Refund policy
Returns and Withdrawal Policy
14-day right of withdrawal
You have the right to withdraw from your order within 14 days without giving any reason.
The withdrawal period is 14 days from the day on which you or a person designated by you received the goods.
To exercise your right of withdrawal, you must inform us of your decision by means of a clear statement:
Auralens
Anna Rausch
Timmendorfer Strasse 61A
22147 Hamburg
Germany
Email: info@shop-auralens.com
Conditions for a return
You can also initiate your return directly through your customer account:
https://shopify.com/103134888284/account/orders
To meet the withdrawal deadline, it is sufficient to send your withdrawal statement before the 14-day withdrawal period expires.
Special conditions for contact lenses
Our contact lenses are sealed for health protection and hygiene reasons.
A return or withdrawal is therefore only possible while the hygienic seal or protective packaging of the contact lenses remains completely unopened and undamaged.
If the seal has been opened, removed or damaged after receipt, the right of withdrawal no longer applies to the affected contact lenses.
This also applies if the contact lenses have not been worn or used after opening.
Before opening the seal, please check the colour, variant and details of your order in particular.
Conditions for a return
To be eligible for a return, the contact lenses must be completely unopened, retain their original seal and be in their undamaged original packaging.
Please contact us at info@shop-auralens.com before returning the goods.
Returns must be sent to:
Auralens
Anna Rausch
Timmendorfer Strasse 61A
22147 Hamburg
Germany
Damaged, defective or incorrectly delivered goods
Please check your order immediately upon receipt.
If you receive a damaged, defective or incorrectly delivered item, please contact us as soon as possible at info@shop-auralens.com.
Please provide your order number and, where possible, send us photos of the affected product and its packaging.
Your statutory rights in respect of defective goods remain unaffected.
Effects of withdrawal
If you validly withdraw from your contract, we will reimburse the payments received from you, including the cost of the least expensive standard delivery option we offer.
Additional costs arising from your choice of a more expensive delivery method, such as express delivery, will not be reimbursed.
We may withhold reimbursement until we have received the goods back or you have provided evidence that you have returned them.
Unless otherwise agreed, we will use the same payment method for reimbursement that you used for the original order.
Return shipping costs
You bear the direct cost of returning the goods.
In the event of an incorrect delivery, damage or a defect, please contact us first at info@shop-auralens.com.
Refunds
Once we receive your return, we will check whether the conditions for a return have been met.
Following a successful review, the refund will be initiated using the original payment method.
Please note that, depending on your bank or payment provider, it may take a few additional days for the refund to appear in your account.