Refund Policy

 

Refund Policy for AERX

At AERX, we are committed to providing high-quality products and excellent customer service. This policy is in addition to your rights under the Australian Consumer Law (ACL).

Under the ACL, you are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.

1. Change of Mind Returns

We offer returns for change of mind under the following conditions:

  • Requests must be made within 30 days of receiving your order

  • Items must be unused, unopened, and in original packaging

  • Proof of purchase is required

Please note:

  • Customers are responsible for return shipping costs

  • Original shipping costs are non-refundable

  • AERX reserves the right to refuse returns that do not meet these conditions

2. Faulty, Damaged or Incorrect Items

If your product is faulty, damaged, or not as described, you may be entitled to a repair, replacement, or refund under Australian Consumer Law.

  • Please contact us within a reasonable timeframe of discovering the issue

  • Provide your order number and clear photos or videos of the issue

  • We will assess the claim and advise the appropriate resolution

If a product is confirmed to have a major failure, you may choose a refund or replacement.

3. Return Process

To initiate a return, please contact us at aerx.com.au with your order details.

If your return is approved:

  • You will receive instructions on how to return the item

  • Items must be returned within 14 days of approval

  • We recommend using a trackable shipping method, as AERX is not responsible for lost returns

4. Refunds

  • Approved refunds will be issued to the original payment method

  • Please allow 3–7 business days for processing after inspection

  • Your financial institution may require additional time to process the refund

5. Non-Returnable Items

The following items are not eligible for change-of-mind returns:

  • Items that have been used, damaged, or altered

  • Items not returned in original condition and packaging

  • Clearance or final sale items (unless faulty under ACL)

6. Cancellations

  • Orders may be cancelled prior to dispatch

  • Once shipped, orders must be treated as a return under this policy

7. Contact Us

If you have any questions or wish to lodge a return request, please contact us at:
aerx.com.au