Refund policy
60-Day Money-Back Guarantee
We want you to feel confident when purchasing from Auvio.
You may request a return within 60 calendar days from the date your order is delivered.
Products may be opened and reasonably tested during this period. Normal signs of careful trial use will not automatically make a product ineligible for return.
Promotional and discounted purchases are also covered by this policy unless a different condition is clearly disclosed before purchase.
Return Eligibility
To qualify for a return:
- The return request must be submitted within 60 calendar days of delivery.
- The product must have been purchased directly from shopauvio.com.
- The main product and all reasonably available components must be returned.
- Accessories, manuals and original packaging should be included where reasonably possible.
- The product must not have been intentionally damaged, altered, misused or subjected to damage beyond normal trial use.
- Proof of purchase or the order number must be provided.
Products do not need to be unopened or unused unless they are excluded from return for hygiene, safety or legal reasons and that exclusion was clearly disclosed before purchase.
Starting a Return
To request a return, email:
Please include:
- Your full name.
- Your order number.
- The email address used to place the order.
- A brief explanation of the return request.
Once the request has been reviewed, we will provide the authorised return address and instructions.
Do not send a return to the address shown on the original shipping label unless our customer service team specifically confirms that address.
Unauthorised returns may be delayed if we cannot identify the order.
Return Shipping Costs
Customers are responsible for arranging and paying for return shipping when using the standard 60-Day Money-Back Guarantee.
We recommend using a tracked shipping service. Auvio is not responsible for a returned parcel until it has been delivered to the authorised return location.
Auvio will pay or reimburse reasonable return shipping costs when:
- The wrong product was sent.
- The product arrived damaged.
- The product arrived defective.
- The return is required because of an error made by Auvio.
Contact us before returning an incorrect, damaged or defective product so that we can provide the appropriate instructions.
Refund Amount
Approved returns receive a refund of the product purchase price and applicable taxes paid for the returned item.
There is no restocking fee for eligible returns.
Original expedited or premium shipping charges are not refundable unless the return is caused by an error made by Auvio.
Refund Processing
Once the returned product has been received, it will be inspected and processed.
If the return meets the conditions of this policy, the refund will be issued to the original payment method within 10 business days.
Banks, card issuers and payment providers may require additional time to display the refund.
Contact info@shopauvio.com if more than 15 business days have passed since your refund was approved.
Damaged, Defective or Incorrect Orders
Please inspect your order after delivery.
Contact info@shopauvio.com as soon as possible if:
- The product or package arrived damaged.
- The product appears defective.
- An item is missing.
- You received the wrong product.
Include your order number and, where reasonably possible, photographs or a short video showing the issue.
We will review the matter and provide an appropriate replacement, refund or other remedy.
Order Cancellations
Orders may be cancelled before they enter processing or fulfilment.
Once an order has been dispatched, it cannot be cancelled. It may still be returned after delivery in accordance with this policy.
Exchanges
To request an exchange, contact info@shopauvio.com.
Depending on availability, we may arrange a direct exchange or ask you to return the original product and place a new order.
Non-Returnable Items
Certain items may not be eligible for return for hygiene, safety or legal reasons.
Any non-returnable condition must be clearly disclosed on the relevant product page before purchase.
This exclusion does not apply to products that arrive damaged, defective or incorrect.
Consumer Rights
This policy is in addition to any rights available under applicable Canadian federal, provincial or territorial consumer protection laws.
Nothing in this policy limits any right or remedy that cannot legally be excluded.