Return & Refund Policy
Last updated: June 3, 2026
Pre-order Cancellation
For Auren M1 Founder's Preorder, customers may request cancellation before fulfillment. If the order has already shipped, the standard 30-day return and refund process applies. Refund timing depends on the original payment method and payment processor.
30-Day Satisfaction Guarantee
We want you and your pet to love Auren. If you're not completely satisfied with your purchase, you may return eligible items within 30 days of delivery for a full refund.
Eligible Items
- Auren M1 Pendant — may be returned within 30 days of delivery, provided the device is in its original condition with all included accessories (charging cable, quick start guide) and original packaging.
- Collar Bands & Accessories — may be returned within 30 days if unused, unworn, and in original packaging.
Non-Eligible Items
- Items showing signs of pet wear, chewing, scratching, or water damage beyond normal use.
- Items returned without original packaging or missing accessories.
- Items purchased more than 30 days ago.
- Digital services (Auren Care subscription months already consumed).
How to Initiate a Return
- Contact us at info@auren.pet with your order number and reason for return.
- We will provide a return shipping label and instructions within 2 business days.
- Pack the item securely in its original packaging and ship it using the provided label.
- Once we receive and inspect the returned item, we will process your refund within 5 business days.
Refund Methods
- Original payment method — refunds are issued to the same payment method used for purchase. Processing time depends on your payment provider and may take 5-10 additional business days.
- Store credit — available as an alternative.
Return Shipping
- Defective or damaged items — we cover return shipping costs.
- Change-of-mind returns — customer covers return shipping costs.
Exchanges
Contact us at info@auren.pet for exchanges.
Damaged or Defective Items
Contact us within 7 days of delivery with photos. We will send a replacement at no additional cost.
1-Year Warranty
Auren M1 comes with a 1-year limited warranty covering manufacturing defects. Does not cover misuse, pet chewing, or water immersion beyond IP67 rating. Contact info@auren.pet for warranty claims.
Cancellations
Orders may be cancelled before they ship. Email info@auren.pet as soon as possible.
Questions? Contact us at info@auren.pet or call +852 95764783.