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Shipping terms

Our goal is to make your purchase of our AURORA products simple, efficient and straightforward. Our promise is to ensure your satisfaction. 

Delivery costs

Delivery costs are free of charge within Germany, € 10 within the EU and € 25 within Europe, but outside the EU per unit. The delivery costs of accessory items vary depending on the product and are sometimes also staggered according to the quantity of the items, so please check the delivery costs directly in the shopping cart.


Delivery time and delivery

On http://rlt.auroraredlight.de/ we indicate the expected date of dispatch, i.e. the time when the goods will be available. 

The actual delivery date is after that and is influenced by several factors:

  • Receipt of payment from your financial institution;
  • Availability of the equipment and/or accessories ordered; 
  • Delivery address - for delivery addresses in rural areas, delivery may be delayed by two to three days.

Your order will be delivered by DHL on weekdays. A signature is required at the delivery address. If you cannot be found on the first delivery attempt, the parcel will be delivered to a DHL branch or Packstation near you. 

In this case, the delivery agent will leave a notice on a piece of paper that gives you the address and pick-up times of the DHL branch or Packstation. You can collect your parcel there within the next seven calendar days on presentation of the notification and your ID.

For small items, it is not necessary to collect them in person at the delivery address. These usually fit in the letterbox and can also be delivered to your neighbours if necessary. 

Changing an order 

  • Your order will be processed immediately. Subsequent changes may not be possible.
  • If subsequent changes are made, this may result in longer delivery times and additional costs.

Shipping damage claims are rare, but they do happen. In the event of shipping damage, we will promptly replace or repair the damage to your satisfaction. If you need to return an item to us, please note the following cancellation and return policy:

Visible loss or damage.

Any external evidence of loss or damage that has occurred during transit is considered visible loss or damage and should be noted on the package and signed for by the carrier’s representative (driver).


Concealed loss or damage

Damage that occurred during transit and was not visible at the time of delivery is considered concealed loss or damage. Due to improper handling during transport, it is possible to damage the contents of the cartons without damaging the cartons. In such a case, it is important to contact us immediately for instructions on how to process the claim. If a claim is to be made, it is important to keep the packaging in which the damaged goods arrived. You must open all boxes received and inspect the products for hidden damage within five working days of delivery.

CANCELLATION AND RETURN POLICY

  1. if an order is cancelled prior to dispatch, payment will be refunded in full. Note that we consider your product “shipped” when a shipping label and tracking number have been generated for a carrier. After products are considered shipped, cancellations will be treated as returns as described below.

  2. All returns require a Return Merchandise Authorisation (RMA) from our Customer Service Department. Please call 040 4011 0162 option “2” to obtain an RMA. No returns will be accepted or credits issued without an RMA. In order to receive credit or a replacement unit, we must first be able to receive and fully inspect your return.

  3. In accordance with our 30-day risk-free returns policy, returns will be accepted within 30 business days of receipt of the product. Shipping costs for returns are the responsibility of the customer. All returned items must be returned in “new” or “like new” condition, in undamaged original manufacturer packaging and with all original product manuals. Once the product has been received, inspected and verified in “as new” condition, a full refund of the purchase price of the product, less all original shipping charges, will be issued. For products sold with a “free shipping promotion”, the actual freight charges for the original shipping of the product will be deducted from your refund.

    For products sold with a “free shipping promotion”, the actual freight charges for the original shipment of the product will be deducted from your refund.

    1. if you reject an item delivered by a carrier for any reason other than damaged goods or a shipping error by us, the item will be treated as a return and the charges described in section 3 will apply.
    2. most products are covered by a manufacturer’s warranty which can be found in / on the packaging or in the documentation. We do not provide any warranty beyond the manufacturer’s warranty.