Return and Refund Policy

This comprehensive operational framework outlines the specific parameters governing item returns, product replacements, and balance adjustments for purchases made through our commercial platform within Hong Kong.

Our formal procedures operate in strict alignment with the Consumer Council guidance and the Sale of Goods Ordinance of Hong Kong to maintain complete corporate accountability.

Eligibility Parameters for Returns

We provide a strict thirty-day window for clients to report product issues, which commences on the exact calendar date of delivery. This return framework operates under strict structural limitations to maintain transactional stability across our regional distribution network.

• Damaged Items: If your automated relaxation seating unit arrives with visible structural damage or clear physical defects sustained during warehouse movement or local transportation, your order qualifies for a full internal review.
• Incorrect Models: If the delivery team hands over an alternative model variant that deviates from the specific item detailed on your invoice, you are eligible to initiate an official resolution path.

Please be informed that our organization does not accommodate or process return requests, product exchanges, or fiscal adjustments due to a subjective change of mind. We strongly advise that customers review item specifications and spatial requirements completely prior to finalizing their purchase transaction.

Return Procedure and Transportation Costs

To initiate an official return file, customers must transmit an electronic communication to our operations desk at massage@aurexomivra.com within the 30-days timeframe. Your email should state your invoice reference, specific delivery details, and a description of the structural defect or model mismatch.

Upon receiving and logging your inquiry, our customer assistance team coordinates with our local logistics provider to arrange a physical extraction from your delivery address. Our organization assumes full responsibility for all transportation expenses connected to the return extraction. Customers face zero out-of-pocket costs and absolutely zero restocking fees throughout this entire retrieval phase.

Condition Evaluation Period

When the returned unit arrives back at our regional operations facility, our staff utilizes a strict twenty-four-hour processing window to evaluate the physical state of the item. This structural evaluation ensures the product mirrors the condition described in the initial customer email. This step must conclude before any replacement action or bank transaction initiates.

Resolutions: Replacements and Bank Transfers

Once our operational evaluation concludes, we execute a resolution based on model availability and structural state:

1. Model Replacement: If an identical unit is available within our warehouse network, we schedule a secondary delivery to your address at no additional cost.
2. Balance Refund: If the item damage cannot be rectified by our technicians or if the specific model variant is completely out of stock, we initiate a full fiscal refund.

Because our distribution network relies entirely on Cash on Delivery handovers at your physical doorstep, our administrative database possesses no record of your digital banking profiles. Consequently, our support staff will communicate with you via email to secure your necessary local routing details and account numbers.

Upon receiving this critical written authorization from you, we execute the wire transfer directly to your designated local bank account. The time required for the total balance to register inside your profile spans up to 7 business days. This timeframe fluctuates based entirely on the processing rules of your specific banking institution.

Operational Support Hours

Our customer communication network is fully active to address tracking updates, process documentation requests, or clarify compliance terms. Our support staff is available from 09:00 until 18:00 Hong Kong Time, Monday through Friday. We remain committed to maintaining a clear platform that satisfies local commerce codes and global digital advertising distribution requirements completely.

Contact Address: massage@aurexomivra.com

Operational Hours: Monday through Friday, 09:00 to 18:00 (Hong Kong Time)