Refund policy
Refund Policy
Refunds and cancellations before dispatch
If you need to cancel an order, we can provide a full refund any time before your order is dispatched. Once you receive a dispatch confirmation, your order has left our facility and can no longer be cancelled.
To request a cancellation before dispatch, email us at hello@aelo.com.au with your order number.
Returns (Australia)
We accept returns for both defective and non defective products within 30 days of delivery, provided the return conditions below are met. We do not offer exchanges. If you would like a different product, please place a new order.
Return conditions
To be eligible for a return, items must be:
- New and unused
- Unopened and in original packaging
- Returned within 30 days of delivery
- In a resalable condition
For hygiene and safety reasons, we cannot accept returns for items that have been opened, used, or are not in their original condition, except where the product is defective or your rights under Australian Consumer Law apply.
How to start a return
Email hello@aelo.com.au with:
- Your order number
- The item(s) you would like to return
- The reason for return
- Photos if the product is defective or damaged
If your return is approved, we will provide a free return shipping label for you to download and print.
Return methods
You can return your order:
- In store, or
- By mail using the free return label provided
There are no restocking fees.
Refunds
Once your return is received and checked, we will process your refund to the original payment method. Refunds are processed within 5 business days of receiving the returned item(s). Your bank may take additional time to finalise the credit.
What is refunded
- For change of mind returns that meet the return conditions, we refund the product price paid.
- For defective items, we will work with you on the most appropriate resolution, which may include a refund or replacement in line with Australian Consumer Law.
Shipping delays and missing parcels
Once an order has been dispatched, delivery timeframes are handled by the carrier. If your parcel appears significantly delayed or is suspected lost, contact us at hello@aelo.com.au and we will help lodge an investigation with the carrier. If the parcel is confirmed lost, we will offer a suitable resolution, such as a replacement or refund.
Australian Consumer Law
Our goods come with guarantees that cannot be excluded under the Australian Consumer Law. You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have the goods repaired or replaced if the goods fail to be of acceptable quality and the failure does not amount to a major failure.
Contact
For any questions about refunds or returns, email hello@aelo.com.au.