Refund & Returns policy

You have two overlapping rights: the statutory 14-day right of withdrawal under EU law, and our voluntary 30-day satisfaction guarantee. Whichever is more favourable to you applies.

1. 14-day right of withdrawal (EU statutory right)

If you are a consumer in the EU, you may withdraw from the sales contract within 14 calendar days from the day you (or a third party you nominated, other than the carrier) took physical possession of the product, without giving any reason. To exercise this right, send us a clear statement (email is fine) to support@aeris-cool.com before the 14-day period expires. You may use the model withdrawal form below but it is not mandatory.

2. 30-day satisfaction guarantee (our voluntary offer)

In addition to your legal rights, we accept returns for up to 30 days from delivery if the product is unused and in resalable condition (original packaging, all accessories, no damage). This voluntary guarantee does not affect your statutory 14-day right or your legal conformity rights.

3. How to return

1. Email support@aeris-cool.com with your order number and reason.
2. We will confirm the return address and any instructions within 2 business days.
3. Ship the product back within 14 days of notifying us. Keep the tracking number.

4. Who pays return shipping

Faulty, damaged, or wrong item: we cover return shipping and refund all costs.

Change of mind (14-day withdrawal or 30-day guarantee): the customer pays the cost of returning the item, unless we agree otherwise in writing. Because our warehouse is overseas, return shipping can be significant — please contact us first so we can suggest the most economical route.

5. Refunds

We refund the full price you paid, including standard outbound shipping, no later than 14 days after we receive the returned product (or after you prove you sent it, whichever is earlier), using the same payment method you used at checkout. We may withhold the refund until the goods are received or we have evidence of return.

Under EU law, if you chose a more expensive delivery method than the standard one we offer, we only refund the cost of the standard method.

6. Deductions for diminished value

You are only liable for any diminished value of the goods resulting from handling that goes beyond what is necessary to establish their nature, characteristics and functioning. We may deduct a proportionate amount from the refund.

7. Exceptions

The right of withdrawal does not apply to a small number of categories listed in Art. 16 of Directive 2011/83/EU (e.g. sealed hygiene items opened after delivery, custom-made goods). None currently apply to the standard Aeris Zap product.

8. Warranty defects

If your product fails or does not match the description within the legal conformity period, contact support@aeris-cool.com. We will arrange a free repair, replacement, price reduction or refund as required by law.