Refund policy
Last updated: 31 October 2026
This policy explains how returns and refunds work at AESKA. It applies in addition to your legal rights, which it never limits.
At a glance
| Situation | Time limit | What you get | Do you send it back? |
|---|---|---|---|
| Changed your mind, EU/EEA, UK or Norway | 14 days from delivery (legal right of withdrawal), extended by us to 30 days | Full refund, free | No, you keep the item |
| Changed your mind, all other countries | 30 days from delivery | Item price minus a USD 6.00 processing fee (or the equivalent in your order currency) | No, you keep the item |
| Faulty, damaged, wrong or missing item, all countries | Your legal guarantee period (at least 2 years in the EU) | Full refund, repair or replacement, always free | No, unless we ask and send a prepaid label |
| Order not yet shipped | Until dispatch | Full refund | Not applicable, see section 7 of our Terms of Service |
1. Changed your mind: EU/EEA, UK and Norway
If you are a consumer in these countries, you have a legal right to withdraw from your purchase within 14 days of delivery without giving a reason. We extend this to 30 days from delivery.
- It is free. We refund the full price you paid, including standard delivery.
- You keep the item. You do not need to send it back, and you do not pay anything.
- The full legal information and the model withdrawal form are in section 13 below.
2. Changed your mind: all other countries
If you live outside the EU/EEA, the UK and Norway (for example in the United States, Canada, Australia or New Zealand), you can ask for a refund within 30 days of delivery.
- We refund the price you paid for the item minus a USD 6.00 processing fee (or the equivalent in your order currency at the time of the refund).
- You keep the item. You do not need to send it back.
- The processing fee never applies to faulty, damaged, wrong or missing items (section 5), and it does not affect your rights under local consumer law.
3. How to ask for a refund
- Tell us within the time limit. Use the Withdraw from contract here link in our footer, or email support@aeska.co with your order number and the items. A clear statement in any form is enough. You do not need our approval to withdraw.
- We confirm by email within 2 business days. If you use the online form, you receive an automatic email confirming the date and time we received your withdrawal.
- We refund you as described in section 4. You keep the item.
In individual cases, for example for high-value orders or repeated requests, we may ask you to send the item back instead. If we do, we send you a prepaid return label at our cost and refund you exactly as described above. Outside the EU/EEA, the UK and Norway, we may decline repeated change-of-mind refund requests that appear abusive; this never affects refunds for faulty items.
Please do not send items to our office address. If we ever need an item back, we send you a prepaid label with the right address.
4. Refunds
- We refund within 14 days of receiving your request.
- Refunds go to your original payment method, in the original currency, with no other fees from us. If you paid with a gift card or store credit, that part is refunded as store credit unless the law requires otherwise.
- We refund the item price and the standard delivery cost you paid (our standard delivery is free). If you chose optional priority dispatch, that fee is refunded in the EU/EEA, the UK and Norway when you withdraw from the whole order, and elsewhere if we did not dispatch on time.
- Taxes and duties we collected at checkout are refunded. Charges you paid directly to your customs authority or carrier on delivery were paid to them, not to us; we will give you the documents you need to reclaim them where your customs authority allows.
- Your bank or payment provider may take 3 to 10 business days to show the refund.
5. Faulty, damaged, wrong or missing items (all countries)
- Contact support@aeska.co with your order number and a photo or short video as soon as you reasonably can after you notice the problem. For damage in transit, please include a photo of the outer box.
- We offer a full refund, repair or replacement in line with your legal rights (section 12). In the EU you may choose between repair and replacement where possible, and in some cases a price reduction or refund.
- This is always free. No processing fee applies, and you pay no shipping. If we need the item back to check it, we send a prepaid label.
- If a parcel is lost in transit, see section 6 of our Shipping Policy.
- These rights also apply to products bought on sale, in a bundle or with a discount.
6. Bundles, discounts and free gifts
- If you ask for a refund on all items bought together, you get back everything you paid (minus the processing fee, outside the EU/EEA, the UK and Norway).
- If you ask for a refund on part of a bundle or multi-buy, we refund the price you actually paid for those items, calculated using the bundle discount.
- A free gift received with the order can be kept.
- Discount codes used on a refunded order are not reissued unless the code is still valid.
7. What is not covered by the change-of-mind refund
- Gift cards.
- Products made to your specifications or clearly personalised, such as logo-printed wholesale orders.
- Fire blankets that have been used on a fire (a fire blanket is single use). This never affects your rights if the blanket was faulty.
These exclusions never affect your rights if a product is faulty, damaged or not as described.
8. Exchanges
The fastest way to get a different color or size is to ask for a refund and place a new order. If you prefer that we arrange it, email us and we will help.
9. Gifts
If you received an AESKA product as a gift, you can ask for a refund within the time limits above. With the order number, we refund the buyer's original payment method, or give you store credit if the buyer agrees.
10. Payment disputes
If something went wrong, please contact us first: we reply within 2 business days and can usually refund faster than a card dispute. This is a request, not a condition, and it never limits your right to contact your bank, card issuer or payment provider.
11. Our 30-day satisfaction guarantee
Our "30-day satisfaction guarantee" and "money-back guarantee" mean the change-of-mind refunds in sections 1 and 2: a full refund in the EU/EEA, the UK and Norway, and a refund minus the USD 6.00 processing fee in other countries, and you keep the item. It is a voluntary promise from AOE Ecom AB and comes in addition to your legal rights in section 12.
12. Your legal guarantee if a product is faulty
All AESKA products come with the legal rights that the law of your country gives you if a product is faulty, not as described or not fit for its purpose. These rights are free and cannot be removed by our policies.
| Where you live | Your legal rights |
|---|---|
| EU/EEA | Legal guarantee of conformity of at least 2 years from delivery. You can choose repair or replacement where possible; if that is impossible, too slow or fails, you can get a price reduction or a refund. Some countries give longer periods. |
| Sweden | You can complain about a fault for 3 years from delivery. Faults that appear within 2 years are presumed to have existed at delivery. |
| Norway | 2 years, or 5 years for goods meant to last considerably longer than 2 years. |
| United Kingdom | Consumer Rights Act 2015: a 30-day right to reject faulty goods for a full refund, then repair or replacement, then a price reduction or final right to reject. You can claim for up to 6 years (5 in Scotland). |
| Australia | 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. |
| New Zealand | Consumer Guarantees Act 1993: goods must be of acceptable quality and fit for purpose, with repair, replacement or refund depending on the fault. |
| United States and Canada | The implied warranties of merchantability and fitness for purpose and other rights your state or province gives you. We do not disclaim implied warranties for consumers. |
Normal wear and tear, accidents, misuse, not following the instructions or warnings, unsuitable mounting surfaces, and natural variation in wood grain and color are not faults. You do not need the original packaging to make a claim.
13. Right of withdrawal: legal information (EU/EEA, UK and Norway)
Right of withdrawal. You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period will expire after 14 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. If you ordered several goods in one order that are delivered separately, the period expires 14 days after you, or a third party you indicated, take physical possession of the last item. We extend this period to 30 days on the same terms.
To exercise the right of withdrawal, you must inform us (AOE Ecom AB, Snipvรคgen 18, 542 66 Sjรถtorp, Sweden, support@aeska.co) of your decision to withdraw from this contract by an unequivocal statement, for example by using the Withdraw from contract here function, by email, or by letter. You may use the model withdrawal form below, but it is not obligatory. If you use the online withdrawal function, we will send you an acknowledgement of receipt by email without delay. To meet the withdrawal deadline, it is sufficient for you to send your communication before the withdrawal period has expired.
Effects of withdrawal. If you withdraw from this contract, we shall reimburse to you all payments received from you, including the costs of delivery (with the exception of the supplementary costs resulting from your choice of a type of delivery other than the least expensive type of standard delivery offered by us), without undue delay and in any event not later than 14 days from the day on which we are informed about your decision to withdraw from this contract. We will carry out such reimbursement using the same means of payment as you used for the initial transaction, unless you have expressly agreed otherwise; in any event, you will not incur any fees as a result of such reimbursement.
You do not need to send the goods back. You may keep them, and you will not bear any cost for returning them or any deduction for their use. In individual cases we may ask you to return the goods instead; if we do, we send you a prepaid return label at our cost.
Exceptions. The right of withdrawal does not apply to goods made to the consumer's specifications or clearly personalised, for example logo-printed wholesale orders.
Model withdrawal form
(Complete and return this form only if you wish to withdraw from the contract.)
To: AOE Ecom AB, Snipvรคgen 18, 542 66 Sjรถtorp, Sweden, support@aeska.co
I/We (*) hereby give notice that I/We (*) withdraw from my/our (*) contract of sale of the following goods (*):
Ordered on (*) / received on (*):
Order number:
Name of consumer(s):
Address of consumer(s):
Signature of consumer(s) (only if this form is notified on paper):
Date:
(*) Delete as appropriate.
14. Your statutory rights
Nothing in this policy limits rights you have under consumer law where you live, including the EU and Swedish consumer sales rules, the UK Consumer Rights Act 2015, the Australian Consumer Law, the New Zealand Consumer Guarantees Act 1993 and US state implied warranties.
15. Contact
AOE Ecom AB, Snipvรคgen 18, 542 66 Sjรถtorp, Sweden. support@aeska.co. Customer service: Monday to Friday 07:30 to 16:00 CET, Saturday 08:00 to 13:00 CET. We reply within 2 business days.
