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Refund policy

We offer a 30-day return policy for orders delivered to all destinations we serve, including the United States, the European Union, the United Kingdom, Australia, Canada, and other eligible regions.

This policy does not affect any statutory consumer rights available under applicable local law.

Return Eligibility

We accept return or exchange requests submitted within 30 days of the confirmed delivery date.

To qualify for a return, the item must be:

  • Uninstalled and unused

  • In its original condition

  • Returned in the original packaging

  • Complete with all original accessories, hardware, components, and labels

  • Free from any signs of installation, alteration, damage, or wear

You will also need to provide your order number or other proof of purchase.

Return requests submitted more than 30 days after delivery cannot be accepted.

How to Request a Return

To request a return, please contact us at info@aesthome.com and provide:

  • Your order number

  • The item or items you wish to return

  • The reason for the return

  • Clear photographs of the item and its packaging

Our customer service team will respond within 3 business days and provide the available return options and instructions.

Items returned without prior approval or sent to an unauthorised address will not be accepted.

Damaged, Defective, or Incorrect Items

Every order is covered by our Damage-Free Delivery Guarantee.

Please inspect your order as soon as it arrives. If an item is damaged in transit, defective, incorrect, or has a quality issue, contact us immediately with your order number and clear photographs or videos of the item and packaging.

Once the issue has been verified, we will provide an appropriate solution at no additional cost, which may include replacement parts, a replacement item, an exchange, or a refund.

If the parcel or outer packaging is visibly damaged upon delivery, please also report the damage directly to the carrier within 24 hours so that a shipping claim can be opened.

Return Shipping and Related Costs

If the return is due to a verified manufacturing defect, transit damage, or an error on our part, we will cover the reasonable costs of the approved return or replacement.

For returns resulting from the customer’s personal preference or purchasing decision:

  • The customer is responsible for arranging and paying for return shipping.

  • Shipping charges already incurred are non-refundable once we have fulfilled our delivery obligations, except where otherwise required by applicable law.

  • We may deduct up to 38% of the item value from the refund to cover outbound shipping, import duties, taxes, customs processing, and other logistics costs already incurred, even where the original order was advertised with free shipping.

  • The cost of return shipping will depend on the carrier and service selected by the customer.

Customer-responsibility returns include, but are not limited to:

  • The product does not meet personal expectations

  • The item is considered too large or too small

  • The colour or finish is not as expected

  • The customer has changed their mind

  • The product is no longer required

  • The wrong product, option, or quantity was ordered


Non-Returnable Items

The following items are not eligible for return unless they have a verified manufacturing defect or applicable law requires otherwise:

  • Custom or made-to-order products: Items produced according to a requested size, colour, finish, configuration, or other personalised specification

  • Expedited shipping charges: These are non-refundable once the service has been booked with the carrier

  • Unauthorised returns: Items returned without prior approval

  • Late returns: Items returned after the applicable 30-day return period

  • Bulk orders of three or more identical units: We strongly recommend ordering one unit for evaluation before placing a larger order

Exchanges

The fastest way to receive a different item is to return the original item and place a separate order for the replacement.

Once your return request has been reviewed and accepted, our team will provide instructions for completing the return and purchasing the new item.

European Union Cooling-Off Period

For merchandise delivered within the European Union, customers have the statutory right to cancel or return an eligible order within 14 days of delivery, without providing a reason.

The item must remain unused, uninstalled, and in its original condition and packaging, with all accessories, hardware, components, and labels included.

This statutory cooling-off right forms part of, and is not restricted by, our wider 30-day return policy.

Refunds

We will notify you once your return has been received and inspected and confirm whether the refund has been approved.

Approved refunds will be issued to the original payment method within 10 business days, less any previously disclosed return fee or other applicable deductions.

Please note that your bank, card provider, or payment service may require additional time to process and display the refund.

If more than 15 business days have passed since your refund was approved, please contact us at info@aesthome.com.