Terms Of Service

I. Scope and Basis of Policy Application

AURORA HORIZON Inc. (hereinafter referred to as "we") strictly adheres to the EU Consumer Rights Directive (2011/83/EU), the EU Unfair Commercial Practices Directive (2005/29/EC), and other relevant laws and regulations. We provide professional, standardized, and attentive full-cycle service to consumers (hereinafter referred to as "you") who purchase our wallets, key cases, and other leather goods within the European Economic Area (EEA, comprising the 27 EU countries and Iceland, Liechtenstein, and Norway).​​

II. Pre-sales Consulting Services

(I) Consulting Channels and Response Time

We provide multi-channel pre-sales consulting support to ensure you fully understand product information before purchasing:

Official Online Customer Service: Log in to auorizon.com and click "Online Consultation." We provide real-time responses on weekdays (Monday-Friday, 9:00-18:00 CET) and responses within 24 hours on weekdays.

Email Inquiry: Send an email to [email protected]. We promise to provide a detailed response within one business day, including information on product materials, dimensions, care methods, inventory status, etc.

Telephone Inquiry: Call the EU service hotline at +44-XXX-XXXXXXX (weekdays 10:00-17:00 CET) for professional customer service to answer your questions. Complex issues will be recorded and assigned to a dedicated person for follow-up.

Offline Experience Stores: Designated offline experience stores within the EU (addresses can be found in the "Store Finder" section of our official website) offer on-site consultation services, including product trials, sizing comparisons, and personalized consultation. (II) Consulting Service Content

Product Information: Detailed information on the material characteristics (e.g., leather type, hardware material), design highlights, functional details (e.g., number of card slots, storage capacity), and application scenarios of wallets and key cases.

Personalized Recommendations: Recommended products based on your usage needs (e.g., daily commuting, business occasions, gift giving), style preferences (minimalist, retro), and budget.

Purchasing Guide: Assistance in understanding the official website ordering process, payment methods, promotional offers, and shipping policies to ensure a smooth purchase.

Maintenance Tips: Leather goods maintenance advice, including cleaning methods, stain and moisture protection techniques, and storage precautions, to extend the product's lifespan.​

III. Order Services

(I) Order Inquiry and Modification

Real-time Inquiry: You can check your order status (pending payment, pending shipment, shipped, completed), logistics progress, and estimated delivery time in real time through the "My Orders" section of the official website or the inquiry link in the order confirmation email.

Order Modification: Within 24 hours after completing payment, if the order has not yet entered the stocking stage, you can request to modify the delivery address and contact information (identity verification is required). Submit your request through the official customer service or email, and we will provide feedback on the modification within 12 hours. If the order has already been stocked or shipped, only the contact information can be modified. Modification of the delivery address will be subject to negotiation based on the logistics progress. (II) Order Cancellation and Refund Assistance

Order Cancellation: After payment but before shipment, you can request a full order cancellation through the "Cancel Order" function on our website or by email. We will review your request within one business day and, upon approval, refund your original payment method within 5-7 business days. If the product has already shipped, you must process a return according to the EU Returns and Exchange Policy. Refunds will be processed after the return has been inspected and approved.

Irregular Order Handling: If an order is successfully paid but the system does not generate an order, or the product is out of stock, we will contact you within 24 hours to offer options such as restocking (informing you of the estimated delivery time) or a full refund (including payment processing fees). We will also provide a €10 no-limit coupon (valid for 30 days).

(III) Logistics Tracking and Communication

After shipment, we will email you the tracking number and tracking link so you can track the shipment status in real time. If the logistics information has not been updated for a long time (more than 7 calendar days) or displays an abnormality (such as stagnation or wrong delivery), please contact customer service for assistance. We will communicate with the carrier within 1 business day to obtain the latest logistics progress and synchronize it with you until the problem is resolved.

IV. After-Sales Service

(I) Repair Service During the Warranty Period

Service Details: Based on the two-year statutory warranty under the EU Return and Exchange Policy, we provide free repair service for eligible quality issues (such as leather cracking, hardware damage, stitching detachment, and other non-human factors) during the warranty period. We cover all material and labor costs incurred during the repair process.

Repair Process:

Submit an application: Submit an application through the "After-Sales Repair" section of our official website or by email, specifying your order number, a description of the product issue, and relevant photos/videos.

Review and Evaluation: Within one business day, we will review and confirm that the product is covered by the warranty. We will then send you the repair address and packaging instructions.

Send-Back Repair: You will ship the product back to the designated repair center (you will be responsible for shipping costs for non-quality issues; we will cover round-trip shipping costs for quality issues).

Repair Feedback: The repair center will complete an inspection within 3-5 business days of receipt and provide a repair plan and estimated turnaround time (7-10 business days for standard repairs, 15-20 business days for complex repairs). business days);

Returned Goods: After the repair is complete, the item will be shipped back to you via a partnered carrier, and a tracking number will be sent simultaneously.

(II) Non-Warranty Services

Paid Repair: After the warranty period expires, if the item is damaged, you can request a paid repair service. We will provide a transparent quote (including material, labor, and logistics costs). Upon your confirmation, the repair will commence. The repair is backed by a 3-month warranty.

Leather Care Service: We provide professional leather care services (such as cleaning, oiling, and refurbishing). Reasonable fees apply based on the type of service. Please contact customer service for specific prices. After the repair, the item will be restored to excellent condition. (III) Complaint and Feedback Handling

Feedback Channels: If you are dissatisfied with the service process, you may submit a complaint through the following channels:

Use the "Complaints and Suggestions" section of our official website to provide detailed complaint information, contact information, and requests.

Dedicated complaint email: [email protected]. We guarantee receipt confirmation within 24 hours.

Handling Process:

Acceptance and Registration: Complaint information will be recorded within 1 business day and a dedicated customer service representative will be assigned for follow-up.

Investigation and Verification: The cause of the issue will be investigated within 3 business days, and a solution will be developed through communication with relevant departments.

Communication and Feedback: A solution (such as re-repair, compensation, refund, etc.) will be provided to you simultaneously. If you disagree, we will negotiate and adjust the solution until an agreement is reached.

Closed-Loop Follow-up: After the issue is resolved, we will follow up within 1 business day to confirm your satisfaction with the outcome, thus completing a closed-loop service cycle.​

V. Privacy and Information Security Services

Information Protection: Your personal information collected during the service process (such as name, contact information, address, order information, etc.) will be processed strictly in accordance with the "EU Privacy Policy" and will only be used to provide the service. It will not be disclosed to third parties (except as required by law).

Security: Encryption technology is used to protect the security of your information transmitted during official website inquiries, order placement, and after-sales interactions. Regular information security audits are conducted to prevent the risk of information leakage and tampering.

Information Inquiry and Modification: You can contact customer service at any time to inquire about or modify your personal information stored during the service process, in accordance with the relevant requirements of the "EU Privacy Policy" for data subjects.

VI. Service Policy Updates and Contact Information

(I) Policy Updates

This Service Policy will be updated from time to time based on revisions to EU regulations, business development needs, and user feedback. Updated policies will be announced in the "Terms of Service - Service Policy" section of the official website and will take effect from the date of publication. If an update affects core service rights (such as warranty coverage and response time), registered users will be notified via email. (II) Contact Information

For service support or more details, please contact us via the following methods:

Official Customer Service: auorizon.com, "Online Consultation" (weekdays 9:00-18:00 Central European Time);

Email: [email protected] (response within 1 business day)