Refund policy
Returns & Refund Policy
Change of Mind
We do not provide refunds or exchanges for change of mind, or if you no longer require the product. Our policies comply with our obligations under the Consumer Guarantees Act 1993.
1-Year Warranty
We stand by the quality of our products. All purchases from aerlo hair are covered by a 1-year warranty against manufacturing defects, effective from the date of purchase. This warranty covers faults in materials and workmanship. It does not cover damage caused by accident, misuse, or normal wear and tear. If you believe your product has developed a fault within this period, please contact us at hello@aerlohair.co.nz to initiate a claim.
Faulty, Damaged or Incorrect Items
We are committed to providing our customers with products of the highest quality. However, if you receive an item that is faulty or damaged, we are here to help.
Please inspect your order upon receiving and contact us immediately if the item is defective or damaged. This allows us to promptly evaluate the issue and make it right.
In line under the Consumer Guarantees Act 1993, we will provide a remedy for any faulty products. This may be a repair, replacement, or a full refund.
How to Report an Issue
To report a faulty, damaged, or incorrect item, please contact us at hello@aerlohair.co.nz. Please include the following in your email:
- Your order number
- A clear description of the issue
- Photographs of the faulty or damaged item
We will assess your claim and, if it is approved, we will send you a return shipping label and instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.
Refunds (for approved faulty item returns)
Once we have received and inspected your returned item, we will notify you of the approval or rejection of your refund claim.
If approved, you will be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we approved your return, please contact us at hello@aerlohair.co.nz.