Refund policy
AERIOVO Returns & Refunds Policy
We want you to be satisfied with your AERIOVO purchase. This policy explains how returns, cancellations, damaged products and refunds are handled.
14-Day Right to Cancel
If you are a consumer purchasing online in the United Kingdom or European Union, you generally have the right to cancel your order within 14 days of receiving the goods, without giving a reason, subject to applicable consumer law and any statutory exceptions.
To exercise your right to cancel, please contact AERIOVO Customer Support within the applicable 14-day period and clearly tell us that you wish to cancel your purchase.
After notifying us of your cancellation, please return the goods within 14 days.
Change-of-Mind Returns
For eligible change-of-mind returns, the customer is responsible for the cost of returning the product to us.
Please contact us before sending any product back. We will provide the appropriate return instructions and the return address in Germany.
We strongly recommend using a tracked shipping service and retaining proof of postage until your return has been completed.
You may inspect and handle the product only to the extent reasonably necessary to establish its nature, characteristics and functionality. If the product has been handled beyond what would reasonably be permitted when examining it in a physical shop and its value has consequently been reduced, a deduction may be made from the refund where permitted by applicable law.
Faulty or Defective Products
If your product is faulty, defective, not as described or does not perform as it reasonably should, please contact AERIOVO Customer Support as soon as possible.
Please provide your order number, a description of the issue and, where reasonably requested, photographs or video showing the problem. This helps us assess the issue and provide an appropriate solution.
Where AERIOVO is responsible for a qualifying faulty or defective product, we will cover reasonable return shipping costs where required and provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include repair, replacement, price reduction or refund.
Nothing in this policy limits or excludes your statutory consumer rights.
Products Damaged During Delivery
If your order arrives damaged, please contact AERIOVO Customer Support as soon as reasonably possible after delivery.
Please provide your order number together with photographs of the product, its packaging and the visible damage where possible.
We will review the issue and, where appropriate, work with the delivery carrier to investigate the shipment and provide an appropriate remedy in accordance with applicable consumer law.
Return Address
Returns are handled through our return facility in Germany.
Please do not return a product without contacting us first, as the appropriate return instructions and address will be provided after your return request has been reviewed.
Sending a return to an address other than the return address provided by AERIOVO may delay processing.
Refunds
Once your return has been received and processed, we will notify you regarding your refund.
Approved refunds will normally be issued to the original payment method. Processing times after a refund has been issued may vary depending on your bank or payment provider.
Where you exercise a statutory right to cancel an eligible online purchase, any refund of the original standard delivery charge will be handled in accordance with applicable consumer law. Additional costs resulting from choosing a delivery method more expensive than our standard delivery option may not be refundable.
Refunds will be processed within the time limits required by applicable law.
Exchanges
If a product is faulty, damaged or otherwise eligible for a remedy, please contact us before placing another order. Where appropriate, we may arrange a replacement rather than requiring you to purchase the product again.
Incorrect Products
If you receive a product different from the product you ordered, please contact us with your order number and photographs of the item received. Where the error is ours, AERIOVO will arrange an appropriate resolution at no additional return shipping cost to you.
Order Cancellations Before Dispatch
If you wish to cancel an order before it has been dispatched, please contact us as soon as possible. We will try to process your cancellation before shipment, although we cannot guarantee that an order can be stopped once fulfilment has begun.
Your Statutory Rights
This Returns & Refunds Policy is intended to operate alongside, and does not replace or restrict, any mandatory consumer rights available to you under the laws applicable to your purchase.
Contact Us
To request a return or report a problem with your order, please contact AERIOVO Customer Support using the contact details provided on our website. Please include your order number so that we can assist you efficiently.