Return Policy & Refund

Cancellation

1. The customer has the right to cancel an order within 24 hours of payment.
2. Once the order has been packed and handed over to the shipping provider, cancellation is no longer possible.

Returns & Exchanges

30-Day Home Trial

Please keep the complete product packaging (including all foam protective materials) during the 30-day trial period to facilitate any returns or exchanges.

Return and Refund Service
If you are unsatisfied with the product for any reason, you may contact AEKE within thirty days of receiving the product to request a return and refund in accordance with this return policy.

How to Apply for a Return/Refund?
1. To apply for a return and refund, please contact support@aeke.com within thirty days of receiving the product.
2. Please provide the following information in your email: order number, product name and quantity, reason for return, and photos or videos of the complete product packaging.
3. AEKE will review the return and refund information within two business days of receiving your email.
4. Once AEKE receives the returned product and confirms that it meets the conditions of this return and refund policy, the corresponding amount will be refunded via the original payment method.

Return and Exchange Address
Please contact customer service at support@aeke.com to obtain the precise return and exchange address.

Responsibility for Logistics Costs
For returns and exchanges due to quality issues within the warranty period, the incurred logistics costs will be covered by AEKE.
For returns and exchanges due to non-quality related reasons or outside the warranty period, the buyer shall bear the incurred logistics costs.

Refunds

Conditions for a Full Refund
1. Contact the AEKE Support Team within thirty days of receiving the product and provide a complete and valid purchase invoice or proof of purchase.
2. The product has manufacturing defects or quality issues immediately upon unboxing, rendering it unusable, and remains in a new or near-new condition.
3. The product must be returned in its original packaging, including all original accessories and attachments.

Situations for a Partial Refund
1. Returns are not requested due to manufacturing defects or quality issues.
2. Products are returned with missing original accessories or attachments, or have surface damage (e.g., cracks, dents, scratches) to products or accessories.
3. Products are not returned in their original packaging, not properly used with original packaging, or returned with incomplete original packaging, resulting in damage to products and accessories. AEKE will assess losses based on the actual condition of the received products and deduct corresponding fees before refunding, subject to customer confirmation.

Situations Where Refunds Are Not Supported
1. Refund requests are made more than thirty days after receiving the product.
2. Returned products are damaged, rendering them unusable or unsaleable.
3. Product malfunctions or damages caused by user violations of the product manual, improper use, or unauthorized modifications.
4. Damages caused by force majeure events such as fire, flood, strong winds, or lightning strikes.
5. Product damage during transportation without proof of transit damage.
6. Products requiring activation or registration have already been activated or registered.
7. Products that have been personalized or custom-made according to customer requirements.
8. Missing valid purchase invoice or proof of purchase, or evidence that has been forged or altered.
9. Serial numbers of returned products do not match the original product, or product labels, serial numbers, or waterproof marks have been altered or falsified.
10. Returned products do not match the original order, e.g., different product models or configurations.
11. The returned product is not shipped within seven days after AEKE issues the return confirmation.
12. Products that have been inspected by AEKE and found to have no defects.
13. Other situations that affect product integrity and resale.

In these cases, AEKE will not process a refund.

Refund Processing Time
The refund will be issued via the original payment method. The refund process takes 7–14 business days from the date AEKE receives, evaluates the returned product, and confirms the refund amount with the customer. The exact period depends on the bank or credit card provider.

Late or Missing Refunds
If you haven’t received a refund after 7 business days, first check your bank account again, then contact your credit card company. It may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at support@aeke.com.

Tel: 00852 5980 3087
Email: support@aeke.com
Note: We kindly ask you to first contact us at support@aeke.com for any return or exchange requests. Please note that we cannot accept returns or exchanges without prior authorization.