Refund Policy
One-Time Product Replacement Policy
At AER, we are committed to ensuring a safe and reliable experience with every breath. If you receive a product with defects or an incorrect order, we offer a one-time replacement. Please submit your request within 7 days of receiving your order, and carefully review the conditions below.
1｜Eligible for Exchange
We provide a same-product replacement under the following circumstances:
- The item received does not match the order (e.g., incorrect model or quantity)
- The product was visibly damaged during shipping (photo of packaging and item required)
- The product is functionally defective (e.g., non-working inhaler, unusable core)
If your case meets one of the above, please contact our customer service within 7 days of delivery.
2｜Not Eligible for Exchange
To protect product quality and fairness for all customers, we are unable to process exchanges under the following conditions:
- The product has been opened or used and is not defective
- Dissatisfaction based on personal preferences (e.g., scent, appearance, color tone, texture)
- Damage caused by improper storage or handling
- Requests submitted more than 7 days after receipt or without valid proof
3｜How to Request an Exchange
Please contact us via email and provide the following details:
📩 Email: info@aer.store
Include the following:
- Order number
- Brief description of the issue
- Clear photos of the product and packaging (including the defective part)
- Your name and contact number
Our customer support team will respond within 1–2 business days with a review and next steps.
4｜Exchange Process
- Once the issue is verified, AER will provide a one-time same-product replacement
- If the original item is out of stock, we will arrange a replacement of equal value
- Refunds are not offered under this policy
- All exchange processes are limited to one time per order; we recommend submitting your request promptly
5｜International Orders
We support exchanges for overseas customers and offer two flexible options:
Option 1｜Return and Replace
- The customer returns the item (please contact us in advance to confirm return address and procedure)
- Upon receipt and verification, we will ship the replacement
- Return shipping costs are initially covered by the customer; partial reimbursement may be offered (subject to approval)
Option 2｜Photo Verification for One-Time Replacement
- If return shipping is not feasible, please provide clear photos showing the defect and unboxing evidence
- Once verified by customer service, we will issue a one-time replacement (no return required)
6｜Additional Notes
- Exchange requests must be made by the original purchaser and are limited to items from the same order
- Incomplete information or late submissions may result in the request being denied
- If you are unsure whether your case qualifies, please contact our support team before proceeding
Contact Us
📩 Email: info@aer.store
🕒 Customer Service Hours: Monday to Friday, 10:00–18:00 (HKT, excluding public holidays)
Every breath deserves to be worry-free.
Thank you for choosing AER — we appreciate your support and understanding.