Refund policy

Return and Refund Policy at Aurensol Unipessoal LDA

At Aurensol Unipessoal LDA we are committed to offering high-quality products. If for any reason you are not satisfied with your purchase, we offer a return process in accordance with current legislation. We ask that you read our return and refund policy carefully.

Private customers vs. companies and self-employed individuals

The right of return (withdrawal) applies exclusively to private customers (end consumers) who make a purchase outside the professional or business scope, in accordance with European regulations.

Purchases made by companies, self-employed individuals, or professionals are not subject to the right of withdrawal, except by express written agreement with Aurensol Unipessoal LDA. In these cases, the company may assess each request individually as a commercial gesture.

Deadlines for requesting a return

  • You have a period of 14 calendar days from receipt of your order to notify your intention to return the product.

  • Once you have communicated your intention, you have another 14 calendar days to send the product to the address indicated by Aurensol Unipessoal LDA.

  • Only returns sent to the address specified by the company will be accepted. Shipments made to another address will not be processed.

Return conditions

To process a return, the product must meet the following conditions:

  • Be in the same condition as when it was delivered.

  • Keep its original packaging in perfect condition.

  • It must not have been used or installed.

  • If there is a security seal, it must be intact.

If, after receiving the product, we verify that it does not meet the conditions, Aurensol Unipessoal LDA will not process the refund. The customer will be responsible for the costs necessary to recover the product if they wish it to be returned.

Depreciation for damaged packaging

In exceptional cases, if the original packaging is not in perfect condition, Aurensol Unipessoal LDA reserves the right to apply a depreciation to the refund amount. This assessment will be carried out exclusively by the company.

Transport costs for returns

The shipping costs for the returned product are borne by the customer, except if the return is due to an error by Aurensol Unipessoal LDA.

Refunds of original shipping costs

  • If you return the entire order and you are in Portugal or mainland Spain, we will also refund the original shipping costs.

  • If the order was shipped to Madeira, Azores, Canary Islands, Balearic Islands, or other European countries, the original shipping costs will not be refunded.

Orders not collected or refused at destination

If the customer does not collect the order at the transport office, refuses delivery without justified cause, or is unavailable during delivery attempts, the package will be automatically returned to the origin by the agency.

In these cases, the costs arising from the return shipping will be deducted from the amount to be refunded, along with the original shipping costs, if any.

These types of returns are not considered an exercise of the right of withdrawal, as they have not been requested by the customer according to the procedure indicated in this policy.

Refund of the amount

Once we receive the product and verify that it meets all conditions, we will proceed to refund the amount paid using the same payment method you used for the purchase, unless another method is agreed with Aurensol Unipessoal LDA.

Products excluded from return

Some products cannot be returned for hygiene, health, or customization reasons. These cases will be clearly indicated in the product description.

Examples of excluded products:

  • Digital licenses.

  • Software that requires activation.

Contact for returns

For any questions or to start the return process, contact our team:

Aurensol Unipessoal LDA
NIF: PT518976149
Email: info@aurensol.com