Refund policy

Returns, Refunds & Cancellations Policy

Last Updated: 16/05/2026
Store: Aerion
Website: https://useaerion.com
Legal entity: SELLFIX SOLUTIONS LTD
Company number: 15489469
Registered office: 128 City Road, London, United Kingdom, EC1V 2NX
Customer support: hello@useaerion.com
Business and legal contact: info@useaerion.com

1. Our 60 Day Try It At Home Guarantee

We want you to feel confident trying Aerion properly at home. That is why we offer a 60 day try it at home guarantee on eligible orders.

Use Aerion at home as part of your garment care routine. If it does not feel right for your routine, you may request a return within 60 days of delivery.

  • Timeframe: You must email us within 60 days of receiving your order.
  • Return approval required: You must contact us before sending anything back. Returns sent without approval may not be accepted.
  • Return address: The return address is different from our registered company address. We will provide the correct UK return address after your request is approved.
  • Customer responsibility: The customer is responsible for paying the return shipping cost.
  • Tracked return required: Returns must be sent using a tracked shipping service.
  • Return handling fee: A return handling, inspection and inventory fee of 5 USD, or the equivalent amount converted into your order currency on the day of refund processing, will be deducted from the refund.

This guarantee is designed to let you try Aerion with confidence while keeping returns fair and manageable.

2. How To Start A Return

To start a return, email us before sending the product back.

Email: hello@useaerion.com

Please include:

  • Your order number
  • Your full name
  • The email address used at checkout
  • The reason for the return
  • Photos of the product and packaging, if requested by our support team

Once your return request is approved, we will send you the correct UK return address and return instructions.

Please do not send returns to our registered company office address. Returns must be sent to the return address provided by our customer support team.

3. Return Condition Requirements

Returned items must arrive in a condition that allows us to inspect and process the return properly.

Your return must include:

  • The Aerion device
  • Original packaging
  • All accessories and parts included with your order
  • Power cable, charging cable, attachments, filters, water tank, brush heads, guides or inserts, where supplied
  • A note inside the package with your order number, full name and email address

The product should be returned clean, complete and reasonably cared for. We reserve the right to reduce the refund if the product is returned damaged, missing parts, heavily used beyond normal testing, or not returned with the original accessories.

4. Return Shipping & Tracking

The customer is responsible for arranging and paying for return shipping, unless the product is confirmed faulty.

  • Tracked shipping required: You must use a tracked return service.
  • Tracking number required: After posting the return, email the tracking number to hello@useaerion.com.
  • Lost return parcels: We cannot refund returned parcels that are lost before reaching us. This is why tracked shipping is required.
  • Customs or return charges: Any customs fees, postage costs or carrier charges related to the return are the customer’s responsibility unless the item is confirmed faulty.

5. Refund Processing After We Receive Your Return

Once your return arrives at our UK return location, we will inspect the product and check that all parts are included.

If the return is approved, we will issue the refund to your original payment method within 5 business days after inspection.

Your bank, card provider, PayPal, Klarna, Shop Pay or other payment provider may take additional time to show the funds in your account.

  • Refund method: Refunds are processed to the original payment method only.
  • Inspection: Refunds are processed after we receive and inspect the returned item.
  • Return handling fee: A 5 USD return handling, inspection and inventory fee, or the equivalent in your order currency, will be deducted from eligible returns.
  • Original shipping: If a paid shipping upgrade was selected, premium or express shipping fees are not refunded.

6. Your Statutory Right To Cancel

If you are a consumer in the United Kingdom or European Union, you may have a statutory right to cancel your online order within 14 days of receiving it.

To exercise this right, email us at hello@useaerion.com within the required timeframe and state that you wish to cancel your order.

  • Cancellation notice: You must tell us within 14 days of receiving the goods.
  • Return deadline: You must send the goods back within 14 days of telling us you wish to cancel.
  • Return shipping: The customer is responsible for return shipping costs unless the item is faulty or not as described.
  • Condition: You are responsible for any reduction in value caused by handling the goods more than necessary to inspect them.

This statutory right is separate from our 60 day try it at home guarantee. Nothing in this policy affects your statutory rights.

7. Damaged, Faulty Or Incorrect Items

If your order arrives damaged, faulty or incorrect, please contact us as soon as possible at hello@useaerion.com.

Please include:

  • Your order number
  • Photos or video showing the issue
  • A photo of the shipping label
  • A photo of the packaging, if the parcel arrived damaged

If the product is confirmed faulty, damaged on arrival or incorrect, we will offer an appropriate resolution, which may include a replacement, repair, return label or refund depending on the situation and your statutory rights.

For missing item claims, we may ask for photos or video of the packaging so we can compare it with warehouse packing records and courier weight records.

8. Delivery Disputes & Item Not Received Claims

We use tracked delivery services to protect your order and help resolve delivery issues fairly.

  • Reporting period: If tracking shows delivered but you cannot locate the parcel, you must contact us within 7 days of the marked delivery date.
  • Courier investigation: We may request delivery confirmation, GPS delivery scan, delivery photo, courier notes, signature details or proof of delivery from the courier.
  • GPS proof of delivery: If the courier confirms delivery to the delivery address using GPS coordinates, delivery photo, courier scan or other delivery evidence, we may treat the parcel as successfully delivered.
  • Safe place delivery: If you ask the courier to leave the parcel in a safe place, with a neighbour, at reception, on a porch or in another requested location, responsibility for the parcel may pass once the courier completes that delivery instruction.

If a payment dispute or chargeback is opened after courier evidence confirms delivery, we may submit tracking, GPS scan, delivery photo, courier notes and customer order details to the payment provider or bank.

9. Lost In Transit

If tracking has not updated for an extended period, contact us at hello@useaerion.com and we will review the shipment with the courier.

A parcel will only be treated as lost in transit after 45 calendar days from dispatch, unless the courier officially confirms it is lost before then.

If a parcel is confirmed lost in transit, we will offer a replacement or refund in line with your statutory rights and our store policies.

10. Incorrect Address, Refused Delivery Or Uncollected Parcel

The customer is responsible for entering a complete and correct delivery address at checkout.

If a parcel is delayed, returned, lost or delivered incorrectly because the address entered at checkout was wrong or incomplete, we are not responsible for the delivery issue.

If a parcel is returned to us because of an incorrect address, failed delivery, refusal, failure to collect, or failure to provide customs or courier information, we may deduct the original shipping cost, return shipping cost and any non recoverable carrier charges from any refund, where permitted by applicable law.

A shipping and handling deduction of 8 USD, or the equivalent amount converted into your order currency on the day the refund is processed, may apply to returned parcels caused by customer error, refusal, failed delivery or non collection.

11. Bundles, Multi Buys & Promotions

If you purchased a bundle, multi buy, discount offer or promotional pack and return only part of the order, your refund may be recalculated.

  • The discount may be voided.
  • The items you keep may be charged at their full non discounted price.
  • Your refund may be calculated as the total paid minus the full price of items kept, where permitted by applicable law.

If a free gift was included with your order, it must also be returned unused and complete. If the free gift is not returned, its retail value may be deducted from your refund.

12. Accidental Orders

If you accidentally placed an order, contact us immediately at hello@useaerion.com with your order number and the subject line Accidental Purchase.

  • If your order has not shipped: We will try to cancel it and issue a refund.
  • If your order has already shipped: You will need to return it following this policy.

We cannot guarantee cancellation once an order has entered processing, has been packed or has been dispatched.

13. Product Care And Return Suitability

Aerion is a personal household and garment care product. Please use and handle the product with care.

Returned products must be reasonably clean and complete. We may refuse or reduce a refund if a product is returned in an unacceptable condition, damaged through misuse, missing parts, heavily soiled, or not suitable for inspection.

14. Refund Deductions

Depending on the reason for return, the following deductions may apply where permitted by applicable law:

  • 5 USD return handling, inspection and inventory fee for 60 day try it at home guarantee returns
  • Return shipping cost paid by the customer
  • Original premium or express shipping upgrades, if selected
  • 8 USD shipping and handling deduction for incorrect address, refused delivery, failed delivery or uncollected parcels
  • Missing accessories, missing parts or damage beyond normal inspection and testing

15. Contact Us

For returns, refunds, cancellations or delivery issues, contact us at:

Customer support: hello@useaerion.com
Business and legal enquiries: info@useaerion.com

Nothing in this policy affects your statutory rights under applicable consumer law.