Return & Refund Policy
At Aesthetics-Exchange Inc. d/b/a AeonEx, we sell both home-use products and professional-grade aesthetic devices. Because these product categories differ in size, value, clinical use, shipping method, and manufacturer requirements, return and refund terms may vary by product type.
This policy explains our standard return, refund, cancellation, and deposit terms. Any product-specific return or refund terms will be displayed on the applicable product page or provided in writing before shipment.
Home-Use Products
Home-use products are generally smaller consumer-use items, often under 10 lbs.
- Home-use products may be returned within 30 days of delivery unless otherwise stated on the product page.
- Returned items must be unused, undamaged, and in their original packaging, with all accessories, manuals, inserts, and components included.
- Customers must contact AeonEx before returning any item to request return authorization and return instructions.
- Returns sent without prior authorization may not be accepted.
- Customers are responsible for return shipping costs unless the item arrived damaged, defective, or incorrect.
- AeonEx charges a restocking fee for home-use product returns unless otherwise stated on the product page unless the return is due to an AeonEx error or a verified defective product. The restocking fee is 20% of the product sales price.
- Original shipping charges, expedited shipping fees, and special handling charges are non-refundable unless the return is due to an AeonEx error or a verified defective product.
- Once the returned item is received and inspected, AeonEx will notify the customer whether the refund is approved.
- Approved refunds will be issued to the original payment method within 10 business days after return inspection and approval.
- Banks, credit card companies, and payment processors may require additional time to post the refund.
Professional Devices and Equipment
Professional devices and equipment generally include clinical devices, freight-shipped equipment, high-value aesthetic systems, and products weighing 10 lbs or more.
- Professional devices may be subject to manufacturer restrictions, clinical-use requirements, regulatory requirements, freight-carrier rules, and verification requirements.
- Professional device orders may require buyer eligibility verification before shipment.
- Customers should review all product specifications, voltage requirements, facility requirements, training requirements, warranty terms, and shipping terms before placing an order.
- Returns of professional devices are not automatically accepted and may require written approval from AeonEx and/or the manufacturer.
- Professional devices that have been opened, installed, used, activated, damaged, altered, or removed from their original packaging may not be eligible for return.
- Professional devices may be subject to inspection before any refund is approved.
- AeonEx charges a restocking fee unless otherwise stated on the product page, unless the return is due to an AeonEx error or a verified defective product. The restocking fee is 20% of the product sales price.
- If a professional device return is approved, the customer may be responsible for return freight, insurance, packaging, crating, customs charges, tariffs, storage fees, re-delivery fees, and other shipping-related costs unless the return is due to an AeonEx error or a verified defective product.
- Professional device warranties are separate from return rights. A device that requires service, repair, replacement parts, technical support, or warranty support may be handled under the applicable manufacturer warranty rather than as a return.
Deposits for Professional Devices
Some professional devices may require a deposit, partial payment, or staged payment before shipment, production, reservation, or supplier allocation.
- Deposit terms will be displayed on the product page or provided in writing before the customer pays the deposit.
- Deposits may be used to reserve inventory, begin supplier processing, confirm production allocation, start shipping preparation, or secure pricing.
- Unless otherwise stated on the product page or in writing, deposits for professional devices are refundable only if the order is cancelled within 48 hours after the deposit is paid.
- After the 48-hour cancellation period, deposits become non-refundable because supplier processing, inventory reservation, production allocation, or logistics preparation may have begun.
- If AeonEx is unable to fulfill the order, the customer will receive a refund of any deposit or payment made for the unfulfilled item.
- If the customer does not meet required eligibility, licensing, facility, or verification requirements, AeonEx may cancel the order and refund the customer according to the product-specific terms provided at the time of purchase.
- Deposit refunds, when approved, will be issued to the original payment method.
Order Cancellations
- Customers may request cancellation by contacting AeonEx as soon as possible after placing an order.
- Home-use product orders may be cancelled before shipment if the order has not yet been processed or transferred to the carrier.
- Professional device orders may be cancelled only if supplier processing, production allocation, freight preparation, customs documentation, or shipment has not already begun.
- If an order has already shipped, the order may need to be handled as a return instead of a cancellation.
- Cancellation approval depends on product type, order status, supplier status, and shipment status.
- Any approved refund will be issued to the original payment method.
Damaged, Defective, or Incorrect Items
- Customers must inspect all deliveries promptly upon receipt.
- If an item arrives damaged, defective, incomplete, or incorrect, the customer must contact AeonEx within 5 business days of delivery.
- Customers should retain all packaging, shipping labels, crates, pallets, accessories, manuals, and documentation until the issue is resolved.
- AeonEx may request photos, videos, serial numbers, delivery documents, inspection reports, or other information to evaluate the issue.
- For freight deliveries, visible damage should be noted on the delivery receipt before signing whenever possible.
- If AeonEx confirms that the item was damaged in transit, defective, incomplete, or incorrect, AeonEx will work with the customer to arrange an appropriate remedy, which may include repair, replacement parts, replacement product, return authorization, or refund depending on the circumstances and applicable manufacturer warranty.
Return Authorization Process
- To request a return, cancellation, refund, or damaged-item review, customers must contact AeonEx using the contact information below.
- Customers should include the order number, product name, delivery date, reason for the request, and any supporting photos or documentation.
- AeonEx will review the request and provide return authorization instructions if the item is eligible.
- Items must be returned using the instructions provided by AeonEx.
- Unauthorized returns, returns shipped to the wrong address, or returns missing required documentation may be delayed, refused, or returned to the customer.
Refund Timing
- Refunds are issued only after the return, cancellation, damaged-item claim, or deposit refund request is reviewed and approved.
- For approved product returns, refunds are typically issued within 15 business days after AeonEx receives and inspects the returned item.
Contact Us Aesthetics-Exchange Inc: info@aesthetics-exchange.com or call +1.917.881.9501