Refund policy
Website: www.aeruna.com
Contact email: support@aeruna.com
Important note: We do not offer free returns — return shipping costs are the responsibility of the customer.
Size exchanges are also at the customer’s expense.
RETURNS
Can I return my order?
Yes, you can. If you are not satisfied with the items you ordered, you may return them within 30 days of receiving your order.
Returns are accepted only under the following conditions:
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The item must be complete with all its parts and components, in its original packaging as received.
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The product must have been used only for the purpose of checking its functionality; damage caused by improper handling will not be accepted.
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Items where hygiene is important must be properly cleaned before being returned.
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The product was defective upon arrival.
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Return shipping costs are paid by the customer.
Once we receive your return, it will be processed within 7 working days. If all conditions are met, you will receive official confirmation of acceptance.
All returns must include a tracking number. Non-trackable parcels will not be accepted.
We reserve the right to refuse returns if we suspect items have been used or damaged beyond our responsibility.
How can I return my order?
If your order meets the above conditions, please follow these steps:
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Send an email to support@aeruna.com
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Include the following information:
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Order number
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Reason for the return request
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Product photos (in case of damage)
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Customer’s full name
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Customer’s address
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We will provide you with the correct return address.
Important: Do not send the package to the sender’s address. The customer is responsible for all return shipping costs.
RETURN POLICY FOR BUNDLE OFFERS
If you purchased items as part of a bundle promotion (e.g. 2 items with 10% off, 3 items with 15% off, “buy one get one free,” etc.), the discounted price applies to the entire bundle.
If you return only part of the bundle, the discount will be void and the retained items will be charged at full price.
The refund will then be recalculated based on the original prices.
If you return the entire bundle, you will receive a full refund (excluding shipping costs).
Partial returns are accepted only under these conditions.
ORDER CANCELLATION POLICY
Because our fulfilment system is automated, orders can only be cancelled within 3 minutes of confirmation.
After this time, the order is automatically processed and sent for shipment, and can no longer be cancelled.
If you are within the 3-minute window, contact us immediately at support@aeruna.com with your order number.
After 3 minutes, the order will already be in preparation and cannot be cancelled.
In this case, you must wait for delivery and then return the product following our return procedure.
ORDERS ALREADY IN TRANSIT
Since all orders are shipped from Asia, transit times may be longer than expected and are beyond our control.
If the order is already in transit, it cannot be cancelled.
However, you can notify us in advance of your intention to return the item once received.
We recommend sending us the shipment confirmation to speed up your refund process.
EFFECTS OF WITHDRAWAL
If you exercise your right of withdrawal, we will refund all payments made, excluding delivery costs (including any additional fees for express or tracked shipping).
Refunds will be processed within 14 days from the date we receive both your request and the returned goods.
We will use the same payment method used for the purchase, unless otherwise agreed.
No fees will be charged for the refund.
IMPORTANT
All returns must be sent to our central warehouse in Asia at the customer’s expense.