Returns and Refunds Policy

Returns & Refunds Policy

Last updated: 05/01/2026

This Returns & Refunds Policy applies to purchases made from AERLØ ("we", "us", "our"). It is written in accordance with UK consumer protection law, including the Consumer Rights Act 2015 and the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.

We aim to be transparent about when refunds or returns are available and when they are not.

1. No Returns or Refunds as Standard

Unless required by UK law, we do not offer returns, exchanges, or refunds.

All sales are considered final once an order has been confirmed.

This does not affect your statutory rights under UK consumer law.

2. Statutory Rights (When You Are Entitled to a Refund or Return)

Nothing in this policy limits or excludes your legal rights.

You may be entitled to a refund, repair, or replacement in the following circumstances:

a) Faulty, Defective, or Not as Described Goods

Under the Consumer Rights Act 2015, goods must be:

  • As described
  • Of satisfactory quality
  • Fit for purpose

If your item is faulty, defective, or significantly not as described:

  • You have the short-term right to reject the goods within 30 days of delivery for a full refund
  • After 30 days, you may be entitled to a repair or replacement
  • If a repair or replacement is not possible or fails, you may be entitled to a refund

b) Incorrect Items

If you receive an item that is different from what you ordered, please contact us as soon as possible. Where required by law, we will arrange a replacement or refund.

3. Right to Cancel (Cooling-Off Period)

Where the Consumer Contracts Regulations 2013 apply, you may have a legal right to cancel your order within 14 days of receiving your goods.

However, this right does not apply to:

  • Goods made to your specifications or personalised
  • Sealed goods that are not suitable for return for health or hygiene reasons once unsealed
  • Other exemptions permitted under UK law

Where the right to cancel applies:

  • You must notify us within 14 days of delivery
  • Goods must be returned unused and in original condition
  • You are responsible for return postage costs unless the item is faulty or incorrect

4. What Is Not Eligible for Return or Refund

Except where required by law, we do not accept returns or refunds for:

  • Change of mind
  • Items ordered in error
  • Normal wear and tear
  • Minor differences in colour, finish, or appearance
  • Damage caused by misuse, neglect, or failure to follow instructions
  • Delays in delivery where the goods are otherwise compliant

5. Refund Processing

Where a refund is required by law:

  • Refunds will be processed within 14 days of receiving the returned goods or proof of return
  • Refunds will be issued to the original payment method
  • Original standard delivery charges will be refunded where legally required

6. How to Request a Refund or Return

To request a return or refund where permitted by law, please contact us with:

  • Your order number
  • A description of the issue
  • Supporting evidence (such as photographs, where applicable)

Email: support@aerlo.com

7. Contact Us

If you have any questions about this policy or your statutory rights, please contact us at:

Email: support@aerlo.com

This policy does not affect your statutory rights under UK law.