Refund policy

At Aervona, we want every customer to feel confident when purchasing products from our store. This policy explains when a product may be returned, how to request a return, who is responsible for return shipping, and when refunds are issued.

This policy applies to eligible consumer purchases made directly through aervona.com. Products purchased through another retailer, marketplace, distributor, or third-party seller must be returned through the original place of purchase.

Nothing in this policy limits any mandatory consumer rights available under the laws of the country or region where you live.

Return Window

You may request a return within 30 calendar days after the order is delivered. The delivery date is determined by the tracking information provided by the shipping carrier.

Return Eligibility

To qualify for a standard return, the product must:

  • Have been purchased directly from aervona.com;
  • Be returned within the applicable return period;
  • Be clean and free from smoke, odors, liquids, pet hair, bodily fluids, or other contamination;
  • Include the original packaging, manuals, power adapters, batteries, carrying bags, tubing, remote controls, and other included accessories;
  • Show no signs of unauthorized repair, modification, misuse, accidental damage, or improper storage.

We may request photographs, videos, serial numbers, packaging images, or other reasonable information to confirm the condition of the product before authorizing a return.

Damaged, Defective, or Incorrect Products

Please inspect your order after delivery. Contact us as soon as possible if:

  • The package or product was damaged during transportation;
  • The product does not operate correctly upon arrival;
  • The product has not been delivered or has been lost;
  • You received the wrong model, specification, or accessory;
  • Components listed as included with the product are missing.

For faster assistance, provide:

  • Your order number;
  • The product model and serial number;
  • A description of the problem;
  • Clear photographs or a short video showing the issue;
  • Photographs of the shipping carton and shipping label when transportation damage is involved.

When we confirm that the product is defective, damaged in transit, incomplete, or incorrectly shipped, we will provide an appropriate solution, which may include:

  • Sending a replacement product or replacement component;
  • Providing technical assistance;
  • Providing a prepaid return shipping label;
  • Issuing a partial refund with your agreement; or
  • Issuing a full refund to the original payment method.

Claims involving visible transportation damage should preferably be submitted within 7 calendar days of delivery. This reporting period does not reduce any mandatory rights available under applicable law.

Change-of-Mind Returns

We accept eligible change-of-mind returns requested within 30 calendar days of delivery.

For returns requested due to a change of mind, the product must meet the eligibility requirements set out in this policy. A 20% restocking fee, calculated based on the original order amount, will be deducted from the refund.

A product that has been used for exposed to contamination, damaged after delivery, or returned without important components may be rejected or may qualify only for a reduced refund where permitted by law.

How to Request a Return

Do not send a product back without contacting us first. To request a return, contact us at:

Email: hi@aervona.com

Please include the following information:

  1. Your full name;
  2. Your order number;
  3. The product you wish to return;
  4. The reason for the return;
  5. Relevant photographs or videos, when applicable.

After reviewing your request, we will provide:

  • A pre-paid return label;
  • Packaging and shipping instructions;
  • Information regarding the return process.

Return requests are normally reviewed within 1-2 business days.

Products returned without prior authorization may be delayed, refused, or sent back to the customer.

Return Shipping Costs

For change-of-mind returns, a 20% restocking fee applies, and return shipping costs may be deducted.

Customers should not arrange or pay for return shipping before receiving instructions from us.

Refund Processing

Return requests are reviewed within 1–2 business days. Once received at our warehouse, returns are inspected and refunds are issued within 3–5 business days. Approved refunds will be credited to the original payment account. If you do not receive the refund, please contact your payment service provider or bank.

Order Cancellations

You may request an order cancellation before the order has entered processing or been handed to the shipping carrier. To request a cancellation, email hi@aervona.com as soon as possible and include your order number.

When a cancellation is approved before shipment, we will issue a full refund to the original payment method.

Once an order has shipped, it can no longer be canceled in transit. You may request a return after receiving the order, subject to this policy.

Submitting a cancellation request does not guarantee that an order can be stopped before shipment.

If we cannot ship your order within the delivery timeframe disclosed at checkout or in our Shipping Policy, we will contact you with an updated shipping estimate and provide the option to accept the delay or cancel the affected order for a full refund.

Refused and Undeliverable Packages

A package refused without prior authorization may be treated as a change-of-mind return.

Actual carrier return charges, address correction charges, customs charges, or redelivery fees caused by an incorrect or incomplete delivery address may be deducted from the refund where permitted by law.

No deduction will be made when the refusal or delivery failure was caused by our error or the shipping carrier’s confirmed error.

Customers are responsible for providing a complete and accurate delivery address when placing an order.

Exchanges

Please contact us with your order number and the model of the product you would like to receive as a replacement.

If you exchange your product for a lower-priced model, we will refund the price difference. If you exchange it for a higher-priced model, we will send you an invoice or payment request for the additional amount due.

We will ship the replacement product only after we have received the original product and confirmed that it meets the return eligibility requirements outlined in this policy.

Contact Information

Questions about returns, cancellations, or refunds may be sent to:

Legal Business Name: Higrey Inc.
Customer Service Email: hi@aervona.com
Business Address: 1500 N Grant St, Ste R, Denver, CO 80203, US
Return Address: 18 Distribution Blvd, Edison, NJ 08817, US

Please contact us before returning any product. We reserve the right to update this policy to reflect operational, legal, or regulatory changes. The version displayed on our website at the time of purchase will apply unless mandatory consumer law requires otherwise.