Returns & Refund Policy

Last Updated: April 2025

1. Overview

At Aurenyx, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your Aurenyx Pulse Ultra, we offer a straightforward 30-day return policy to ensure your peace of mind.

2. Return Window

You may return your Aurenyx Pulse Ultra within 30 days from the date of delivery. The return request must be initiated within this period by contacting our support team.

3. Conditions for Return

To be eligible for a return, the following conditions must be met:

• The product must be in its original condition — unused or lightly used with no visible damage
• The product must be returned in its original packaging, including all accessories (charger, strap, documentation)
• You must provide your order confirmation or proof of purchase
• The return must be initiated within 30 days of receiving the product

4. How to Initiate a Return

To start a return, please contact our support team:

• Email: [email protected]
• WhatsApp: Available during business hours (Mon–Fri, 08:00–17:00 SAST)

Please include your order number, reason for return, and preferred contact method. Our team will provide you with return instructions and a return shipping address within 24–48 hours.

5. Return Shipping

Return shipping costs are the responsibility of the customer unless the product is defective or was delivered incorrectly. We recommend using a tracked shipping service to ensure your return package arrives safely.

6. Refund Process

Once we receive and inspect your returned product, we will process your refund within 5–10 business days. Refunds will be issued to your original payment method. Please allow additional time for your bank or payment provider to reflect the refund in your account.

7. Defective Products

If you receive a defective product, please contact us immediately. We will arrange for a replacement or full refund, including return shipping costs, at no additional cost to you. Defective products reported within the 12-month warranty period will be handled in accordance with our warranty terms.

8. Exchanges

We do not offer direct exchanges at this time. If you wish to exchange a product, please initiate a return and place a new order for the desired item.

9. Non-Returnable Items

Products that have been significantly damaged by the customer, modified, or used beyond normal wear and tear may not be eligible for return. Products returned without original packaging or missing accessories may be subject to a restocking fee.

10. Consumer Protection

This returns policy is provided in addition to your statutory rights under the Consumer Protection Act 68 of 2008 (CPA) of South Africa. Your statutory consumer rights are not affected by this policy.

11. Contact

For any questions about returns and refunds, email us at [email protected].