Return & Refund Policy
This policy is provided in English; local language versions (German, French, Spanish, Portuguese, Swedish, Dutch, and others) are available upon request and must be used for consumers in jurisdictions with mandatory language requirements.
Cancellation
1. The customer have the right to cancel a order within 14 calendar days from the day on which you or a third party indicated by you acquires physical possession of the goods, without giving any reason.
2. This right exists regardless of whether the order has been dispatched. If the goods have already been shipped, you may refuse delivery or return the goods within the 14-day period. After delivery, the 14-day withdrawal period begins to run.
Return & Exchange
30-Day Hassle-Free Returns
After purchasing the AEKE product through our official website, you are entitled to a 30-day no-questions-asked return guarantee. In addition, you have a statutory right of withdrawal of 14 calendar days from delivery, which exists independently of this commercial guarantee and which you may exercise without giving any reason. This means you can try the product worry-free, and if for any reason it doesn't meet your expectations, you're welcome to contact us within 30 days of delivery to request a return and refund.
[Return Conditions Table]
| Category | Definition | Return Conditions | Cost Responsibility |
|---|---|---|---|
| Quality Issue Returns | Returns due to defects that prevent normal use or pose safety risks, including but not limited to: • Device cannot power on • Critical function failures • Visible physical damage |
1. Return request must be submitted to Support@aeke.com; remote troubleshooting may be arranged if necessary. 2. Customer must provide: ①Order number ②Description of the issue with photos or videos. |
Shipping: Fully covered by AEKE. Packaging: If original packaging is lost, AEKE will provide packaging and cover related costs. |
| Non-Quality Issue Returns | Returns for non-quality reasons, unrelated to product functionality or safety: • Change of mind • Product not meeting expectations • Improper use • Poor network conditions affecting usage |
1. Must submit within 30-day trial period.You may submit within 14 calendar days from delivery without giving any reason. |
Shipping: Paid by customer. Packaging: Replacement possible but cost borne by customer. |
Please retain the complete product packaging (including all foam protective materials) during the 30-day trial period to facilitate any potential returns or exchanges.
Return and Refund Services
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. You have a right to withdraw from the contract within 14 calendar days of delivery without giving any reason and without incurring any costs other than the direct cost of returning the goods.
How to issue a return/refund?
1. To apply for a return and refund, please contact support@aeke.com within thirty days of receiving the product. Our website provides a clearly identifiable electronic function allowing you to submit your withdrawal statement directly. This function is available throughout the duration of your right of withdrawal.
2. Please include the following information in your email: order number, product name and quantity, reason for return, and pictures or videos of the complete product packaging.
3. AEKE will confirm receipt of your withdrawal statement automatically on a durable medium (e.g., email) without undue delay, including the content of the statement and the date and time of its submission. We will review your request within two business days.
4. Once AEKE receives the returned product and verifies that it meets the conditions specified in this return and refund policy, the corresponding amount will be refunded via the original payment method.
Return&Exchange Address
Please return the goods to: AEKE Returns Centre, Laan van Mathenesse 7A, Dock 25, 2665 MZ Bleiswijk, NL. You may also contact support@aeke.com for assistance.
The responsible party for logistics costs
For returns and exchanges due to quality issues within the warranty period, the associated logistics costs will be covered by AEKE.
For returns and exchanges due to non-quality issues or outside the warranty period, the associated logistics costs will be borne by the buyer. For statutory withdrawal within 14 days, you bear only the direct cost of returning the goods, unless we have offered to collect them ourselves.
[Cost Allocation Table]
| Issue | AEKE | Client |
| Non-Quality Issue Return/Exchange | ✗ | ✓ |
| Quality Issue Return/Exchange | ✓ | ✗ |
| Repairs Within the Warranty Period | ✓ | ✗ |
| Repairs Outside the Warranty Period | ✗ | ✓ |
Refund
Conditions for Full Refund
1. Contact AEKE Support Team within thirty days of receiving the product and provide a complete and valid purchase invoice or proof of purchase.
2. For returns under our 30-day commercial guarantee: the product remains in a condition suitable for resale. For statutory withdrawal within 14 days: you may return the product even if opened or used, provided you have handled it only to the extent necessary to establish its nature, characteristics and functioning. Deductions may be made only for diminished value caused by handling beyond this.
3. Please return all original accessories and, where possible, the original packaging. Missing packaging does not invalidate your statutory right of withdrawal.
Situations for Partial Refund
The following deductions apply only to returns made under our voluntary 30-day commercial guarantee after the statutory 14-day withdrawal period has expired, or where the consumer has diminished the value of the goods by handling them beyond what is necessary to establish their nature, characteristics and functioning:
1. Returns under the 30-day policy where the product shows signs of use beyond normal inspection.
2. Products returned with missing original accessories or attachments, or with surface damage (e.g., cracks, dents, scratches) on the products or accessories.
3. Products showing damage from handling beyond what is necessary to establish their nature, characteristics and functioning. AEKE will evaluate any diminished value and may deduct a proportionate amount. For statutory withdrawals within 14 days, no deductions are made for normal inspection.
Situations Where Refunds Are Not Supported
1. Refund requests are made more than thirty days after receiving the product (for our voluntary commercial guarantee). Statutory withdrawal rights expire 14 calendar days after delivery, or 12 months plus 14 days if we have failed to inform you of your rights.
2. Returned products are damaged, making them unusable or unsellable.
3. Product malfunctions or damages due to user violations of the product manual, unauthorized use, or modifications.
4. Damage caused by force majeure events such as fire, flood, strong wind, or lightning strikes.
5. Product damage during return transportation where the consumer failed to exercise reasonable care in handing over the goods to the carrier.
6. Products personalized or customized based on customer requirements.
7. Lack of valid purchase invoice or purchase proof, or proof that is forged or altered.
8. Returned product serial numbers do not match the original product, or product labels, serial numbers, or waterproof markers are altered or forged.
9. Returned products do not match the original order, such as different product models or configurations.
10. Products tested by AEKE and found to be free of defects.
11. Other situations affecting product integrity and resale.
In these cases, AEKE will not process a refund.
Refund Processing Time
The refund will be issued back to the original payment method. The refund process will take without undue delay and in any event not later than 14 calendar days from the day on which we are informed of your decision to withdraw. We may withhold reimbursement until we have received the goods back or until you have supplied evidence of having sent back the goods, whichever is the earliest. Standard delivery costs paid at the time of purchase will be refunded in full, unless you chose a delivery method more expensive than our standard delivery option.
The specific timeframe depends on the bank or credit card issuer.
Late or missing refunds
If you have not received your refund within 14 calendar days of notifying us of your withdrawal, please contact us at support@aeke.com. We will investigate promptly and provide proof of reimbursement where applicable.
Tel: 00852 5980 3087
Email: support@aeke.com
Note:For returns under our voluntary 30-day guarantee, please contact us at support@aeke.com. For statutory withdrawal within 14 days, you may use the electronic “Withdraw from Contract” function on our website or notify us by any clear statement. No prior approval is required for statutory withdrawal.
EU Responsible Person:
CALLE RIO TORMES NUM. 1, PLANTA 1, DERECHA,
OFICINA 3, Fuenlabrada, Madrid, 28947 Spain
Madrid 28947
+34910602659