section 6 applies.
2.4 Refund. The refund is issued to your original payment method within 5 business days of the carrier's first scan of your return parcel (section 8). Your bank or card issuer may take a further 3 to 10 business days to post it.
3. Days 15 to 30: exchange or paid return
3.1 After day 14, you may still choose one of the following options until day 30:
(a) A free exchange for another Aura model of your choice. We refund or charge the price difference. Exchange shipping is free.
(b) A return for a refund, subject to a restocking fee of $59 per shipment (€49 in the EU, £49 in the UK). The restocking fee covers return transport, receipt and inspection, cleaning and disinfection, the replacement of protective films and packaging, and the testing required to put the unit back into stock. It is deducted from your refund.
3.2 The same condition requirements as in section 2.2 apply.
4. Exchanges
4.1 An exchange modifies your original order. It is not a new purchase and does not open a new return period. All periods in this policy continue to run from the delivery date of your original order.
4.2 Exchanges are limited to one per order.
4.3 If you return an exchanged product, the return is accepted until day 30 after the delivery date of your original order, subject to a restocking fee of $59 (€49 in the EU) for each shipment made (an exchange followed by a return involves two shipments: $118 / €98), since each shipment carries the costs described in section 3.1(b). This also applies when the exchanged product was itself received within the last 14 days.
4.4 For an exchange requested within days 1 to 14, the exchanged product may be returned free of charge until day 14 after the delivery date of the original order, and under section 3 thereafter.
5. After day 30
After day 30, returns and exchanges are no longer available. Defects are handled under the Limited Warranty (section 16), and under your statutory rights where they apply (section 12).
6. How to return a product
6.1 Request. Submit your request through our returns portal at aura-displays.loopreturns.com or by writing to hello@aura-displays.com. Please do not ship anything before your request is accepted: parcels sent without an accepted request cannot be processed or refunded.
6.2 Photos. Before a label is issued, you will be asked to upload photos of the product (front and back, screens switched on), the accessories, and the box. These photos document the condition of the product when it leaves you and protect you in case of transport damage.
6.3 Label validity. Your prepaid label is valid for 14 days from the date it is issued. Please drop the parcel off within that period. After it expires, a new label is issued at your cost, or you may ship the parcel yourself under section 6.5.
6.4 Packaging. Use the original box and inserts, or packaging of equivalent protection. Damage caused by inadequate packaging is your responsibility and must be claimed from the carrier.
6.5 Countries without a prepaid label. Prepaid return labels are available in the countries covered by our returns programme; our returns portal and our support team will tell you whether your country is covered. In all other countries, you may return the product at your own cost. Returned units go back to our production and quality facility in Hong Kong, where every unit is tested, refurbished and re-certified before it can be sold again; the return address depends on the product and is provided by our support team as soon as your return request is confirmed and registered in our system. Please use a tracked and insured service, declare the parcel as “returned goods”, and send us the tracking number. The parcel travels at your risk until it reaches us. Once it is delivered to our facility, we reimburse a flat $49 towards your return shipping costs, in addition to your refund. Import duties, taxes and brokerage fees charged on return shipments are your responsibility.
6.6 Serial numbers. The serial number of each unit is recorded when your order ships and checked on return. A returned unit must be the unit we shipped to you.
7. Inspection of returned products
7.1 Every returned unit is inspected on receipt and compared with the photos submitted with your request.
7.2 If a unit is incomplete, we deduct the listed price of the missing items. If a unit is damaged, scratched, marked, or shows use beyond testing, we deduct the cost of repair or refurbishment, or decline the return if the unit cannot be refurbished; in that case we return it to you.
7.3 Because refunds are issued before the unit reaches us (section 8), an inspection may take place after your refund. If the inspection reveals damage or missing items that were not disclosed in your request and were not reflected in your refund, we will contact you with photos and an itemised invoice for the repair or replacement costs, payable within 14 days. We reserve the right to decline future orders until the invoice is settled and, where the amount justifies it, to pursue recovery.
8. Refunds
8.1 Refunds are issued to the original payment method. We cannot refund to a different card or account.
8.2 Timing. For returns shipped with our prepaid label, the refund is issued within 5 business days of the carrier's first scan of the return parcel. For returns shipped by you (section 6.5), and for business purchases (section 10), the refund is issued within 5 business days of receipt and inspection at our returns centre. In all cases, EU and UK consumers are refunded no later than 14 days after we receive the product or proof that you have shipped it, whichever is earlier.
8.3 What is refunded. The price paid for the returned product and the standard shipping cost of your order, where any was charged. Express shipping upgrades, import duties paid in countries where prices do not include them, and the costs set out in sections 3, 4, 6.5 and 7 are not refunded. Refunds are made in the currency of your order; we are not responsible for exchange-rate differences or fees charged by your bank.
8.4 Promotions and bundles. Free accessories, promotional items, and bundle discounts are tied to the product. If the product is returned and the accessories are not, their listed price is deducted. If a bundle is partly returned, the discount is recalculated on the items you keep.
9. Defective, damaged, or wrong products
9.1 If your product arrives damaged, is not the product you ordered, or develops a defect, contact us within 14 days of delivery for transport damage and wrong items, and at any time during the warranty period for defects. Please send photos or a short video with your message. A product that matches its technical specifications is not defective or “wrong” because it differs slightly from the 3D renders or other generated visuals on the product page (see section 2.3a of our Terms of Service); the ordinary return conditions of sections 2 and 3 apply.
9.2 Returns for these reasons are free of charge at any time within the warranty period, with no restocking fee, and are handled under the Limited Warranty (section 16). Our team may ask you to complete a short troubleshooting step before a return is approved, since many reported issues are resolved by a driver update or a cable change.
9.3 Damage during the return journey, when you have used our prepaid label and adequate packaging, is our responsibility.
10. Business purchases
10.1 A purchase is a business purchase when it is made in the name of a company or for professional use. In the EU and the UK, this is the case when a VAT number is provided or an invoice is requested in a company name. Elsewhere, this is the case when the billing or shipping address names a company, an invoice is requested in a company name, or the order contains three or more units of the same product.
10.2 Business purchases may be returned within 30 days of delivery subject to a restocking fee of $59 (€49 in the EU) per unit, or exchanged free of charge. Products must be unused and complete. Refunds are issued after receipt and inspection. For purchases of five units or more, please contact us before ordering: our business team will confirm compatibility with your IT environment and agree on return terms in advance.
10.3 In the EU and the UK, the statutory right of withdrawal applies to consumers only. Business purchasers are governed by this section.
11. Other situations
11.1 Refused deliveries. A parcel refused at delivery and returned to us by the carrier is processed as a return requested on the delivery date, under the terms of section 2, with any deductions under section 7. Refusing a parcel does not cancel an order that has already shipped; see the Shipping Policy.
11.2 Gifts. The periods in this policy run from the delivery date of the order, not from the date a gift is opened. Refunds go to the purchaser's payment method; the recipient may request an exchange.
11.3 Lost return parcels. Parcels shipped with our prepaid label are our responsibility once the carrier has scanned them. Parcels you ship yourself remain your responsibility until delivered to our returns centre; keep your tracking and insurance receipt.
12. Consumers in the European Union and the United Kingdom
12.1 Right of withdrawal. If you are a consumer in the EU or the UK, you have the right to withdraw from your purchase within 14 days of the day after you, or a person you designate, take physical possession of the product, without giving any reason. To exercise this right, use our returns portal, the model withdrawal form below, or any unambiguous statement sent to hello@aura-displays.com before the period expires. You must then return the product within 14 days of your notice. We provide a prepaid label in covered countries; in other countries, section 6.5 applies and the direct cost of returning the product is yours, except that we reimburse a flat $49 as set out there.
12.2 Diminished value. You are liable only for any diminished value of the product resulting from handling beyond what is necessary to establish its nature, characteristics, and functioning. Section 7 describes how we assess it.
12.3 Refund. We refund all payments received from you, including standard delivery costs, without undue delay and no later than 14 days from the day we are informed of your withdrawal. We may withhold the refund until we have received the product or you have supplied proof of having sent it, whichever is earlier.
12.4 Beyond the statutory period. Sections 3 to 5 of this policy apply after the statutory withdrawal period and in addition to it. Nothing in this policy limits your statutory rights.
12.5 Legal guarantee. Products sold to consumers in the EU benefit from a legal guarantee of conformity of two years from delivery; in the UK, from the rights under the Consumer Rights Act 2015. Our Limited Warranty (section 16) is in addition to these rights.
12.6 Model withdrawal form. To Aura Displays, FREEDOM CRAFTWORKS LLC, 1111B S Governors Ave, STE 23604, Dover, DE 19904, United States, hello@aura-displays.com: I hereby give notice that I withdraw from my contract of sale of the following goods: [product], ordered on [date] / received on [date]. Name of consumer: … Address of consumer: … Date: …
13. Payment disputes
13.1 Contact us first. If anything goes wrong with your order, please contact us before anyone else: hello@aura-displays.com, or +1 (213) 845-0774 (real people, daily 9 am–4 pm ET). We acknowledge every message within one business day, and the processes in this policy resolve almost every situation quickly.
13.2 Reasonable time to investigate. You agree to give us five (5) business days from your first message to investigate and come back to you with a solution, before referring the matter to any third party, such as a payment provider, a marketplace, a consumer body or a dispute-resolution service. We will keep you informed during that time.
13.3 By placing an order, you accept this policy as displayed before and during checkout. A request made to a third party to reverse a payment is not a return: the product must still be returned to us under this policy, and the same amount cannot be refunded twice. If such a request is made while a return, exchange or refund is in progress, that process is suspended until the matter is closed: any return label is voided and any pending refund is withheld.
13.4 We respond to every such request with the complete order record, including this policy as accepted at checkout, the product page as displayed on the date of your order, the carrier's delivery confirmation, our correspondence with you, and the inspection record of any return.
13.5 If a payment is reversed although the product was delivered and has not been returned, or although a refund was already issued, we will invoice the amount owed and may decline future orders. Requests of this kind made for delivered products, or after a refund, are treated as abuse under section 14.
14. Abuse
We reserve the right to decline returns, exchanges, or future orders where we identify repeated returns of the same product, returns of units other than those we shipped, false damage or non-delivery claims, or other conduct inconsistent with this policy. We will inform you of our decision.
15. Changes and contact
15.1 We may update this policy. The version in force for your order is the version displayed on the date you placed it; we keep dated copies of every version.
15.2 Questions: hello@aura-displays.com · +1 (213) 845-0774 (daily 9 am–4 pm ET) · FREEDOM CRAFTWORKS LLC, 1111B S Governors Ave, STE 23604, Dover, DE 19904, United States.
16. Limited Warranty
Warrantor: FREEDOM CRAFTWORKS LLC, trading as Aura Displays, 1111B S Governors Ave, STE 23604, Dover, DE 19904, United States · hello@aura-displays.com · +1 (213) 845-0774 (daily 9 am–4 pm ET).
16.1 What is covered
16.1.1 Aura Displays warrants to the original purchaser that each product purchased on aura-displays.com, new or refurbished, is free from defects in materials and workmanship under normal use for one (1) year from the delivery date.
16.1.2 The warranty covers the monitor, its integrated stand or mounting system, and the cables and power adapter supplied in the box.
16.2 What is not covered
The warranty does not cover: (a) damage caused by accident, drops, pressure on the screens, liquids, heat, or transport after delivery; (b) damage caused by use with cables, adapters, or power supplies other than those supplied or recommended by Aura; (c) damage caused by improper installation, modification, or repair by anyone other than Aura; (d) normal wear, cosmetic damage that does not affect operation, and consumables such as protective films; (e) incompatibility with a laptop, operating system, or IT policy, where the product operates as described on its product page; (f) software issues caused by the operating system, third-party drivers, or restrictions imposed by the owner of the computer; (g) products with an altered or removed serial number. (h) differences between the product and the 3D renders or other generated visuals on the product page (colour, finish, proportions, reflections, content shown), where the product matches its technical specifications.
16.3 How to make a claim
16.3.1 Contact us at hello@aura-displays.com or +1 (213) 845-0774 (daily 9 am–4 pm ET) with your order number, a description of the issue, and photos or a short video showing it. Most claims are assessed within two business days.
16.3.2 Our team may ask you to carry out a short troubleshooting step (driver update, cable swap, settings check). A video call may be offered to speed this up; it is never a condition of your claim.
16.3.3 If the defect is confirmed, we will, at our option, repair the product, replace it with the same or an equivalent model (new or refurbished), or, where neither is possible within a reasonable time, refund the price paid. Replacement parts (cables, adapters, stands) may be shipped on their own where that resolves the issue.
16.3.4 Return shipping for a confirmed warranty claim is free of charge in the countries covered by our returns programme. In other countries, section 6.5 of this policy applies and we reimburse a flat $49 towards return shipping.
16.3.5 A replacement product is covered for the remainder of the original warranty period or 90 days from its delivery, whichever is longer.
16.4 Limitations
To the extent permitted by law, this warranty is the sole express warranty for the product, and Aura's liability is limited to the price paid for the product. Aura is not liable for loss of data, loss of use, or indirect or consequential damages. Any implied warranties are limited in duration to the term of this warranty. Some jurisdictions do not allow these limitations, in which case they apply only to the extent permitted.
16.5 Your statutory rights
This warranty is in addition to, and does not limit, your rights under the law of your country. In particular: consumers in the European Union benefit from a legal guarantee of conformity of two years from delivery, under which the seller is liable for any lack of conformity existing at delivery; consumers in the United Kingdom have the rights set out in the Consumer Rights Act 2015; consumers in Australia have guarantees under the Australian Consumer Law that cannot be excluded. Where these rights go beyond this warranty, they prevail.
EU legal guarantee notice: under EU law, consumers are entitled to a legal guarantee of conformity of at least two years from delivery, free of charge, which this commercial warranty does not replace or limit. If the product is not in conformity, you may request repair or replacement, or, where applicable, a price reduction or termination of the contract.