Return & Refund Policy

I. Third-Party Purchase Instructions

Orders placed directly through the Aurimi official website (Shopify official website) are eligible for all after-sales benefits under this policy.

Products purchased from retail partner stores, offline physical stores, personal shoppers, or other third-party e-commerce channels are not eligible for returns, exchanges, or warranty services. For after-sales issues related to these products, please contact the original retailer and follow their after-sales rules.

II. 45-Day Trial Return Policy

Trial Period: Calculated from the date of receipt (calendar day), a total of 30 days of risk-free trial period.

Mandatory Return Policy: All returns must be authorized by customer service in advance. Packages returned without authorization will be refused and returned to the consumer via the original shipping method. All round-trip shipping costs will be borne by the buyer. If a package is returned unclaimed and abandoned, it will be considered that the buyer has voluntarily waived their refund rights.

Return Shipping Costs: For returns due to standard personal reasons, all shipping costs are borne by the buyer. Shipping costs vary depending on the receiving/returning region.

Application Method: Please submit a return request via the official email address. Customer service will confirm the reason for the return and provide troubleshooting guidance and solutions. If the problem can be resolved by troubleshooting, it will be recommended first, and a return is not necessary.

30-Day Return Standards: The returned item must meet all of the following conditions: 1. The original packaging box must be returned intact; 2. All accessories must be complete: charging case, data cable, cleaning brush, earplugs, earwax protection mesh, instruction manual, warranty card, and accompanying tools; 3. Only minor scratches from short-term normal wear and normal wear on the earplugs, not affecting resale; damage caused by human error is not eligible for return.

Refundable Upon Inspection: If the item has a factory defect, a full refund is supported via the original payment method.

Refunds will not be accepted for the following human-caused issues: physical impact and breakage, water damage, improper long-term earwax buildup and maintenance, unauthorized disassembly and modification, or missing or incomplete accessories.

Refunds will not be issued for items damaged by human error, water damage, or modified.

Additional Requirements for Returns: The order number must be clearly written inside the package. For returns without an order number, the refund processing time will be extended by a maximum of 21 calendar days.

After the warehouse receives the returned item, it will take 1-2 business days (excluding weekends and US public holidays) to complete the appearance and functionality verification. Refunds will be issued to the original payment method within 2-3 business days after verification. The final arrival time of funds depends on the processing speed of the issuing bank and credit card institution, which is beyond our control.

Exchange Timeline: Exchanges for the same model or upgraded models require prior authorization from customer service. The 30-day trial period for exchanges is recalculated from the date the buyer signs for the new exchanged item.

III. Beyond the 30-Day Trial Period

Return requests and packages received after the 30-day trial period will not be refunded. Only repairs or paid replacements will be provided according to the 1-year warranty policy.

IV. Troubleshooting Steps for Unrefunded Refunds

Check your bank card and credit card transaction details;
Call your credit card issuer to confirm the payment progress;
Contact your bank to confirm any cross-border payment delays;
Check your spam/junk mail and promotional emails to confirm the refund notification email;
If you still haven't received your refund after completing the above steps, please send your order number to our after-sales email address for assistance.

V. Shipping Rules

Free Shipping Area: All orders within the 48 mainland US states enjoy free standard shipping; Alaska, Hawaii, and US territories are not eligible for free shipping. Shipping costs are displayed in real-time upon order placement.

Order Processing: Packaging and processing will be completed within 1-3 business days (excluding holidays) after successful payment. The system will automatically send a tracking number via email after shipment.

Logistics Time: Delivery typically takes 3-5 business days. Aurimi is not liable for compensation for delivery delays caused by lost packages or delivery delays by third-party courier carriers; however, we can assist buyers with claims through the courier.

Address Error: If the delivery address cannot be verified by the courier, customer service will contact the buyer via email to modify it. If the buyer does not reply with an updated address within 10 calendar days, the order will be automatically cancelled, and the payment will be refunded to the original payment method. The refund processing time is the same as for regular refunds.

VI. 1-Year Limited Warranty Policy

Warranty Period: The entire machine enjoys a 1-year limited warranty from the date of receipt of the goods. The warranty covers defects in original materials and manufacturing processes.

Warranty Eligible: If the issue is confirmed to be a factory quality problem, free repair or free replacement of the machine will be provided.

Warranty Exclusions (The following situations are not covered by the free warranty):
* Damage caused by physical impact or dropping;
* Water ingress or moisture corrosion;
* Long-term lack of cleaning, resulting in excessive earwax buildup and causing component malfunctions;
* Unauthorized disassembly or modification of the machine;
* Normal Consumable Accessories: Earplugs, earwax filters, cleaning supplies (considered daily consumables and not covered by the warranty).

Non-Warranty Repair: Customer service will first provide a repair quote. Repair will only begin after the buyer confirms payment. If the buyer refuses to pay for repairs, the goods will be returned to the original payment method, and the buyer will bear the round-trip shipping costs.

Regular cleaning and maintenance are essential to ensure the lifespan of your hearing aid. Failure to follow the maintenance guidelines will void the warranty.

All warranty and hardware repair requests require prior notification to customer service.

VII. Supplementary Notes on Clearance Display Models

Clearance display models and showcase models marked "Final Sale" are not eligible for the 30-day no-reason return policy; only a 1-year original factory warranty remains, and damage caused by human error is not covered.

VIII. General Supplementary Terms

Malicious bulk orders and repeated, high-frequency returns are prohibited. We reserve the right to restrict subsequent orders and after-sales rights for malicious users.

For public health and safety reasons, we reserve the right to refuse return of hearing aids with obvious stains or bodily secretions.

It is recommended to retain email records of all after-sales communication documents for easy verification.