Refund policy

Refund & Returns Policy

Last updated: October 2026

At AERØ, we want you to be confident in your purchase. If you are not satisfied with your AERØ ONE™ purchase, our returns policy provides a straightforward process for requesting a return or refund.

This policy applies to purchases made through the AERØ online store and is subject to applicable South African consumer-protection laws.

1. 7-Day Returns

You may request to return your AERØ ONE™ within 7 days of receiving your order.

For a change-of-mind return, the product should be:

  • Unused or in substantially the same condition in which it was received

  • Returned with its original packaging where reasonably possible

  • Returned with all accessories, cables, manuals and other items supplied with the product

  • Accompanied by valid proof of purchase

We reserve the right to inspect returned products before processing a refund.

For qualifying online transactions, statutory cancellation rights under South African law continue to apply. Where the Electronic Communications and Transactions Act applies, a consumer may cancel within seven days of receiving the goods, and the direct cost of returning the goods may be payable by the consumer. (SAFLII)

2. How to Request a Return

To request a return, contact us within 7 days of receiving your order.

Please provide:

  • Your full name

  • Order number

  • Email address used for the purchase

  • Reason for the return

  • Photos or videos where relevant

Contact:

Email: client.support@aero.co.za

Please do not send a product back before receiving return instructions from AERØ.

3. Return Shipping

For a change-of-mind return, the customer may be responsible for the direct cost of returning the product, where permitted by applicable law.

If the product:

  • Arrived damaged

  • Is defective

  • Is materially different from what was ordered

  • Is missing components

  • Was incorrectly supplied

please contact us as soon as possible. Where applicable, AERØ will arrange or cover the appropriate return process in accordance with applicable law.

4. Defective or Faulty Products

Your statutory consumer rights are not limited to this 7-day return policy.

Under South Africa's Consumer Protection Act, qualifying goods carry an implied warranty of quality. Where goods fail to meet the applicable quality, safety or performance requirements, consumers may have rights to return the goods within six months of delivery and, depending on the circumstances, choose a repair, replacement or refund. (Government of South Africa)

If your AERØ ONE™ develops a qualifying defect, please contact us with:

  • Order number

  • Description of the issue

  • Photos and/or video demonstrating the problem

  • Proof of purchase

We may request that the product be returned for inspection.

5. AERØ 12-Month Warranty

AERØ ONE™ comes with a 12-month AERØ warranty covering eligible manufacturing defects.

The warranty does not cover damage resulting from:

  • Accidental damage

  • Misuse or abuse

  • Improper use

  • Unauthorised modifications or repairs

  • Normal wear and tear

  • Damage caused by liquids where the product is not rated for water exposure

  • Damage resulting from failure to follow the product instructions

The AERØ warranty operates in addition to any applicable statutory consumer rights and does not exclude or limit rights that cannot legally be excluded. (Government of South Africa)

6. Refunds

Once your returned product has been received and inspected, we will notify you whether your refund has been approved.

If approved, the refund will generally be processed using the original payment method.

The time it takes for the funds to appear in your account may depend on your payment provider or bank.

Where a refund is required by applicable law, AERØ will process it within the legally applicable timeframe.

For qualifying cancellations under section 44 of the Electronic Communications and Transactions Act, the Act provides for a refund of payments made within 30 days of cancellation. (SAFLII)

7. Products Damaged During Delivery

If your AERØ ONE™ arrives visibly damaged, please contact us as soon as possible and provide photographs of:

  1. The product

  2. The packaging

  3. Any visible damage

Do not discard the original packaging until the issue has been resolved.

We will assess the issue and provide the appropriate remedy in accordance with our policy and applicable South African consumer law.

8. Incorrect or Missing Items

If you receive an incorrect product or an order is missing an item, contact us as soon as possible.

Please provide your order number and photographs of the received package and its contents.

Where AERØ is responsible for the error, we will arrange the appropriate correction at no additional cost to you.

9. Items That Cannot Be Returned

Subject to your statutory rights, a return may be refused where a product has been:

  • Intentionally damaged

  • Modified or altered

  • Repaired by an unauthorised person

  • Returned without essential components

  • Damaged through misuse or failure to follow the product instructions

Nothing in this section limits a consumer's rights regarding defective or unsafe goods under applicable South African law.

10. Exchanges

If you would prefer an exchange rather than a refund, please contact us.

Exchanges are subject to product availability.

Where an exchange is not available or appropriate, a refund may be offered in accordance with this policy and applicable law.

11. Refunds for Promotional Purchases

Products purchased using a valid promotional discount remain subject to this Refund & Returns Policy.

Where a qualifying order containing multiple products is partially returned, any applicable refund will be calculated based on the actual amount paid for the returned product(s), taking the relevant promotion or discount into account.

12. Contact Us

For all returns, refunds, warranty claims or product support:

AERØ
South Africa

Email: client.support@aero.co.za
Website: aero-store.co.za