cancellation
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The customer has the right to cancel an order within 24 hours of receiving payment.
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Once the order has been packed and handed over to the courier service, cancellation is no longer possible.
Returns & Exchanges
30-day free trial
Please retain 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 for any reason you are not satisfied with the product, you can contact AEKE within thirty days of receiving the product to request a return and refund in accordance with this return policy.
How do I request a return/refund?
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To request a return and refund, please contact support@aeke.com within thirty days of receiving the product.
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Please include the following information in your email: order number, product name and quantity, reason for return, and photos or videos of the complete product packaging.
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AEKE will review the return and refund information within two working days of receiving your email.
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Once AEKE has received the returned product and confirmed that it meets the conditions set out in this Return and Refund Policy, the corresponding amount will be refunded via the original payment method.
| problem | AEKE | customer |
| Returns/exchanges without quality defects | ✗ | ✓ |
| Return/exchange due to a quality defect | ✓ | ✗ |
| Repairs within the warranty period | ✓ | ✗ |
| Repairs outside the warranty period | ✗ | ✓ |
refund
Conditions for a full refund
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Contact the AEKE support team within thirty days of receiving the product and provide a complete and valid invoice or proof of purchase.
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The product has manufacturing defects or quality flaws immediately upon unpacking, rendering it unusable, and is in a new or near-new condition.
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The product must be returned in its original packaging, including all original accessories and attachments.
Situations for a partial refund
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Returns not requested due to manufacturing defects or quality issues.
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Returned products with missing original accessories or attachments, or with superficial damage (e.g., cracks, dents, scratches) to the product or accessories.
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Products that are not returned in their original packaging, have not been used properly with the original packaging, or whose original packaging is incomplete, resulting in damage to the products or accessories, will be subject to a refund. AEKE will assess the loss based on the actual condition of the received products and deduct the applicable fees before issuing a refund, subject to customer confirmation.
Situations where no refund is supported
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Refund requests submitted more than thirty days after receiving the product.
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Returned products that are damaged and therefore no longer usable or saleable.
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Product malfunctions or damage resulting from user violations of the product manual, unauthorized use, or modifications.
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Damage caused by force majeure such as fire, flooding, strong winds or lightning strikes.
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Product damage during transport without proof of transport damage.
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Products that require activation or registration and have already been activated or registered.
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Products that have been personalized or customized according to customer requests.
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Missing valid purchase invoice or proof of purchase, or proof of purchase that has been forged or altered.
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Serial numbers of returned products do not match the original product, or product labels, serial numbers, or waterproof markings have been altered or falsified.
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Returned products do not match the original order, e.g., different product models or configurations.
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The returned product will not be delivered within seven days of AEKE issuing the return confirmation.
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Products that have been tested by AEKE and in which no defects were found.
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Other situations that affect product integrity and resale.
In these cases, AEKE will not issue a refund.
Refund processing time
The refund will be credited back to the original payment method. The refund process takes 7–14 business days from the time AEKE receives the returned product, assesses it, and confirms the refund amount with the customer. The exact timeframe depends on the bank or credit card provider.
Delayed or missing refunds: If you haven't received your refund after 7 business days, first check your bank account and then contact your credit card company. It can take some time for your refund to be officially posted. There is often a processing time before a refund is posted. If you have done all of this and still haven't received your refund, please contact us at support@aeke.com .
