Refund policy

1. Return & Replacement Eligibility

At Aethel House, we want to ensure you receive products in perfect condition. Because we curate specialized utility tools and personal care items, we accept return or replacement requests under the following conditions:

  • Eligible Scenarios:

    • Product arrived damaged, physically broken, or leaked in transit.

    • Manufacturing defect or electronic malfunction upon arrival.

    • Incorrect item or incomplete package received.

  • Window for Reporting: You must report transit damage, missing items, or defects within 48 hours of delivery.

  • Condition: Items must be in their original packaging, with all included accessories, charging cords, nozzles, manuals, and protective films intact.

2. Category-Specific Return Rules

  • Electronics & Detailing Gadgets (e.g., Portable Vacuums/Blowers):

    • Eligible for a free replacement if defective upon arrival.

    • Does not cover damage caused by misuse, dropping the device, liquid immersion, or unauthorized repairs.

  • Personal Care & Skincare (e.g., Collagen Night Masks):

    • Due to hygiene and safety regulations, cosmetic and skincare products are strictly non-returnable once opened or the safety seal is broken.

    • Replacements/refunds are only issued if the item arrives damaged, unsealed upon arrival, or expired.

3. How to Request a Return or Replacement

To initiate an issue resolution, please contact our support team within 48 hours of receiving your shipment:

  1. Email Us: Send an email to support@aethelhouse.com with the subject line Return Request - [Your Order ID].
  2. Provide Proof: Attach clear unboxing photos or a short video showing the damage, malfunction, or packaging defect alongside your shipping label.
  3. Review & Approval: Our team will review your request within 24–48 business hours.
  4. Resolution: Once approved, we will either arrange a reverse pickup or dispatch a brand-new replacement unit at no extra charge.

4. Refund Process & Timelines

  • Approved Refunds: If a replacement is unavailable or a refund is authorized, the payout will be initiated within 3 to 5 business days following quality verification.
  • Prepaid Orders: The refund amount will be credited directly back to your original payment method (Credit/Debit Card, UPI, Net Banking) and typically settles within 5 to 7 business days depending on your bank.
  • Cash on Delivery (COD) Orders: For COD orders, refunds are disbursed via direct Bank Account Transfer (NEFT/IMPS) or UPI ID provided by the customer during return processing.

5. Order Cancellations

  • Before Dispatch: You may request to cancel your order within 12 hours of placement by emailing support before the shipping label is generated.
  • After Dispatch: Once an order is handed over to our courier partner and a tracking ID is generated, the order cannot be modified or canceled in transit.

6. Customer Support Contact

For questions regarding returns, replacements, or your current order status:

  • Support Email: care@theaethelhouse.com
  • Support Hours: Monday – Saturday | 10:00 AM – 6:00 PM IST