AETHEL
Refund policy
Return & Refund Policy
At Aethel, every order is prepared with care. Some of our products may include personalised or customised elements, so return eligibility can vary depending on the product and order status.
Returns
You may request a return within 14 days of receiving your order, provided that the item:
- Is unused and unworn
- Is in its original condition
- Includes its original packaging
- Has not been personalised or customised
To request a return, please contact us at support@aethel-eg.com and include your order number and the reason for your request.
Personalised and Customised Orders
Products that have been personalised, customised, or prepared specifically for you are generally not eligible for return or exchange once personalisation has started, unless the item arrives damaged, defective, or incorrect.
This includes any order where customised digital memory content or personalised setup has already been created or activated.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or you receive the wrong product, contact us at support@aethel-eg.com as soon as possible and provide:
- Your order number
- A description of the issue
- Clear photos showing the problem
We will review the issue and arrange an appropriate replacement, return, or refund where applicable.
Cancellations
Orders may be cancelled before they enter processing, personalisation, or fulfilment.
Once an order has begun personalisation or has been prepared for shipment, cancellation may no longer be possible.
Please contact support@aethel-eg.com as soon as possible if you would like to request a cancellation.
Refunds
Once an approved return is received and inspected, we will notify you of the outcome.
If approved, the refund will be issued to your original payment method.
Processing times may vary depending on your payment provider.
Original shipping charges may not be refundable unless the return is due to an error by Aethel or a defective product.
Non-returnable Items
The following items may not be eligible for return:
- Personalised or customised products
- Products with activated or completed personalised memory experiences
- Used or worn jewellery
- Items damaged after delivery due to misuse
- Gift cards, where applicable
Contact
For return, refund, or cancellation requests, please contact:
Aethel
Egypt