Cancellation
1. The customer have the right to cancel a order within 24 hours from the payment
2. When the order is packed and assigned to currier service the cancellation is not longer possible
Return & Exchange
Return and Refund Services
If you are unsatisfied with the product for any reason, you may contact AEKE within seven days of receiving the product to request a return and refund in accordance with this return policy.
How to issue a return/refund?
1. To apply for a return and refund, please contact support@aeke.com within seven days of receiving the product.
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 review the return and refund information within two business days of receiving your email.
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 Adrress
Please contact customer service at support@aeke.com to obtain the specific return and exchange address.
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.
Refund
Conditions for Full Refund
1. Contact AEKE Support Team within seven days of receiving the product and provide a complete and valid purchase invoice or proof of purchase.
2. The product has manufacturing defects or quality issues immediately upon unboxing, rendering it unusable, and it remains in a new or near-new condition.
3. The product must be returned in its original packaging, including all original accessories and attachments.
Situations for Partial Refund
1. Returns requested not due to manufacturing defects or quality issues.
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 not returned in their original packaging, not properly used with the original packaging, or with incomplete original packaging resulting in damage to the products and accessories. AEKE will evaluate the losses based on the actual condition of the received products and deduct the corresponding fees before arranging the refund, subject to customer confirmation.
Situations Where Refunds Are Not Supported
1. Refund requests are made more than seven days after receiving the product.
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 transportation without providing proof of transport damage.
5. Products requiring activation or registration have already been activated or registered.
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. The returned product is not delivered within seven days after AEKE issues the return confirmation.
11. Products tested by AEKE and found to be free of defects.
12. 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 7-14 business days from the date AEKE receives the returned product, evaluates it, confirms the refund amount with the customer. The specific timeframe depends on the bank or credit card issuer.
Late or missing refunds
If you have not received a refund after 7 business days, first check your bank account, then contact your credit card company. It may take some time before your refund is officially posted. There is often some processing time before a refund is posted. If you have done all of this and you still have not received your refund, please contact us at support@aeke.com.
Tel: 00852 5980 3087
Email: support@aeke.com
Note: We kindly ask that you contact us first at support@aeke.com for any return or exchange requests. Please note that we are unable to accept any returns or exchanges without prior approval.