Refund policy

AERA ACTIVE – Return & Refund Policy

Last updated: 27 August 2026

We hope you love your AERA ACTIVE products. However, if you change your mind, we offer returns in accordance with the policy below. Nothing in this policy affects your statutory rights.

30-Day Returns

You may return eligible products within 30 days of receiving your order.

To be eligible for a return, products should be:

  • In their original condition;
  • Unused, other than reasonable handling necessary to inspect the product;
  • Complete with all parts and accessories supplied; and
  • Where reasonably possible, returned with their original packaging.

Please take reasonable care of products while they are in your possession.

To start a return, contact us on Instagram at aeraactive, quoting your order number and the product(s) you wish to return.

Please do not send products back to us without first contacting us for return instructions.

Your Statutory Right to Cancel

If you are a UK consumer purchasing online, you generally have a legal right to cancel your order without giving a reason.

The statutory cancellation period expires 14 days after the day you receive the goods. If an order is delivered in multiple deliveries, the period generally runs from receipt of the final item.

To exercise this right, you must clearly tell us that you wish to cancel within the cancellation period.

After notifying us of your cancellation, you must return the goods without undue delay and no later than 14 days after telling us that you wish to cancel.

Our voluntary 30-day returns policy does not replace or restrict these statutory rights.

Return Postage

For change-of-mind returns under our voluntary returns policy, you are responsible for the cost of returning the product unless we tell you otherwise.

If you exercise your statutory cancellation right, you will normally be responsible for the direct cost of returning the goods where we have informed you of this requirement before purchase.

For particularly large or bulky products that cannot normally be returned by post, please contact us before arranging a return so that we can advise you of the return process and any applicable direct return cost.

If a product is faulty, damaged on arrival, not as described, or we have sent you the wrong item, please contact us before returning it. Where you are legally entitled to a remedy, we will not require you to bear return costs that are our responsibility.

Condition of Returned Products

You may inspect a product in the same way that you reasonably could in a physical shop.

If you exercise your statutory cancellation rights but have handled a product beyond what is necessary to establish its nature, characteristics and functioning, we may be entitled to make an appropriate deduction from your refund to reflect any reduction in value.

This does not affect your rights where a product is faulty or not as described.

Refunds

Once your return has been received, we will inspect it and process any refund due.

Approved refunds will be issued to your original payment method.

For statutory cancellations, refunds will be made within the time required by applicable law. We may be entitled to withhold the refund until we have received the goods back or you provide evidence that you have returned them, whichever occurs first.

Where required by law, we will also refund the cost of our least expensive standard delivery option. If you selected a more expensive delivery service, such as express delivery, we are not required to refund the additional delivery cost.

Depending on your bank or payment provider, it may take additional time for a processed refund to appear in your account.

Damaged, Faulty or Incorrect Products

Please inspect your order when it arrives.

If your order is damaged, faulty, incomplete or incorrect, contact us as soon as reasonably possible on Instagram at aeraactive with:

  • Your order number;
  • A description of the problem; and
  • Photographs or other information where reasonably helpful.

Your statutory rights in relation to faulty, misdescribed or otherwise non-conforming goods are not affected by this policy.

Exchanges

We currently [DO / DO NOT] offer direct exchanges.

If direct exchanges are unavailable, the quickest way to obtain a different product is usually to return the original item and place a new order.

Model Cancellation Form

You may use the following form to exercise your statutory right to cancel, although you do not have to use it:

To: AERA ACTIVE, 

I/We hereby give notice that I/we cancel my/our contract of sale for the following goods:

Order number:
Goods ordered:
Ordered on:
Received on:
Customer name:
Customer address:
Date: