Returns Policy
1. Purpose
This Returns Policy explains how customers may return eligible products purchased through Aeropick.com. It forms part of the Aeropick Terms & Conditions.
2. Before Requesting a Return
Before returning any product, customers must contact Aeropick. Returns should not be shipped without prior authorisation. Once a return request has been reviewed, Aeropick will provide the appropriate return instructions. This helps ensure that products are returned safely and to the correct location.
3. Right of Withdrawal
For customers in the European Union, purchases made through Aeropick.com are subject to the statutory 14-day right of withdrawal, beginning on the day after the customer receives the product.
Customers outside the European Union may benefit from similar rights under the consumer protection laws applicable in their respective jurisdictions.
Customers wishing to exercise their statutory right of withdrawal should contact Aeropick before returning their order. The exercise of this right remains subject to the applicable legal conditions.
4. Return Conditions
Unless otherwise required by applicable law, returned products should:
- Be unused.
- Be complete.
- Include all accessories supplied with the product.
- Be returned in the original packaging where reasonably possible.
Products should be packaged appropriately to reduce the risk of damage during return transport.
5. Return Procedure
To request a return, customers should contact Aeropick and provide:
- Order number.
- Customer name.
- Reason for the return, where applicable.
Aeropick will review the request and provide the appropriate return instructions, including the return address and any additional information required for the shipment. Returns should only be shipped after these instructions have been received.
6. Inspection of Returned Products
Returned products are inspected upon receipt. Where the return complies with this policy and applicable consumer protection law, the return will be accepted and processed. If additional information is required to assess the condition of the returned product, Aeropick may contact the customer before completing the return process.
7. Refunds
Where a refund is due, it will be issued using the original payment method used for the purchase unless otherwise agreed. Refunds are processed after the returned product has been received and inspected. The time required for funds to appear in the customer's account depends on the customer's payment provider or financial institution.
8. Return Shipping
Unless otherwise required by applicable consumer protection law, customers are responsible for the cost of returning a product. Where the return results from a manufacturing defect, transport damage or another issue for which Aeropick is responsible, Aeropick will arrange or reimburse the return shipment, as appropriate. Return shipping instructions will always be provided by Aeropick before a product is returned.
9. Products Damaged During Transport
If a product arrives damaged, customers should contact Aeropick within 48 hours of delivery. Customers should retain all original packaging until the claim has been reviewed.
To assist with the assessment, Aeropick may request:
- Photographs of the packaging.
- Photographs of the product.
- A short video showing the damage.
Aeropick will review the information provided and determine the most appropriate solution, which may include replacement parts, repair, replacement of the product or another appropriate remedy.
10. Products Returned Without Prior Authorisation
Products returned without first contacting Aeropick may experience delays in processing. Where reasonably possible, Aeropick will seek to identify the customer and process the return appropriately. However, Aeropick cannot accept responsibility for products that cannot be identified or that are returned to an incorrect address.
11. Questions About Returns
Customers with questions regarding a return are encouraged to contact Aeropick before shipping their product. Customer Care will guide customers through the appropriate return process and answer questions relating to returns, refunds or exchanges.
12. Non-returnable Products
Certain products may not be eligible for return where permitted by applicable law, including products made to a customer's individual specifications or clearly personalised. Where a product is not eligible for return, this will be clearly indicated before the order is placed. Nothing in this section limits any statutory consumer rights applicable under mandatory law.