Refund policy

Seller

Products on aerpack.com are sold by L'INDEPENDANTE LLP, a limited liability partnership registered in England under number OC455881, 15 Theed St, London SE1 8ST, United Kingdom ("we"). Contact: support@aerpack.com, +44 7488 845524.

1. 14-day right of withdrawal: tried products accepted

Period. You have 14 days to withdraw from your order, without giving any reason. The period starts on the day you, or a person you have named (other than the carrier), receive the product (article L221-18 of the French Consumer Code).

You may try the product. You may unpack it and use it as you would in a shop, to check what it is, its features and that it works. You are only liable if the product loses value because it was handled beyond what is needed to check what it is, its features and that it works. A product that has been tried is therefore accepted during these 14 days.

How to withdraw. Before the period ends, tell us your decision:

  • with a clear statement sent by email to support@aerpack.com (for example: "I withdraw from my order no. … received on …");
  • or by sending us the model withdrawal form in the appendix, to the same address.

Your message only needs to be sent before the 14 days are over. We confirm receipt by email. No prior return authorisation number is required to use this right.

Sending the product back. Send the product back no later than 14 days after telling us your decision, to the address we give you in our reply. Please include your order number.

Return shipping costs: paid by you. You pay the cost of sending the product back. We recommend a tracked service.

Refund within 14 days. We refund everything you paid, including the original delivery costs, no later than 14 days after we are told of your decision to withdraw. If you chose a delivery option more expensive than our standard delivery, the extra cost is not refunded. We may wait until we have received the product, or until you have sent us proof that you shipped it, whichever comes first. The refund is made with the payment method used for the order, at no cost to you, unless you expressly agree to another method (article L221-24 of the French Consumer Code).

Deduction for loss of value. If the product comes back damaged by handling that goes beyond the trial described above (for example: broken, dirty, incomplete), we may deduct an amount matching that loss of value from the refund. We explain the calculation by email.

2. From day 15 to day 30: returns accepted if the product is new and unused

After the withdrawal period, we also accept returns, as a commercial gesture, up to the 30th day after receipt, on these conditions:

  • the product is new and unused;
  • it is complete, in its original packaging;
  • you first email support@aerpack.com with your order number; we reply with the return address.

Return shipping costs are paid by you. Once we have received and checked the product, we refund the price of the product within 14 days, with the payment method used for the order.

A used, damaged or incomplete product sent back between day 15 and day 30 is not accepted under this commercial return; your legal guarantees (section 4) remain in full.

3. Defective, damaged or wrong product: free exchange

If your product arrives defective, damaged, or does not match your order, email support@aerpack.com with your order number and photos. We exchange it free of charge; return shipping is then paid by us (prepaid label). If an exchange is not possible, we refund you. This exchange does not reduce your legal guarantees (section 4).

4. Legal guarantees and commercial warranty

Legal guarantee of conformity (2 years). You benefit from the legal guarantee of conformity for 2 years from delivery of the product. If the product is not in conformity, you may ask for it to be repaired or replaced, and in some cases for a price reduction or for the sale to be cancelled. You do not have to prove that the defect existed at delivery if it appears within these 2 years (articles L217-3 et seq. of the French Consumer Code).

Guarantee against hidden defects. You also benefit from the guarantee against hidden defects of the French Civil Code: if the product has a hidden defect that makes it unfit for its intended use, you may choose between cancelling the sale and a price reduction. Action must be taken within 2 years of discovering the defect.

AerPack 30-day commercial warranty. In addition to, and without replacing, the two legal guarantees above, we offer a 30-day commercial warranty from receipt.

These three are separate: the day 15 to day 30 return (section 2) is not a warranty, and the end of the 30 days does not end the 2-year legal guarantee of conformity.

5. Complaints

For any complaint, please email support@aerpack.com first. We reply within 48 business hours (terms, art. 13).

6. Items not covered

Gift cards and any personalised products are not covered by the commercial return from day 15 to day 30 (section 2). The 14-day withdrawal right and the legal guarantees apply to all products.

Appendix: model withdrawal form

(Complete and return this form only if you wish to withdraw from the contract.)

To L'INDEPENDANTE LLP (AerPack), 15 Theed St, London SE1 8ST, United Kingdom, support@aerpack.com:

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.