Refund and Returns Policy

Last Updated: May 07, 2026

At Aura9, we strive to ensure that our premium surgical instruments meet the highest standards of quality and precision. We understand that expectations for medical-grade equipment are exacting, and we are committed to providing a transparent process should a return or refund be necessary.

1. Eligibility for Returns

To be eligible for a return, the following conditions must be met:

• Timeframe: Items must be returned within 30 days of the date of delivery.
• Condition: Items must be in their original, unused, and undamaged condition, including all original packaging, seals, and documentation.
• Sterility: Due to the nature of dental surgical instruments, any item that has been opened from its sterile packaging or used in a clinical setting is non-returnable and non-refundable, unless the item is found to be defective upon arrival.

2. How to Initiate a Return

To start the return process, please follow these steps:

1. Contact Us: Send an email to [Insert Client Contact Email] with your order number, the name of the item(s) you wish to return, and the reason for the return.
2. Authorization: Once your request is reviewed, our team will provide you with a Return Merchandise Authorization (RMA) number and instructions on where to ship the item.
3. Shipping: Please pack the items securely in their original packaging. We recommend using a tracked shipping service, as we cannot guarantee receipt of returned items. Customers are responsible for return shipping costs unless the return is due to a manufacturing defect or an error on our part.

3. Refunds

Once we receive your returned item and verify its condition:

• Inspection: Our quality control team will inspect the product to ensure it complies with our return eligibility standards.
• Processing: If approved, your refund will be processed to your original method of payment within 7–10 business days. Please note that banks may take additional time to reflect the transaction in your account.
• Partial Refunds: In certain situations, only partial refunds may be granted if an item is not in its original condition, is damaged, or is missing parts for reasons not due to our error.

4. Defective or Damaged Items

We take great care in inspecting our instruments before they are shipped. If you receive an item that is defective or damaged during transit, please notify us immediately upon delivery—ideally within 24–48 hours. Include clear photographs of the damage so we can expedite a replacement or refund.

5. Non-Returnable Items

The following items are excluded from our refund policy:

• Items clearly marked as final sale or clearance.
• Custom-made or bespoke instruments modified to specific user requirements.
• Products that have been used, autoclaved, or processed for clinical use.

6. Contact Us

If you have any questions regarding our return policy or need assistance with your order, please reach out to our concierge team:

Aura9 Support

Email: info@aura9.co.uk

Website: https://aura9.co.uk/