Return Conditions
At AUDRAY, we hope that you are thrilled with our products. If for any reason you are not satisfied, please contact us via email or LIVE CHAT.
Unless otherwise agreed, AUDRAY guarantees that you will receive your goods within 30 days. If AUDRAY exceeds the 30-day time frame, you have the right to cancel the purchase without any additional costs.
Unwashed, unworn, or defective goods can be exchanged for new items or fully refunded within 14 days of receipt.
You will receive a return form for exchanges.
The value of the goods upon return will be determined based on the last selling price of the garment.
We only accept returns of items purchased through the website.
AUDRAY reserves the right to exclude items from exchange that are sent back after the specified period. AUDRAY does not accept returns of items that are damaged or worn and do not have labels. If you receive an order where the label is missing, please notify us on the same day (via email) if you wish to return the item. We advise you to thoroughly check the clothing immediately upon receipt before removing the labels.
Where to send your return items?
AUDRAY / Schneiderei Uhland
Kuhmuehle 6
22087 Hamburg
Germany
To facilitate the return of your items, we kindly ask you to return the items within 14 days of receiving the goods.
If you wish to return the goods, you must fill out the return form that you will find in the package. Then please follow the instructions on the return form.
Please note that we do not assume any liability for the return shipment of the goods. Pack and label the item carefully, ideally in the original packaging, and include the fully completed return form. We recommend sending your shipment via a parcel service that provides you with a tracking number so you can be sure the package does not get lost.
We offer a free exchange service if you want to change the item or size. Please follow the instructions on the return form. We offer one free exchange per order.
For each additional return of the same order, we will charge additional shipping fees. If the customer wishes to return the package by another method, all shipping fees to AUDRAY must be prepaid. Please note that international customs fees and sales taxes for shipments outside the European Union are not refundable.
Damaged goods
To facilitate the exchange or return of damaged goods, please fill out the return form. Then follow the instructions on the return form. Damaged goods will only be accepted if the goods were already faulty when delivered to the customer or if a manufacturing defect occurs within 3 months of purchase. Each returned damaged item will be inspected. If we determine that it is due to natural wear and tear, unfortunately, the item cannot be accepted as faulty. An exchange is possible. Additionally, items can also be repaired upon request, but only if they are faulty and can be repaired. We do not provide a warranty on repairs.
If you decide not to keep your order, we kindly ask you to return the gift as well.
You will not receive gifts with your outlet purchase, and vouchers and discount codes are not accepted.
Gifts
Refunds will be processed within 10-14 days after your return has been processed. The value of all undamaged, properly returned products will be credited to the purchaser's original payment method. As previously mentioned, international customs fees and sales taxes for shipments outside the European Union cannot be refunded. Shipping or return costs are also non-refundable.
For more information, you can contact a customer service representative at info@audray.de or contact our LIVE CHAT.
Once our returns department has received your package, we will process the refund of the purchase amount within 10-14 business days using the same payment method as the invoice. Please note that your bank or paypal may take a few additional days to process the transaction after receiving instructions from us.