Overview

This policy applies to customers in all countries. Our refund period is 15 days from the purchase date. After this period, we cannot offer a full refund or exchange.

Important: Our IPTV subscriptions are digital services. Once your account has been activated and the access data has been used for streaming, the service is considered rendered and is generally non-refundable, except in the cases described below.

Eligibility

A refund within 15 days is possible if one of the following cases applies:

• Unused activation: Access data was not used for login or streaming
• Service does not work: Technical issues prevent streaming and our support cannot resolve them within 24–48 hours
• Duplicate/accidental order: Wrong plan selected or double order without usage
• Unauthorized payment: The transaction was not authorized (proof may be required)

For multi-month plans, a partial refund or credit may be issued if there is a demonstrable outage of more than 72 hours that was not caused by internet, device, settings, or regional restrictions.

Non-Refundable Products

The following cases are excluded:

• Already activated and used subscriptions
• Gift cards / Vouchers
• Setup or activation fees (if any)
• Reseller credits and wholesale purchases
• Expired subscriptions

How to Request a Refund

Send an email within 15 days to: [email protected] with the following information:

• Order number or payment receipt
• Email or phone number of the order
• Device type and app version
• Description of the problem (screenshots if possible)

Our support will first assist with troubleshooting (connection, app, device). If the problem cannot be resolved, the refund will be approved and processed via the original payment method.

Refunds

After review, you will receive confirmation of approval or rejection. If approved, the refund will be made to your original payment method. Processing time is typically 3–10 business days.

Late or Missing Refunds

If you have not received your refund, please first check your bank account. Then contact your bank or payment provider. If the problem persists, please contact us at [email protected].

Exchanges

Digital subscriptions cannot be exchanged after activation. Before activation, you can contact us to change your plan if applicable.

Physical Products (if applicable)

If hardware is offered (e.g., TV boxes), unused products in original packaging can be returned within 15 days to:

AurexTv Returns Department
Musterstraße 12
10115 Berlin
Germany

Return shipping costs are borne by the customer. Shipping fees are non-refundable. We recommend using a trackable shipping method.

Chargebacks

If you have issues, please contact us first at [email protected]. Unauthorized disputes may be contested with payment providers.

Contact

Questions about refunds or returns:

• Email: [email protected]
• WhatsApp: +12393109171