Politique de remboursement

# Return & Refund Policy

Aura Tide Collective is operated by Aura Motion Group Limited. For returns, refunds, cancellations and after-sales assistance, contact support@auratidecollective.com. For pre-purchase enquiries, contact info@auratidecollective.com.

1. Change-of-mind returns

We do not offer a voluntary change-of-mind return or exchange programme. This does not affect any mandatory rights you have under applicable consumer law, including statutory cancellation rights and remedies for damaged, defective, missing, incorrect or misdescribed goods.

2. Statutory cancellation rights

For eligible EU and UK distance purchases, you normally have 14 calendar days after receiving your goods to notify us that you wish to cancel, without giving a reason. For goods delivered separately under one order, the applicable withdrawal period generally starts when the last item is received. Applicable law may extend a deadline that falls on a weekend or public holiday. Exceptions and other jurisdictions may have different rules. Any mandatory rights under the law applicable to your purchase remain available.

Send a clear cancellation statement to support@auratidecollective.com, with enough information to identify your purchase. Your order number is helpful. You may use the optional form below or another legally valid notification method. For eligible EU and UK withdrawals, return the goods within 14 days after notifying us, unless applicable law provides otherwise.

3. Where to return your goods

Our return facility is Logistics Distribution Center, Shanghai, China. Returns may therefore require international shipping to China.

Contact support@auratidecollective.com for the full receiving address, recipient details and shipping instructions before sending a parcel. This is to route your parcel correctly, not to make your statutory cancellation right subject to approval. We will provide instructions promptly without delaying your rights. Do not send goods to our Hong Kong registered office.

4. Condition and return shipping

For statutory cancellation, you may inspect goods as reasonably necessary to establish their nature, characteristics and functioning. Return supplied components and pack the goods securely. Please use the original packaging where available; opening ordinary packaging for necessary inspection does not automatically remove your rights.

Where permitted by law, we may deduct actual diminished value caused by handling beyond necessary inspection. We do not charge a flat restocking, administration or inspection fee for statutory cancellation.

For a lawful change-of-mind return, you bear the direct shipping cost to our Shanghai return facility only where permitted by law and disclosed before purchase. International shipping costs vary by origin, parcel and carrier. We do not promise free change-of-mind return shipping.

For goods supplied damaged, defective, incorrect or otherwise requiring a seller-funded remedy under applicable law, we bear the necessary return shipping costs. Contact support so we can arrange the appropriate return method. This does not limit mandatory rights.

5. Refunds

We issue statutory refunds within the applicable legal deadline. For EU and UK withdrawals, we reimburse without undue delay and within 14 days after receiving your cancellation notice, subject to any lawful right to withhold reimbursement until the goods or evidence of return are received, whichever occurs first.

For a full-order statutory withdrawal, the refund includes the standard outbound delivery charge where required. Additional costs for an optional upgraded delivery service need not be refunded. Refunds use the original payment method unless another method is expressly agreed without a fee to you. Bank processing time is separate from our obligation to issue the refund. Other statutory remedies follow their applicable rules and deadlines.

6. Damaged, faulty, missing or incorrect goods

Please inspect your order upon delivery. If an item arrives damaged or faulty, or your delivery contains missing or incorrect items, please contact support@auratidecollective.com within 4 calendar days of delivery so we can investigate promptly.

Include your order number, a brief description of the issue and, where reasonably available, photos of the affected item, packaging and shipping label. A short video may help explain the problem, but an unboxing video is not required.

If a fault is not reasonably apparent on delivery, please contact us as soon as you discover it. The 4-day reporting request helps us investigate delivery issues promptly; it is not a deadline that removes or limits your statutory rights.

Please retain the affected goods and packaging where reasonably possible while we assess the issue. Original packaging is not a condition of statutory remedies. Do not continue using an item that appears unsafe, and contact us for return instructions before sending it back.

We will provide the repair, replacement, refund or other remedy required by applicable law and cover necessary return shipping costs where the issue is our responsibility. Purchasing optional shipping protection is not required to receive these remedies.

7. Digital products and optional protection

Our digital learning materials are delivered electronically and are not returned as physical parcels. Applicable statutory rights remain available. We do not assume that payment, file delivery or downloading alone waives a statutory cancellation right. Any lawful waiver must satisfy the applicable consent, acknowledgement and confirmation requirements. Rights concerning defective or misdescribed digital content remain unaffected.

Optional Seel protection follows the coverage and terms provided for your order. It does not replace our obligations under consumer law. Contact support if you need help identifying the applicable process.

8. Exceptions and cancellations before dispatch

Any statutory exception applies only where its legal conditions are satisfied. A sale or discount alone does not remove statutory rights. We do not automatically exclude all opened goods from returns.

Contact support promptly to request cancellation before dispatch. We honour mandatory cancellation rights. Where no such right applies, stopping fulfilment depends on the order's status and our agreement; we do not provide an additional guaranteed cancellation window. Dispatch does not itself remove a statutory withdrawal right.

Outside the EU and UK, any mandatory local cancellation or remedy rights remain unaffected. Where no statutory change-of-mind right or applicable express promise exists, we do not accept a return solely because you no longer want the item.

9. Contact and optional cancellation form

Seller: Aura Motion Group Limited（奥动集团有限公司）, trading as Aura Tide Collective
Registered office / correspondence: Room 1508, 625 & 639 Nathan Road, Mong Kok, Kowloon, Hong Kong Special Administrative Region
After-sales and cancellations: support@auratidecollective.com

The registered office is not the parcel return facility. Use the Shanghai receiving instructions supplied by support for goods.

Optional cancellation form

To: Aura Motion Group Limited, at the correspondence address above or support@auratidecollective.com.

I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods / provision of the following service:

  • Goods or service / order reference:
  • Ordered on / received on:
  • Consumer name:
  • Consumer address:
  • Signature (only if this form is submitted on paper):
  • Date:

Delete whichever does not apply. Use of this form is optional.