Refund policy

Last Updated: 25 July 2026

This Policy applies to all orders placed for delivery within the United Kingdom. At Aetholux, we want you to feel confident when shopping with us. This Policy explains how we handle returns, refunds, exchanges, and cancellations. By placing an order with us, you agree to the terms set out on this page.

1. Return Period

You can request a return within 30 days of delivery, provided the item meets the eligibility conditions set out in Section 2 below.

2. Return Eligibility

To qualify for a return and refund:

The product must be new, unused, undamaged, and returned in its original packaging.
All labels, manuals, structural parts, and installation accessories must be included.
You must provide proof of purchase, such as your Aetholux order number or order confirmation email.

For your protection, we recommend returning items using a trackable courier service.

3. Non-Returnable Items

We cannot accept returns or offer refunds for the following items unless they arrive damaged or not as described:

Custom-made, personalised, or bespoke items made to your requested dimensions or specifications.
Gift cards.
Any item that has been altered, installed, or damaged by the customer.

4. How to Start a Return

To begin a return, please email support@aetholux.com and include:

Your order number.
The reason for the return.
Photos or videos of the issue, where applicable, especially if the item is damaged, faulty, or incorrect.
Your full name and the delivery address used for the order.

Our team will review your request within 24 hours and will provide the full return and packaging instructions by email.

5. How to Send Your Return

All returns are processed by mail.

Approved returns should be sent by using a trackable courier service to the return address provided by our support team. Please do not send items back without return approval and instructions.

For your peace of mind, it is recommended to keep the proof of return postage until the return is received by us.

6. Return Shipping Costs

Our Fault (Damaged or Incorrect Item): If the return is due to an item arriving damaged, defective, or incorrect, we will cover the return shipping costs and provide a full refund or a free replacement, as you prefer.
Customer Choice (Change of Mind): If the return is due to a change of mind, ordering the wrong item, or any other customer preference, the customer is responsible for the return shipping cost. A full refund will be issued once the item is received and inspected.

We do not charge any restocking fees.

7. Refund Processing

Once your return is received, it will be inspected and we will notify you of the outcome by email in 2 business days.

Refund Processing Time: Approved refunds are processed within 10 business days of approval.

Refund Method: Refunds are issued to the original payment method used for the purchase. Please note that your bank or payment provider may take additional time to process and display the refund.

If you have not received your refund within 10 business days of our approval email, please first:

Check your bank account or original payment method again, as some refunds may take additional time to appear.
Contact your bank or card provider directly, as processing times can vary and delays may occur on their side.

If you have completed the above steps and your refund is still not visible, please contact us at support@aetholux.com with your order number and we will review this for you.

If the return is not approved, we will contact you to explain the reason and, where applicable, arrange for the item to be returned to you.

8. Damaged or Faulty Goods

Please inspect your order upon delivery. If your item arrives damaged, faulty, or incorrect, please email support@aetholux.com as soon as possible with your order number and supporting photos. We will arrange a replacement or full refund as you prefer.

9. Product Exchanges

If you would like to exchange an item, please contact support@aetholux.com with your order number and the details of the item you would like instead. Exchanges are subject to product availability.

10. Order Cancellations and Refused Deliveries

Please contact us within 24 hours if you wish to cancel your order. We will promptly check your order's shipping status and if not dispatched, we will cancel it for a full refund.

If the order has already been dispatched, you are welcome to return it once it has been received, under our standard returns procedure.

If a parcel cannot be delivered due to an incorrect or incomplete address provided by the customer, or if the parcel is refused or not claimed, it may be returned to us. Refunds will be processed once we have received the returned product. Return shipping or redelivery charges may be deducted where applicable.

11. Updates to This Policy

We may update this Returns & Refunds Policy from time to time to reflect changes in our business practices, customer service procedures, or legal obligations. The latest version will always be posted on this page with the updated "Last Updated" date.