Our policy

Product returns policy

In accordance with Articles L221-18 et seq. of the French Consumer Code, the customer has 14 days from receipt of their order in which to exercise their right of withdrawal and return any product that does not suit them, without having to give a reason or pay a penalty, with the exception of the return costs, which remain payable by the customer. Products must be returned in their original condition, complete, unused and in their original packaging. Any item that is damaged, incomplete or shows signs of use may be refused or subject to a reduction in value. After receipt and inspection of the returned products, the seller will make a full refund of the amount paid, using the same means of payment as the one used for the purchase, within a maximum of 14 days.

Returns should be sent to: Auranis - 64 route nationale - 69330 Pusignan, France

Exception — personalised products. In accordance with Article L221-28, 3° of the French Consumer Code, the right of withdrawal does not apply to products made to your specifications or clearly personalised, which includes clocks bearing a laser engraving carried out on request. Such products are neither taken back nor exchanged, save in the event of a lack of conformity.

Guarantee


Your illuminated word clock is covered by a full 2-year guarantee from the date of purchase. This guarantee is designed to give you peace of mind in use and to confirm our commitment to the quality and durability of our products.

Throughout the guarantee period, we cover any defect in manufacture, materials or operation that may appear in the course of normal use of the product. This includes in particular:
  • faulty or irregular lighting;
  • an internal electronic malfunction;
  • a defect connected with the assembly or structure of the product.
Where a problem is established, we undertake to repair or replace your illuminated word clock free of charge, after assessment by our technical team.

The guarantee does not apply in the event of:
  • damage caused by mishandling, a fall, an impact or use not in accordance with the instructions;
  • incorrect installation or modification of the product;
  • attempted repair by an unauthorised third party;
  • damage connected with damp, fire or an unsuitable operating environment;
  • normal wear and tear or cosmetic deterioration not affecting the operation of the product.
If you encounter a problem with your product, you can contact our customer service through our online form or by e-mail at contact@aurachronis.com . To help us handle your request, please provide:
  • your proof of purchase (invoice or order confirmation);
  • a precise description of the malfunction observed;
  • if possible, photographs or videos allowing the problem to be identified.
Our team will guide you step by step through the return, repair or replacement process.


Our commitment


We create our illuminated clocks with care and attention. Your satisfaction is at the heart of our priorities, which is why we provide this guarantee, to offer you a reliable and untroubled purchasing experience. With us, you choose a product designed to last — and a customer service available to support you at every moment.


Attentive customer service – beside you at every step


We make it a point of honour to offer an attentive customer service, available and genuinely willing to listen. Our aim is to support you clearly, quickly and personally, so that your experience with our illuminated word clock is always pleasant and satisfying.


Here to answer all your questions


Whether you would like information before your purchase, advice on use or assistance after receipt, our team is here to answer you.
We guarantee you:
  • quick and precise answers,
  • individual handling of every request,
  • solutions tailored to your situation.
Every message is dealt with attentively, because every customer matters to us.


Full assistance whenever you need it


If you run into difficulty with your product, our team guides you step by step towards the best solution. We can help you to:
  • understand and correctly use your illuminated clock;
  • diagnose any technical problem;
  • find your way through the steps involved in the guarantee.
Our aim is to make every step simple and transparent.


Support that is human and considerate


Beyond simple assistance, we want to build a relationship based on trust.
That is why we pay particular attention to the quality of our exchanges, to the clarity of our explanations and to the consideration shown in each of our replies.


Your satisfaction is our priority


We do everything we can to make your experience smooth, pleasant and reassuring.
Every request matters to us, and every customer deserves quality support. With our attentive customer service, you can count on serious, human and available support at any time.