Refund policy
Last updated: July 14, 2026
We want you to understand the return process before you purchase. This policy applies to products purchased directly from Aurora PowerUp through aurora-powerup.com.
30-day return window
You may request a return within 30 days after your order is delivered. To be eligible, the product must be unused, undamaged, unaltered, and returned in its original packaging with all accessories, manuals, and included contents.
Before sending anything back, email info@aurora-powerup.com with your order number and reason for return. Returns sent without prior authorization may be refused.
Damaged, defective, or incorrect items
Please inspect your order promptly after delivery. If an item arrives damaged, defective, or different from what you ordered, contact us within three days of delivery. Include your order number and clear photographs or video showing the product, packaging, and issue.
After reviewing the information, we will explain the appropriate remedy. Depending on the circumstances and applicable law, this may include troubleshooting, replacement, return, partial refund, or full refund. When we confirm that an item arrived damaged, defective, or incorrect, Aurora PowerUp will cover reasonable approved costs associated with the remedy.
Return shipping and return address
For returns based on preference or change of mind, the customer is responsible for return shipping costs. Original shipping charges are non-refundable unless required by applicable law.
Our return facility may be located in China. Do not send a return to the address shown on the shipping label. Our support team will provide the correct return address and instructions after approving your request. We recommend using a tracked shipping service; Aurora PowerUp cannot confirm receipt of a return without delivery evidence.
Items that cannot be returned
We cannot accept returns of used, damaged, altered, or incomplete products, or products returned outside the 30-day window, unless the product is defective or applicable law provides otherwise. For health and safety reasons, intimate, sanitary, hazardous, flammable, or perishable products cannot be returned after opening.
Refund process
We will notify you after your authorized return is received and inspected. Approved refunds are normally issued to the original payment method within seven business days. Your bank or payment provider may require an additional 5–10 business days to post the credit.
If a return does not meet the eligibility requirements, we may decline the refund or offer a partial refund reflecting loss in value, where permitted by law. We will explain the decision before taking further action.
Order cancellations
We begin processing orders quickly. If you need to cancel or change an order, email us immediately with your order number. We will make a reasonable effort to help, but cancellation is not guaranteed after fulfillment has begun. Approved cancellation refunds are normally processed within 1–3 business days.
Delivery issues
Customers are responsible for providing a complete and accurate shipping address. If an order is returned, refused, unclaimed, or undeliverable because of customer-provided information or failure to collect it, additional shipping and carrier charges may be deducted from any available refund.
If tracking indicates that a shipment is lost, or an order has not arrived within 60 days after dispatch, contact us so we can investigate with the carrier. Based on the investigation and applicable law, we will provide an appropriate remedy, which may include replacement or refund.
For packages marked delivered but reported missing, we will provide available carrier and tracking information and assist with the inquiry. Aurora PowerUp is not responsible for theft after confirmed delivery, except where required by law.
Contact us
To request a cancellation, return, replacement, or refund, email info@aurora-powerup.com. Please include your order number and relevant photographs when applicable.