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RETURNS / FAULTY GOODS POLICY (B2B)

Effective Date: 9 August 2025

NON-NEGOTIABLE POLICY (B2B): Returns are accepted only for faulty goods as set out below. No change-of-mind returns are offered. If you do not agree, do not place an order. See also the TERMS OF SALE.

1. SCOPE

This policy applies to B2B purchases from AURICLE. Website use is governed by the TERMS OF SERVICE.

2. SUMMARY

  • Returns accepted: Faulty goods only.
  • No returns for change of mind, over-ordering, or compatibility.
  • Report windows: see §3.
  • Remedy: repair or like-for-like replacement; if unavailable, a credit note (see §6).

3. REPORTING TIMEFRAMES

  • Delivery damage / shortages / mis-picks: notify within 24 hours of delivery (UK time) to info@auricle.co.uk, including order number, photos of the packaging and items, and a description of the issue.

  • Latent manufacturing defects (not visible at delivery): notify within 7 calendar days of discovery and no later than 30 days from delivery.

    Note: This window is to allow reasonable inspection for defects that could not be identified on delivery.

Claims outside these windows may be rejected.

4. ELIGIBILITY

A return will be authorised only where we confirm a manufacturing fault or other non-conformity. The following are not faults: normal wear and tear, misuse, improper care, modification, unauthorised repairs, or damage after delivery.

5. RETURNS AUTHORISATION (RMA)

  • Obtain a Return Merchandise Authorisation (RMA) before sending any item back.
  • Items must be returned complete, in safe packaging, with the RMA number on the outer box.
  • Unauthorised returns may be refused or returned to sender.

6. REMEDIES

Where a fault is confirmed, at our discretion we will:

  1. Repair the item; or
  2. Replace with a like-for-like item; or
  3. If repair/replace is not available within a reasonable time, issue a credit note for the faulty item’s invoiced value.
    Refunds are provided only where required by law.

7. COSTS & RISK IN RETURN SHIPPING

For authorised faulty returns, we will provide a prepaid label or reimburse standard return costs. You are responsible for the goods until received by us; please use tracked/insured shipping.

8. HOW TO REPORT

Email info@auricle.co.uk with:

  • Order number and date
  • SKU(s) and quantity affected
  • Clear photos/videos of the fault and packaging
  • Brief description of the issue and when discovered

9. GOVERNING LAW

This policy forms part of the TERMS OF SALE and is governed by the laws of England and Wales. Formal notices: see COMPLAINTS & NOTICES.

Version: 09.08.2025