AERIOVO Returns & Refunds Policy

We want you to be satisfied with your AERIOVO purchase. This policy explains how returns, cancellations, damaged or faulty 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 in accordance with the return instructions we provide.

Change-of-Mind Returns

For eligible change-of-mind returns, the customer is responsible for arranging and paying the cost of returning the product to us, except where applicable law requires otherwise.

Please contact us before sending any product back. We will provide the appropriate return instructions and the applicable 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 and your applicable statutory rights, 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.

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.

Return Method and Address

Returns are handled by mail through our return facility in Germany.

Please do not return a product without contacting us first. Return instructions and the applicable return address will be provided after your return request has been reviewed.

Unless AERIOVO specifically provides a return label for a qualifying faulty, damaged or incorrect product, customers are responsible for arranging the return shipment for eligible change-of-mind returns.

Sending a return to an address other than the return address provided by AERIOVO may delay processing.

AERIOVO does not charge a restocking fee for eligible returns.

Refunds

Once your returned product has been received and inspected, we will notify you whether your refund has been approved.

If approved, we will issue the refund to your original payment method within 10 business days after the returned product has been received and the refund has been approved.

Please remember that your bank, card issuer or payment provider may require additional time to process and post the refund to your account after AERIOVO has issued it.

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.

Nothing in this section affects any shorter refund period or other remedy required by applicable law.

Exchanges and Replacements

We do not offer a general exchange service for change-of-mind returns.

If a product is faulty, damaged, incorrect or otherwise eligible for a remedy, please contact us before placing another order. Where appropriate, AERIOVO may arrange a replacement as part of the applicable remedy.

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.

If the order has already been dispatched, your applicable cancellation and return rights remain available as described in this policy.

Your Statutory Rights

This Returns & Refunds Policy operates alongside, and does not replace, restrict or exclude, any mandatory consumer rights available to you under the laws applicable to your purchase.

If there is any conflict between this policy and a mandatory consumer protection law that applies to your purchase, the applicable mandatory law will prevail.

Contact Us

To request a return, cancel an eligible order or report a problem with your purchase, please contact:

AERIOVO Customer Support
Email: support@aeriovo.com

Please include your order number and relevant details so that we can assist you efficiently.