Aurorador’s after‑sales service is designed to support you throughout the entire lifecycle of your creation—before, during, and long after your order is delivered. Whether your purchase is a customized physical work, a digital creation, or a Works Medium product, our service system ensures clarity, reliability, and timely assistance whenever you need it.
1. Product Categories Covered by After‑Sales Service
Aurorador provides after‑sales support for all three product categories:
1.1 Customized Physical Creations
Personalized works crafted according to your specifications. Support includes:
- Quality‑related warranty service
- Inspection and verification
- Repair or remake options for verified quality issues
- Packaging or display replacement (when available)
1.2 Digital Creations
Delivered electronically and accessible through your account. Support includes:
- File access assistance
- Re‑delivery of digital files
- Format or compatibility guidance
- Technical support for downloading or viewing
Digital creations are non‑refundable due to their instant and irreversible delivery nature. Full technical support is always available.
1.3 Works Medium (Non‑custom General Products)
Standard products such as 3D printers, consumables, and accessories. Support includes:
- Warranty service
- Technical troubleshooting
- Replacement for defective units
- 14‑day withdrawal support (unused, resellable condition; EU‑compliant)
2. Warranty Support
Aurorador provides warranty coverage for all eligible physical products.
2.1 What is covered
- Manufacturing defects
- Material flaws
- Functional issues not caused by misuse
- Structural failures not caused by external impact
2.2 What is not covered
- Human‑caused damage
- Force majeure events
- Normal wear and tear
- Unauthorized modifications
2.3 Warranty process
- Submit a request through My Orders or the Contact page
- Provide photos or videos of the issue
- Aurorador verifies the defect
- If approved, Aurorador may offer:
- Repair
- Replacement
- Refund (Works Medium only, when applicable)
Most warranty requests are processed within 3–5 business days.
3. Technical Support
Aurorador offers technical assistance for all product types.
3.1 Customized Physical Creations
- Care instructions
- Display or storage guidance
- Material maintenance tips
3.2 Digital Creations
- File download issues
- Missing or corrupted files
- Format compatibility
- Re‑sending digital content
3.3 Works Medium Products
- Setup and installation
- Troubleshooting
- Usage guidance
- Maintenance recommendations
4. Order‑Related Support
Aurorador provides full support for both online and in‑store orders.
4.1 Order tracking
Members can track:
- Production progress
- Packaging
- Shipping status
- Delivery updates
4.2 Synchronization of in‑store orders
All in‑store purchases are automatically synced to your online account, allowing you to:
- View order details
- Track progress
- Access receipts
- Earn points
4.3 Modifications
Depending on the stage of production, Aurorador may assist with:
- Address changes
- Contact information updates
- Delivery method adjustments
Customization changes are generally not possible once production has started.
5. Returns & Refunds Support
Aurorador handles all return and refund requests according to product type.
5.1 Customized Physical Creations
- Only quality‑related returns are accepted
- Non‑quality returns are not eligible
5.2 Digital Creations
- Non‑refundable
- Full technical support provided
5.3 Works Medium Products
- 14‑day withdrawal (unused, resellable condition)
- Warranty‑based returns for quality issues
- Customer bears return shipping cost
- Standard delivery fee refunded (when applicable)
- Opened consumables or used items are not eligible for withdrawal
6. Delivery & Pickup Support
Aurorador assists with:
- Delivery delays
- Lost packages
- Damaged shipments
- Pickup notifications
- Re‑delivery arrangements
If your package arrives damaged, contact Aurorador immediately with photos for verification. Carrier investigations may require several business days depending on the region.
7. Membership‑Based After‑Sales Benefits
Members enjoy enhanced after‑sales privileges:
7.1 Faster support response
Priority handling for higher‑tier members.
7.2 Saved information
- Addresses
- Payment methods
- Order history
All saved information is protected under Aurorador’s Privacy Policy.
7.3 Points and rewards
Points are added after order completion and contribute to higher membership tiers with better benefits.
8. How to Contact After‑Sales Support
You can reach Aurorador’s support team through:
- My Orders (recommended)
- Contact page
- In‑store consultants
- Email support (if provided)
Provide your order number and a brief description to speed up processing.
Summary
Aurorador’s after‑sales service ensures:
- Reliable warranty support
- Clear and fair return rules
- Full technical assistance
- Seamless online and in‑store order management
- EU‑compliant consumer protection
- Priority service for members
From creation to delivery and beyond, Aurorador is committed to providing support that is clear, reliable, and human‑centered—ensuring every experience feels cared for at every step.