Returns & Refund
Our Returns Policy
At Aurixaplay, we want you to be satisfied with your purchase. If an item is unsuitable, arrives damaged, or does not match what you ordered, please contact us so we can review the situation and explain the available options.
This policy applies in addition to your statutory rights under German and applicable European Union consumer law. Nothing in this policy limits a right that cannot legally be excluded.
Right to Return an Order
For most online purchases, consumers have a statutory right to withdraw from the purchase contract within 14 days of receiving the goods, without giving a reason, subject to legal exceptions.
To exercise this right, you must notify us within the applicable withdrawal period. Please refer to our Cancellation and Withdrawal Policy for details.
Products should be returned in a condition that allows us to assess them. You may inspect and handle goods to the extent reasonably necessary to establish their nature, characteristics, and functioning, as you would be able to in a physical shop.
You may be responsible for diminished value resulting from handling beyond what is necessary to inspect the goods, where permitted by law.
How to Request a Return
Please email info@aurixaplay.com with the following information:
Your order number.
The product you wish to return.
A short explanation of your request, where relevant.
We will respond with instructions on how and where to send the item. Please contact us before shipping a return so that we can provide the appropriate return instructions.
Do not send items to the registered business address unless we have specifically confirmed that this is the correct return destination.
Condition of Returned Products
Where applicable, please return the item with its original packaging, accessories, and documentation.
You may inspect an item as permitted by consumer law. If an item has been used or handled beyond what is necessary to establish its nature, characteristics, and functioning, a deduction for diminished value may apply where legally permitted.
Statutory rights concerning defective, damaged, or incorrectly delivered products remain unaffected.
Damaged, Defective, or Incorrect Items
If you receive a damaged, defective, or incorrect product, please contact us at info@aurixaplay.com as soon as reasonably possible.
Include your order number, a description of the problem, and photographs where helpful.
We will review the issue and explain the appropriate solution under applicable law. Depending on the circumstances, this may include repair, replacement, a price reduction, or a refund.
Where we are responsible for the problem, we will not charge you return costs that we are legally required to bear.
Refunds
Once a return has been received or the relevant withdrawal has been properly communicated, we will process refunds in accordance with applicable law.
For a valid withdrawal, we generally refund payments received, including the cost of the least expensive standard delivery option offered at the time of purchase, as required by law. Any additional cost arising from your choice of a more expensive delivery option does not have to be refunded where the law permits this.
Refunds will normally be made using the same payment method used for the original transaction, unless another method has been expressly agreed without additional cost to you.
For statutory withdrawals, refunds will be made within the applicable legal deadline. We may withhold reimbursement until we have received the returned goods or you have supplied evidence that you have sent them back, whichever occurs first, as permitted by law.
Return Shipping Costs
For a statutory withdrawal, you are responsible for the direct cost of returning the goods if you were properly informed of this obligation before purchasing and applicable law allows it.
If the return is necessary because we supplied a defective, damaged, or incorrect product, we will bear the return costs where required by law.
Please contact us before arranging a return so that we can provide the correct instructions.
Exceptions to Returns
Certain goods may be excluded from the statutory right of withdrawal where a legal exception applies.
Examples can include goods made to a customer's specifications or clearly personalized goods, and certain sealed goods that are unsuitable for return for health protection or hygiene reasons once unsealed.
Any exception will apply only where the relevant legal requirements are met. A product is not automatically excluded from return simply because it has been opened.
Contact Us
For return or refund questions, contact:
Aurixaplay
Email: info@aurixaplay.com
Phone: +49 176 66408568
Please include your order number so that we can assist you efficiently.