Refund policy
aeneti.com
At aéneti, we stand behind the quality of the aéneti Flow. This policy sets out your options if something goes wrong with your purchase and explains your rights under the Australian Consumer Law.
Your Rights Under the Australian Consumer Law
Our products come with guarantees that cannot be excluded under the Australian Consumer Law (ACL).
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 goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
For a major failure, you may choose your preferred remedy — refund or replacement. We will not refuse your elected remedy or substitute a different one.
These rights apply for a reasonable period given the nature of the goods. For an electronic device such as the aéneti Flow, the ACL guarantee period extends beyond the date of purchase — there is no fixed end date, and it is not limited to 30 days.
Nothing in this policy limits or excludes your rights under the Australian Consumer Law.
Faulty or Defective Products
If your aéneti Flow arrives faulty, damaged, or stops working as expected, contact us and we will make it right.
To make a claim:
Email hello@aeneti.com with the subject line: Product Issue – [Your Order Number]
Include:
- your full name and order number;
- a description of the fault; and
- photos or a short video demonstrating the issue.
We aim to respond to all claims within 2 business days.
What happens next:
Once your claim is reviewed, we may ask you to return the unit so we can inspect the fault. If we request a return, we will arrange and cover all return shipping costs — you will not pay anything to send it back.
If no return is requested, or once an inspection is complete, we will:
- dispatch a replacement unit at no cost to you; or
- issue a full refund to your original payment method if a replacement is unavailable or you elect a refund for a major failure.
The nature of the remedy (repair, replacement, or refund) and whether a return is required will depend on the circumstances of the fault. For a major failure, your right to elect a refund or replacement is not conditional on us first inspecting the unit.
Change-of-Mind Returns
We do not accept returns or exchanges for change-of-mind purchases. For hygiene and safety reasons, we are unable to accept returns of personal care products that have been opened or used.
We encourage you to review all product information carefully before purchasing. If you have questions before buying, contact us at hello@aeneti.com — we are happy to help.
Damaged or Lost in Transit
If your order arrives damaged, contact us at hello@aeneti.com within 14 days of receiving it. Include photos of the damage and your packaging. We will arrange a replacement or refund as appropriate.
If your order does not arrive within the estimated delivery window, contact us within 14 days of the expected delivery date and we will investigate with Australia Post.
Contact
hello@aeneti.com · aeneti.com · We aim to respond within 2 business days.