Refund policy

This Return and Refund Policy applies to purchases made from PUNIVERSE LTD (trading as Aetheo).

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return. If more than 30 days have passed since you received your item, unfortunately we cannot offer a refund or exchange.

To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. You’ll also need the receipt or proof of purchase. Please note that customers are responsible for the cost of return postage.

To start a return, you can contact us at support@aetheo.co.uk within 30 days of receiving your item. If your return is accepted, we’ll send you instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted. 

Once your return is received and inspected, we’ll notify you of the approval or rejection of your refund. If approved, your refund will be processed automatically to your original payment method within 5–10 business days. Please note that your bank or credit card provider may take additional time to post the refund to your account.

You can always contact us for any return question at support@aetheo.co.uk.

Order cancellation
All orders can be canceled until they are shipped. If your order has been paid and you need to change or cancel it, you must contact us within 12 hours. Once the packaging and shipping process has commenced, it is no longer possible to cancel the order.

Change of Mind or Ordering the Wrong Model
We understand that sometimes the wrong model may be ordered, or you may simply change your mind. In these situations, you are welcome to return the item provided it meets the return conditions stated above. Customers are responsible for the cost of return postage when the return is not due to an error on our part. We recommend using a tracked or insured postage method, as we cannot be responsible for items lost in transit. Once the item is received and assessed, a refund will be issued to your original payment method.

Please note that when an order is refunded for reasons such as change of mind or ordering the wrong model, the original payment processing or transaction fees charged by the payment provider are not returned to us. These fees are kept by the payment processor and therefore cannot be included in the refund issued to you. As a result, refunds for customer-initiated returns may be slightly lower than the original amount paid due to these non-refundable processing charges. These deductions apply only to customer-initiated returns and do not apply when the item is damaged, defective or incorrect due to our error.

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Please include a clear picture of the damaged, defective or wrong item, the shipping packaging and include your order number and name. 

Exceptions / non-returnable items
Some items cannot be returned, such as custom products (such as special orders or personalized items). Please contact us if you have questions or concerns about your specific item. 

Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is by returning the item you have, and once your return is accepted, make a separate purchase for the new item. 

 

PUNIVERSE LTD (trading as Aetheo)
Company No: 15999087
Registered Office: 71–75 Shelton Street, Covent Garden, London, WC2H 9JQ, United Kingdom