Return and Refund Policy

Returns and Refunds Policy - Auddl

Effective date: 19 September 2026

Our approach

We want customers to feel confident ordering from Auddl. This policy explains cancellations, returns, refunds, damaged or faulty products, and pre-orders. Nothing in this policy limits any rights you may have under applicable consumer law.

Change-of-mind returns

For eligible physical products purchased from auddl.co.uk, you may request a return within 30 days after the product is delivered. To qualify for a change-of-mind return, the item should be unused, in substantially the same condition in which you received it, and returned with its original packaging, accessories and components where reasonably possible.

For UK consumers, this 30-day policy is in addition to applicable statutory cancellation rights for distance purchases. Where the law gives you stronger rights than this policy, those legal rights apply.

How to request a return

Email hello@auddl.ai with your order number, the product you wish to return, and the reason for the request.
Wait for return instructions before sending the product. Please do not send returns to Auddl's registered office unless we specifically instruct you to do so.
Package the product securely and follow the return instructions provided by our support team.

Return shipping costs

If you are returning an eligible product because you changed your mind, you are normally responsible for the direct cost of returning it unless Auddl tells you otherwise. If the product is faulty, damaged on arrival, materially not as described, or Auddl sent the wrong item, Auddl will provide an appropriate remedy and will cover reasonable return costs where required by law.

Refund timing

Once a returned item is received and assessed, we will notify you of the outcome. Approved refunds will be made to the original payment method. We aim to process approved refunds promptly and, where statutory cancellation rules apply, within the time required by applicable law. Your bank or payment provider may take additional time to display the refund.

Faulty, damaged or incorrect products

Please contact hello@auddl.ai as soon as reasonably possible if an item arrives damaged, defective, incomplete or incorrect. Include your order number and, where useful, photographs or video showing the issue. We may offer repair, replacement, refund or another remedy depending on the circumstances and your legal rights.

Pre-orders

Some Auddl products may be offered before general release. A pre-order reserves a product from a future production allocation. Any fulfilment or shipping date shown for a pre-order is an estimate unless we expressly state that it is guaranteed.

You may request cancellation of a physical-product pre-order at any time before it is dispatched, unless the product has been personalised or another lawful exception applies. If we make a significant change to an estimated fulfilment window, we will provide updated information and any cancellation or refund options required by applicable law.

After a pre-order has been dispatched and delivered, the normal return rules in this policy apply.

Items that may not be eligible for change-of-mind return

Products made to your specification or clearly personalised, where the law permits an exclusion.
Sealed goods that are not suitable for return for health or hygiene reasons once unsealed, where the statutory exception applies. This may include opened personal-care or pet-cleaning consumables such as sealed wet wipes.
Gift cards or other items that applicable law permits us to exclude.
Digital content or services after supply has begun where you expressly agreed to immediate supply and acknowledged any resulting loss of a cancellation right, to the extent permitted by law.

This does not affect your rights where a product is faulty, not as described or otherwise fails to meet applicable legal requirements.

Exchanges

Where stock permits, we may be able to arrange an exchange. The quickest option may be to return the eligible item and place a new order. Contact us first so we can confirm the available options.