The short version. You have 14 days from delivery to cancel for any reason and get a full refund, including the delivery charge you paid. We extend that to 30 days as a goodwill window, and returns made in that extra period carry a 25% restocking fee. Faulty, damaged or wrongly supplied items are always returned and refunded in full, at our cost. Refunds are issued within14 days of us receiving the goods.
1. Returns address
Send approved returns to:
Aero Sporty Ltd — Returns
61 Bridge Street
Kington
Herefordshire
HR5 3DJ
United Kingdom
Please request a returns reference before sending anything back, and write it clearly on the outside of the parcel. Unreferenced parcels take significantly longer to match to an order, which delays the refund.
2. How to start a return
- Email info@aerosporty.co.uk or call+44 7551 570516 with your order number, the item you are returning and the reason.
- We reply within 1 working day with a returns reference and confirm the address above.
- Send the item back within 14 days of telling us, with the returns reference included.
- We inspect it on arrival and issue your refund within 14 days.
3. Your 14-day right to cancel
Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013, if you are a consumer buying online you may cancel your order for any reason within 14 days of receiving the goods. You do not have to give a reason.
Cancel within this period and you receive a full refund of the goods plus the £45 delivery charge you paid. No restocking or handling fee applies within these 14 days.You pay only the cost of sending the item back to us.
4. Our extended 30-day window and the 25% restocking fee
Beyond your statutory 14 days, we voluntarily accept change-of-mind returns up to30 days from delivery. This is goodwill and is offered on these terms:
- a 25% restocking fee is deducted from the refund, covering inspection, repackaging and returning the item to saleable stock;
- the original £45 delivery charge is not refunded;
- you pay the cost of returning the item to us;
- the item must be unused and in its original packaging.
| When you return it | Restocking fee | Goods refunded | £45 delivery refunded | Return postage |
|---|---|---|---|---|
| Faulty, damaged or wrongly supplied, at any time | None | In full | Yes | We pay |
| Change of mind, within 14 days | None | In full | Yes | You pay |
| Change of mind, day 15 to day 30 | 25% | Less 25% | No | You pay |
| After 30 days | Change-of-mind returns are not accepted, though your rights over faulty goods continue | |||
Worked example. A £1,000 machine returned on day 20 because you changed your mind: we refund £750, being £1,000 less the 25% restocking fee. The £45 delivery charge is not refunded and you pay to send it back. Returned on day 10 instead, you would receive the full £1,000 plus the £45 delivery charge.
5. Refund timescales and method
We refund to the original payment method within 14 days of receiving the goods back, or of you providing proof that you have sent them, whichever is earlier. In practice most refunds are issued within 3 working days of the item arriving.
You will get an email confirming the refund and the amount. Your bank or card issuer may take a further 3 to 5 working days to show it on your statement, which is outside our control. If a refund has not reached you 10 working days after our confirmation email, contactinfo@aerosporty.co.uk and we will trace it.
6. Condition of returned goods
You may handle and inspect goods as you would in a shop. You are entitled to check that an item works, but not to use it. If the value is reduced because you handled them more than necessary, for example a mower used on a lawn, a hot tub filled, a grill fired up, or an item returned without its packaging, charger or accessories, we may make a proportionate deduction from your refund to reflect that loss in value. This is separate from, and may be applied in addition to, the restocking fee in section 4.
Please return items:
- unused and undamaged, with protective film and tags still attached;
- in the original manufacturer packaging, inside an outer shipping box;
- with every accessory, charger, key and manual supplied.
7. Faulty, damaged or misdescribed goods
Under the Consumer Rights Act 2015, goods must be of satisfactory quality, fit for purpose and as described.
- Within 30 days of delivery, you may reject a faulty item and receive a full refund.
- Up to 6 months, we will arrange a repair or replacement. If that is unsuccessful you can claim a refund, which may be reduced to reflect the use you have had.
- Up to 6 years in England, Wales and Northern Ireland, or 5 years in Scotland, you may still have a claim if the item did not last as long as it reasonably should have.
No restocking fee is ever charged on faulty, damaged or wrongly supplied goods, we pay the return carriage, and the delivery charge is refunded in full.
Damaged on arrival? Do not use the item. Tell us within 48 hours atinfo@aerosporty.co.uk with photographs of the packaging and the damage, and we will arrange collection, repair or replacement at no cost to you.
8. Returning large or heavy items
Hot tubs, swim spas, furniture sets and other bulky items need a two-person or pallet courier. For a change-of-mind return we will quote you the actual collection cost before you commit, and you are free to arrange your own suitable carrier instead. Until the item reaches us it remains your responsibility, so please insure it. For faulty items we book and pay for the collection ourselves.
9. Items we cannot accept back
The statutory right to cancel does not apply to certain goods. We cannot accept change-of-mind returns of:
- items made to your specification or clearly personalised;
- sealed goods returned unsealed where returning them is not hygienic, for example helmets;
- batteries and cells that have been fitted, charged or otherwise put into use;
- products that have been installed or fitted, such as underfloor heating mats or cables laid in a floor, or water heaters connected to a gas or water supply.
None of this applies where the item is faulty or not as described.
10. Cancelling before dispatch
If your order has not yet been dispatched, contact us and we will cancel it and refund you in full, including the delivery charge, with no fee of any kind. Once a courier has collected it, treat it as a return under the sections above.
11. Complaints
Email info@aerosporty.co.uk and we will acknowledge your complaint within 3 working days and aim to resolve it within 14. If we cannot resolve it between us, you may refer the dispute to an approved alternative dispute resolution provider, or seek advice fromCitizens Advice.
Returns address: 61 Bridge Street, Kington, Herefordshire, HR5 3DJ, United Kingdom. Emailinfo@aerosporty.co.uk. Telephone+44 7551 570516.
Aero Sporty Ltd, 61 Bridge Street, Kington, Herefordshire, HR5 3DJ, United Kingdom. Contactinfo@aerosporty.co.uk or +44 7551 570516.
Nothing in this policy affects your statutory rights under the Consumer Rights Act 2015 or the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013.