NIU AURA – Refund & Returns Policy
Last updated: 31 October 2026
At NIU AURA, we want you to be happy with your purchase. If something isn’t right, please contact us and we’ll do our best to help.
This policy explains your right to withdraw from a purchase, return products, request refunds and report defective or damaged products.
1. Right of Withdrawal – 14 Days
When you purchase products from NIU AURA online, you generally have the legal right to withdraw from your purchase within 14 days without giving a reason.
The 14-day withdrawal period begins on the day after you receive your order.
To exercise your right of withdrawal, you can contact us by email with a clear statement that you wish to cancel your purchase.
Email: support@niuaura.com
Please include:
- Your name
- Order number
- Product(s) you wish to return
- A statement that you wish to exercise your right of withdrawal
You do not need to provide a reason for returning the product.
2. Returning an Item
After notifying us that you wish to withdraw from your purchase, you must send the product back within 14 days.
Please contact us before sending your return so that we can provide the appropriate return instructions.
Products should be returned safely packaged and in a condition that allows us to identify and inspect them.
You may handle a product to the extent necessary to determine its nature, characteristics and functionality. If you handle it beyond what is necessary and this reduces its value, we may be entitled to make a deduction from your refund in accordance with applicable law.
Return shipping costs
If you exercise your right of withdrawal because you have changed your mind, you are responsible for the direct cost of returning the product, provided you were informed of this before purchase.
If a product is defective, damaged or incorrectly supplied, you will not be required to pay the return shipping costs where NIU AURA is responsible under applicable consumer law.
3. Refunds
Once you exercise your right of withdrawal, NIU AURA will refund the payments received for the returned purchase.
Our product prices include delivery costs, and customers are not charged a separate shipping fee at checkout. Therefore, there is no additional delivery charge to refund.
If you withdraw from your entire order, you will receive a refund of the full amount paid, subject to any lawful deduction for diminished product value.
Refunds will normally be made using the same payment method used for the original purchase, unless otherwise agreed with you.
We may withhold the refund until we have received the returned product or you have provided evidence that you have sent it back, whichever occurs first.
Refunds will be processed within the applicable statutory time limit.
4. Damaged or Defective Products
If your product arrives damaged, defective or does not correspond with your order or the product description, please contact us as soon as possible.
Please provide:
- Your order number
- A description of the problem
- Photos of the product and packaging, where relevant
We will assess the issue and provide an appropriate solution in accordance with Swedish consumer law.
Depending on the circumstances, you may be entitled to:
- Repair of the product
- Replacement
- A price reduction
- Cancellation of the purchase and a refund
If a product is defective and NIU AURA is responsible, you should not have to pay reasonable return or other necessary costs associated with resolving the defect.
5. Right to Complain About Defects
Your statutory rights to complain about defective products are separate from the 14-day right of withdrawal.
Under the Swedish Consumer Sales Act (Konsumentköplagen), consumers generally have the right to complain about an original defect for three years from the date of receiving the product.
During the first two years, a defect that appears is generally presumed to have existed at the time of delivery, unless the seller can demonstrate otherwise or an exception applies.
You should contact us within a reasonable time after discovering a defect. A complaint made within two months of discovering the defect is always considered to have been made within a reasonable time.
Nothing in this policy limits your statutory consumer rights.
6. Products Made to Personal Specifications
The statutory right of withdrawal may have exceptions for products made specifically to a customer’s individual specifications or clearly personalised.
If NIU AURA offers such customised products, any applicable exception will be clearly explained before you place your order.
Standard products and standard colour options are not automatically excluded from the right of withdrawal.
7. How to Start a Return or Request Assistance
To start a return, exercise your right of withdrawal or report a defective product, contact us:
NIU AURA
Email: support@niuaura.com
Website: https://www.niuaura.com/contact-us/
we provide you the Return address (only after receiving return instructions):
Please contact us before sending a return. We will confirm the appropriate return instructions and address.
NIU AURA – DESIGN FOR YOUR SPACE
Website: https://www.niuaura.com
Email: support@niuaura.com