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# Return & Refund Policy Thank you for choosing Aurtron (Guangzhou Aurtron Intelligent Technology Co., Ltd.). As a leading provider of industrial-grade LoRaWAN hardware and building intelligence solutions, we are committed to delivering high-quality products and exceptional customer service. We understand that technical hardware specifications must be highly precise. To support your global project deployments, we offer a transparent Return & Refund Policy outlined below. ## 1. Order Cancellations & Modifications Because Aurtron products are built with region-specific frequency bands (such as EU433, AS923, EU868, or US915) and firmware, please review your technical specifications carefully before finalizing your order. * **Standard Products:** Cancellations or modifications are accepted within 24 hours of order placement at no additional charge. * **Customized/Bulk Production Orders:** Once hardware manufacturing or custom firmware flashing has initiated, cancellations may be subject to a restocking or production-stage fee. ## 2. 30-Day Return & Exchange Conditions We offer a 30-day return and exchange window, starting from the date your shipment is successfully delivered to your designated logistics address. To be eligible for a return or exchange, the hardware must meet the following criteria: * The hardware modules, gateways, meters, or controllers must be in their original, unused condition, with no signs of physical damage, wiring modification, or unauthorized casing disassembly. * All original packaging, diagnostic accessories, antennas, mounting brackets, and documentation must be included and intact. * Returns must be accompanied by the original invoice, purchase order, or valid proof of purchase from Aurtron. ## 3. Return Shipping & Logistics Fees Responsibility for return logistics and shipping fees is determined by the reason for the return: * **Defective, Damaged, or Incorrect Items (Seller's Responsibility):** If a product arrives damaged during initial transit, suffers from a documented manufacturing defect (DOA - Dead on Arrival), or if the incorrect model/frequency band was shipped by Aurtron, we will cover 100% of the return shipping expenses and dispatch a replacement via expedited courier. * **Project Changes or Ordering Errors (Customer's Responsibility):** If a return or exchange is requested due to a change in project scope, site cancellation, or an incorrect frequency band selection by the purchaser, the customer will be responsible for all international return freight, custom duties, and local import taxes. All items must be shipped with a reliable tracking service. ## 4. Inspection, Approval, and Refund Process Once your returned hardware arrives at our Guangzhou engineering facility, it will undergo a technical inspection by our quality control team: 1. **Evaluation:** We will inspect the hardware within 3 to 5 business days of receipt to verify its functionality, firmware status, and physical condition. 2. **Notification:** We will issue an email notification confirming whether your return has been approved or rejected based on the inspection findings. 3. **Refund Execution:** Approved refunds will be applied back to your original payment method (e.g., Wire Transfer, Credit Card, or PayPal) within 7 to 10 business days, depending on your financial institution's processing times. ## 5. Standard Warranty & Technical Support Beyond the initial 30-day return window, all Aurtron hardware components (including LoRaWAN Gateways, Converters, Meters, HVAC Controllers, and Smart Switches) are protected by our standard **1-Year Manufacturer Warranty** against hardware defects. Within this period, defective devices will be repaired or replaced under our technical support protocol. ## 6. Contact Our Support Team To initiate a formal return, exchange, or technical support claim, please contact your designated account manager or reach out to our global support desk at: * **Email:** support@aurtron.com * **Corporate Address:** 3rd Floor, Building C1, Yushu Innovative Park, Science City, Huangpu District, Guangzhou, China