Refund policy

AUEVI Return & Refund Policy

At AUEVI, we want you to be completely satisfied with your ocular care investment. That’s why we offer a 30-Night Risk-Free Trial on our AUEVI Ocular Spa devices, alongside your standard UK statutory consumer rights.

1. The 30-Day Risk-Free Trial

We invite you to experience the benefits of AUEVI in your daily routine for up to 30 nights from the date of delivery.

  • Eligibility: To qualify for a return under our 30-night trial, your device must be in good physical condition (without damage, cracks, or heavy cosmetic wear) and include all original accessories, charger, and travel case.

  • Return Shipping: Return shipping costs for trial returns are the responsibility of the customer unless the product is defective upon arrival. We recommend using a tracked shipping service, as AUEVI cannot be held responsible for items lost in transit.

  • Trial Limit: The 30-night risk-free trial applies to your first unit purchase per household.

2. UK Statutory Cancellation Rights (14 Days)

Under the UK Consumer Contracts Regulations 2013, you have the legal right to cancel your order within 14 days of receiving your item.

Hygiene Notice: Because the AUEVI Ocular Spa comes into direct contact with the delicate eye area, hygiene rules apply. If you choose to cancel under standard UK statutory rights rather than our 30-Night Trial, the product must be unopened, unused, and with the protective hygiene seal intact.

3. How to Initiate a Return

  1. Contact Support: Email our support team at hello@auevi.com with your order number, reason for return, and proof of purchase.

  2. Receive Return Authorization: Our team will review your request and send you a Return Merchandise Authorization (RMA) number along with our UK warehouse return address.

  3. Pack Your Item: Securely pack your device with all included accessories (charging cable, travel pouch, user manual) and write your RMA number clearly on the outside of the package.

  4. Ship It Back: Post your parcel using a tracked delivery service and email your tracking number to support@auevi.com.

4. Refunds & Processing

  • Inspection: Once your return is received at our UK facility, our team will inspect the item within 3–5 business days.

  • Payment Credit: Upon approval, your refund will be processed back to your original payment method (Credit Card, Apple Pay, Klarna, Clearpay, etc.).

  • Processing Time: Depending on your financial institution, funds typically take 3–7 business days to post to your bank account after approval.

  • Non-Refundable Fees: Original express shipping charges (if selected at checkout beyond standard free shipping) are non-refundable.

5. Damaged, Defective, or Incorrect Items

Every AUEVI device undergoes strict quality control and dual-chip NTC safety testing. However, if your order arrives damaged, defective, or incorrect:

  • Please notify us within 48 hours of delivery at support@auevi.com with photos or a short video showing the issue.

  • We will arrange a prepaid return label and send a brand-new replacement immediately at no additional cost to you.

6. 2-Year Manufacturer Warranty

Every AUEVI Ocular Spa purchased directly from auevi.com is automatically backed by our 2-Year Manufacturer Warranty.

If your device experiences a technical malfunction or hardware failure within 24 months of purchase under normal usage, we will repair or replace your unit free of charge.

Questions?

Our UK-based support team is here to help.

  • Email: hello@auevi.com

  • Hours: Monday – Friday, 9:00 AM – 5:00 PM GMT