Returns and complaints

How can I send an item back?

Statutory right of withdrawal: 14 days from receipt of the goods, without giving reasons. The authoritative instructions can be found on the “Right of withdrawal” page.

How do I register a return?

Please register the return in advance — that way we can match your parcel straight away and refund you sooner.

• Retourenportal: Bestellnummer und E-Mail-Adresse eingeben, Artikel auswählen, Versandlabel herunterladen
• E-Mail an kontakt@aura-haushaltsgeraete.de mit Bestellnummer und Artikelbezeichnung
• Telefon: +49 176 14111374

What does a return cost?

We bear the cost of returning the goods. For parcel shipments we provide you with a free return label.

Large appliances delivered by freight forwarder are collected from you. Please arrange an appointment with our customer service; disconnect and empty the appliance beforehand.

How should I package my return?

Where possible, use the original box with the transport locks — with washing machines and televisions in particular, this protects against damage. Enclose all accessories, remote controls, cables, manuals and any vouchers supplied. If parts are missing, we can only refund the compensation for loss of value proportionally.

What happens when you inspect the returned goods?

You may examine the goods as you would be able to in a shop — that is, unpack them, look at them and test their functions. For a loss in value going beyond such examination (for example an extractor hood already fitted and showing drill marks, or an intensively used coffee machine with limescale residue), we may claim compensation.

When will I get my money back?

We refund the purchase price including the standard outbound delivery costs without undue delay, and at the latest within 14 days of receiving your declaration of withdrawal. We may withhold the refund until we have received the goods back or you provide proof of dispatch. The refund is made using the original means of payment; you incur no charges as a result.

How do I report a defect?

New appliances are covered by the statutory liability for defects for two years from delivery. If a defect appears within the first twelve months, it is presumed to have been present at handover — so you do not have to prove anything.

Please report the defect to our customer service first, and have your order number, the serial number and a brief description of the fault to hand. For large appliances we normally send a technician to you rather than transporting the appliance — that is faster and gentler on the appliance.

What is the difference between a guarantee and statutory liability?

Many manufacturers grant voluntary guarantees, such as ten years on motors or five years on compressors. These guarantees exist alongside the statutory liability for defects and do not restrict it. We are happy to help you deal with the manufacturer.

What do I do if there is transport damage?

If the goods arrived damaged, please contact us within a few days and, if possible, send photographs of the packaging and the appliance. We will then arrange a replacement or a collection. Reporting late does not harm your statutory rights, but it does make it easier for us to settle the matter with the carrier.

Which items do you not take back?

Excluded from the right of withdrawal and return are, among others, made-to-measure items as well as unsealed hygiene articles, software and data media. The complete list can be found on the “Right of withdrawal” page.