Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product has been received. For packages lost in transit, all claims must be submitted no later than 14 days after the estimated delivery date. Claims deemed an error on our part are covered at our expense.
If you or your customers notice an issue on the products or anything else on the order, please submit a problem report.
The return address is set by default to the Aeons facility. When we receive a returned shipment, an automated email notification will be sent to you. Unclaimed returns get donated to charity after 4 weeks.
Wrong Address – If you or your end customer provide an address that is considered insufficient by the courier, the shipment will be returned to our facility. You will be liable for reshipment costs once we have confirmed an updated address with you (if and as applicable).
Unclaimed – Shipments that go unclaimed are returned to our facility and you will be liable for the cost of a reshipment to yourself or your end customer (if and as applicable).
If you haven’t registered an account on Aeons.pro and added a billing method, you hereby agree that any returned orders due to the wrong shipping address or a failure to claim the shipment won’t be available for reshipping and will be donated to charity at your cost (without us issuing a refund).
Aeons does not accept returns of sealed goods, such as but not limited to face masks, which are not suitable for return due to health or hygiene reasons. You hereby agree that any returned orders with face masks won’t be available for reshipping and will be disposed of.
We do not refund orders for buyer’s remorse (including, but not limited, type or design) or wrong size. Returns for products, face masks, as well as size exchanges are to be offered at your expense and discretion.
Notification for EU consumers: According to Article 16(c) and (e) of the Directive 2011/83/EU of the European Parliament and of the Council of 25 October 2011 on consumer rights, the right of withdrawal may not be provided for:
1. the supply of goods that are made to the consumer’s specifications or are clearly personalized. Since Aeons products are made by demand, it is considered as personalized.
2. sealed goods which were unsealed after delivery and thus aren’t suitable for return due to health protection or hygiene reasons,
therefore Aeons reserves rights to refuse returns at its sole discretion.
This Policy shall be governed and interpreted in accordance with the English language, regardless of any translations made for any purpose whatsoever.
How do I report a problem with my order?
You can report problems with an order through Aeons website link.
- Find order in your orders page
- Copy or write down order number
- Click “Report” link to open problem report window
- Write up your problem in detail and upload relevant photos where possible
- Click “Report problem”
Be aware that Aeons may require a photo to be submitted with your problem report to begin a reshipment. It is always best to include photos with your initial problem report to avoid delays.
What if the order is lost in the mail?
For packages lost in transit, all claims must be submitted no later than 14 DAYS after the estimated delivery date. It would also be good to got in touch with your local post office to try locating the lost order.
Keep in mind that if tracking information states an order was delivered but you haven’t received it, we won’t take responsibility and reship that order. In that case, any replacements would have to be at your expense.
If the recipient’s address was wrong, then you are held responsible. Usually, the package is sent back to the return address.
If the package was not returned to sender, then you would have to process a new order to replace the original.
Any returns or problems that occur because of an error on our part will be handled at our expense. If you would like to exchange or return a product without any defect or due to a wrong size being ordered would be handled at your expense by placing a new order.
If the item is returned to our facility, someone from our team will contact you regarding the return. We will ship the return back to you; however, you will be responsible for the shipping cost a second time. Unclaimed returns get donated to charity after 4 weeks.
How long do I have to submit a claim for a return/exchange?
Any claims for misprinted/damaged/defective items must be submitted within 14 days after the product is received. For packages lost in transit, all claims must be submitted no more than 14 days after the estimated delivery date.
What if the product is damaged in the mail?
If something arrives damaged, send a photo of the damaged goods to [email protected], then we’ll gladly send a replacement at no cost to you.