AUREL · Legal & Trust
Return Policy
Our 30-day satisfaction guarantee with coordinated home collection and no heavy-equipment packing or transport.
30-Day White-Glove Satisfaction Guarantee
You may request a full return within 30 days of delivery under our White-Glove Return & Satisfaction Guarantee if your system does not meet your expectations or suit your listening room. This voluntary guarantee is additional to your statutory withdrawal and faulty-goods rights, not a replacement for them.
Request your return
Email contact@hificertified.com within the return window with your order reference and the items you wish to return. A reason is helpful but not required to exercise a statutory withdrawal right. We confirm the return and coordinate a suitable collection appointment directly with you.
Home collection, without the heavy lifting
Our courier team coordinates direct home collection and return pickup. You never have to package or transport heavy equipment yourself: our team arranges the protective packing, handling and transport required for collection. Keep the equipment, supplied accessories and any available packaging together and accessible; contact us if anything is missing. Do not ship heavy equipment independently.
Refunds and payment records
For an accepted full return, we arrange reimbursement through the original payment method where possible; bank refunds are coordinated securely with the customer. We never request card security codes for a refund. Any applicable refund timing and legally permitted adjustments will be explained clearly. For statutory withdrawal, reimbursement is due within 14 days of notice, subject to the lawful right to withhold it until the goods or evidence of return are received; standard outbound delivery costs are included where required.
Damage, faults and warranty support
If equipment arrives damaged, is faulty or differs from its description, contact us promptly so we can arrange appropriate collection, assessment and remedies. This is separate from a change-of-mind return. Certified Pre-Owned equipment also carries a 12-month AUREL in-house warranty from delivery, without limiting statutory rights.
Statutory withdrawal rights
Eligible EU consumers generally have a 14-day statutory withdrawal right for distance purchases, beginning on receipt, subject to applicable exceptions. To withdraw, send us an unambiguous statement by email; a special form is not required. Our longer 30-day guarantee and coordinated collection do not reduce these rights. Contact us about business purchases or any situation requiring different statutory treatment.
For privacy, order or return enquiries, contact: contact@hificertified.com