1. Scope
This Returns Policy applies to all orders placed via the auriscollection.com website. Auris – Consulting & Investment, S.A. is governed by the applicable Swiss legislation, namely the Code of Obligations (CO).
2. Verification upon delivery
The buyer must check the apparent condition of the goods and their quantity at the time of delivery. Any claim relating to visible damage, incorrect quantities or non-conformity with the order must be:
- Written on the delivery receipt upon receipt
- Confirmed to the carrier by registered letter within 3 working days of delivery
In the absence of a claim at the time of delivery, the goods are deemed to have been received in good condition, complete and in accordance with the transport document.
3. Conditions for return
Goods received will not be returned or refunded, except in the following cases:
- Proven deterioration of the goods observed at the time of delivery and reported in accordance with point 2
- Shipping manifest error (product different from that ordered)
- Verifiable quality defect that is not attributable to transportation or storage by the customer
Any return of goods requires a formal prior written agreement between Auris and the buyer. Goods returned without this prior agreement will not give rise to a refund or credit note.
4. Deadline for Complaints
Complaints must be submitted within a maximum of 3 working days from the date of delivery, by e-mail to auris@auriscollection.com, indicating the order number and a detailed description of the problem.
5. Returns procedure
In the event of an agreed return, the buyer must:
- Wait for written confirmation from Auris before shipping the goods
- Pack the goods in their original condition upon receipt
- Include a delivery note indicating the volume, nature, reason and quantity of products returned
- Pack products correctly to avoid damage during return transportation
The costs and risks of return transportation are the responsibility of the buyer, unless otherwise expressly agreed by Auris.
6. Refunds and Credit Notes
In the event of an accepted and verified return, Auris will issue a credit note for the benefit of the buyer, excluding any additional compensation. Refunds will be processed by the same means of payment used for the original order, within 14 working days of receipt and validation of the returned goods.
7. Excluded Products
Returns are not accepted in the following cases:
- Products stored incorrectly by the customer (inadequate temperature, exposure to light, etc.)
- Products with open packaging or damaged by customer handling
- Products for which the complaint period (3 working days) has been exceeded
8. Contact
If you have any questions about returns, please contact our customer service department:
E-mail: auris@auriscollection.com
Phone: +41 79 48 92 755
Hours: Monday to Friday, 9am to 6pm (Geneva time)
