Rückerstattungsrichtlinie

Last updated: 23 September 2026

You can cancel your order for any reason within 14 days of delivery. If your Aura NeuroBand is faulty, your legal rights and our 24-month warranty protect you. Nothing in this policy affects your statutory rights.

1. Who this policy covers

This policy applies to products bought as a consumer directly from auraneuroband.com. It does not cover pledges made on Kickstarter, which are governed by Kickstarter's terms of use.

2. Changing your mind

You have the right to cancel your order within 14 days, without giving a reason. The 14 days end 14 days after the day you, or someone you name, receive the goods. If an order arrives in several deliveries, the period runs from the day the last item arrives. You can cancel a pre-order at any time before it is dispatched.

To cancel, tell us clearly before the 14 days end. Email auraneuroband@gmail.com with your name and order number, or use the model cancellation form at the end of this policy. You do not have to use the form.

Once you have cancelled, you must return the goods within 14 days of telling us. Please send back everything that came in the box: the core electronics unit, the fabric sleeve, the charging cable and any accessories, ideally in the original packaging.

Trying your NeuroBand. You may handle the product as you would in a shop. That includes unboxing it, trying it on, charging it, pairing it with the app and running a short session to check it works. If the product has been handled beyond that, for example worn for extended periods, damaged, or returned with parts missing, we may reduce your refund to reflect the loss in value.

Return postage. You pay the cost of returning goods you have changed your mind about. We recommend a tracked service, as the item is your responsibility until it reaches us.

3. Refunds after cancellation

We refund the price you paid and our standard delivery charge. If you chose a faster delivery option, we refund only the cost of standard delivery.

We issue your refund within 14 days of receiving the goods back, or of you giving us proof that you have sent them, whichever is earlier. If you cancel before dispatch, we refund within 14 days of your cancellation. Refunds go back to your original payment method, and we do not charge a fee.

4. Faulty, damaged or incorrect items

Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described. If they are not:

  • Within 30 days of delivery, you can reject the product for a full refund.
  • After 30 days, we will repair or replace it. If a repair or replacement fails, or is not possible, you can have a price reduction or a refund.
  • Within 6 months of delivery, a fault is presumed to have existed at delivery unless we can show otherwise. After 6 months, you may need to show that it did.
  • You may be able to claim for up to 6 years (5 years in Scotland).

Please contact us as soon as you notice a problem, ideally within 48 hours if an item arrives damaged in transit. Include your order number and a photo or short video of the issue. We pay the return postage for faulty, damaged or incorrect items and will send you a prepaid label.

Battery safety. If the unit is swollen, hot, leaking or physically damaged, stop using it and do not post it. Contact us and we will arrange a safe collection.

5. Aura Limited Warranty

On top of your legal rights, we warrant the Aura NeuroBand against defects in parts and workmanship for 24 months from delivery. This covers the sealed core electronics, sensors, battery and charging cable. If the battery holds less than 80% of its original capacity within the warranty period, we will treat that as a defect.

The warranty does not cover:

  • normal wear to the fabric sleeve, such as fading or pilling;
  • accidental damage, drops, crushing or submersion in water (the core is splash- and sweat-resistant to IP65, not waterproof);
  • damage caused by opening, modifying or repairing the sealed core;
  • damage caused by chargers or accessories not supplied or approved by Aura;
  • cosmetic marks that do not affect function.

To claim, email us with your order number and a description of the fault. We will repair the unit, replace it with the same or an equivalent model, or refund it. This warranty is in addition to your legal rights, including the 2-year legal guarantee if you live in the EU.

6. Items we cannot take back for change of mind

  • Digital content or paid app features, once you have started using them after agreeing that you lose your right to cancel. App membership refunds are covered in our Terms of Service.
  • Gift cards, once used.

Faulty items are always covered by section 4.

7. Exchanges

We do not offer direct exchanges for a different colour or edition. Please return your item for a refund and place a new order. Faulty items are replaced under section 4 or 5.

8. Contact and returns address

Aura NeuroBand Ltd, 2 Echo Court, 1 Telegraph Avenue, London NW9 4BA. Email: auraneuroband@gmail.com. Please do not send returns without contacting us first, so we can match your parcel to your order.