Return, Replacement & Refund Policy

Return, Replacement & Refund Policy

At AERIS LIVING, every product is carefully made, checked, and packed before dispatch. Since many of our products are design-led, made-to-order, 3D-printed, or finished by hand, we follow a fair and transparent return, replacement, and refund policy.

This policy applies to all purchases made through our official website.

1. Return Eligibility

You may request a return or replacement only in the following cases:

  • The product received is damaged during delivery.
  • The product has a manufacturing defect.
  • You received the wrong product.
  • Any major part or accessory is missing.
  • The product is significantly different from what was shown or described on our website.

Return or replacement requests must be raised within 7 days of delivery.

2. Non-Returnable Products

The following products are not eligible for return:

  • Made-to-order products.
  • Customized products.
  • Products made in a selected size, colour, finish, or design.
  • Products damaged due to misuse, mishandling, improper installation, or accidental damage.
  • Products with scratches, dents, stains, or signs of use after delivery.
  • Products returned without original packaging, invoice, labels, or accessories.
  • Clearance sale, final sale, or discounted items, unless received damaged or defective.

3. Product Condition for Return

To be eligible for return or replacement, the product must be:

  • Unused.
  • In original condition.
  • Returned with original packaging.
  • Returned with invoice, labels, and all accessories.
  • Packed safely to avoid damage during return shipment.

Please do not send any product back without receiving return approval from our team.

4. Damaged or Defective Product

If your product arrives damaged or defective, please contact us within 48 hours of delivery with the following details:

  • Order number.
  • Clear photos of the product.
  • Photos of the outer packaging.
  • Photos of the damaged area.
  • Unboxing video, if available.

Once verified, we will offer one of the following solutions:

  • Replacement of the same product.
  • Repair support, where applicable.
  • Store credit.
  • Refund, if replacement or repair is not possible.

5. Replacement Policy

Replacement is subject to product availability. If the same product is not available, we may offer:

  • A similar product.
  • Store credit.
  • Refund.

For made-to-order products, replacement timelines may vary depending on production time.

6. Refund Policy

Once the return is approved and the product is received and inspected, we will process the refund. Refunds will be made to the original payment method used during purchase.

Refund processing may take 7–10 working days after approval, depending on the bank, payment gateway, or payment provider.

Shipping charges, installation charges, customization charges, and special finishing charges are non-refundable unless the return is due to our error.

7. Cancellation Policy

Orders can be cancelled within 24 hours of placing the order, provided production, customization, finishing, or dispatch has not started.

Once a made-to-order, customized, or specially finished product has entered production, cancellation may not be possible.

If cancellation is approved, the refund will be processed to the original payment method.

8. Return Shipping

If the return is due to a damaged, defective, or wrong product sent by us, we will arrange return pickup or guide you with the return process.

If a return is approved for any other reason, the customer may need to bear the return shipping cost.

The product must be packed properly for reverse pickup. AERIS LIVING will not be responsible for damage caused due to poor return packaging by the customer.

9. Colour, Finish & Size Variation

Product colours, textures, layer lines, and finishes may slightly vary due to screen settings, lighting, photography, 3D-printing process, sheet-metal finishing, handmade detailing, or natural material behaviour.

Minor variation in shade, texture, size, or finish will not be considered a defect.

10. Warranty

Warranty, if applicable, will be mentioned on the respective product page. Warranty does not cover:

  • Normal wear and tear.
  • Damage caused by misuse or mishandling.
  • Damage caused by improper installation.
  • Accidental damage.
  • Exposure to unsuitable weather or storage conditions.
  • Electrical damage due to voltage fluctuation or incorrect usage.

11. How to Raise a Return Request

To request a return, replacement, cancellation, or refund, please contact us with your order number and reason for the request.

Please also share clear photos and an unboxing video if the product is damaged, defective, or incorrect.

12. Contact Email

Email: sales@aerisluxproducts.com