Refund policy

We understand that needs can change, and we want you to be happy with your Aegeliss products. We offer a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must generally be in the same condition that you received it – unopened, unused, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, please contact us at hello@aegeliss.com.

I. Different Return Scenarios:

We handle returns based on the reason for the return:

1. Item Arrived Damaged, Defective, or Wrong Item (Our Fault):

If your order arrives damaged, is defective, or if you received the wrong item, please contact us immediately upon reception. We will work quickly to make it right.

  • Please provide a clear photo of the damage or the incorrect item as evidence
  • We will send you a replacement item free of charge, including shipping
  • You are welcome to keep the damaged or incorrect item. Alternatively, we encourage you to donate it to a local memory hub, senior center, or senior community if it is still in good condition

2. Change of Mind (Unused Item)

If you wish to return an unused item due to change of mind:

The item must be in the same condition as received: unopened, unused, and in its original packaging.

  • You will be responsible for the cost of the return shipping label
  • A 2% restocking fee will be deducted from the refund amount
  • We can waive the restocking fee if you choose to receive your refund as store credit for a future purchase
  • Consider Donating for Store Credit: As an alternative, if you prefer not to pay for return shipping and the restocking fee, you can choose to donate the unused item to a local senior center or senior community. Send us a quick note at hello@aegeliss.com when you have done so, and we will issue you a full store credit for the item's value for future use. This is our preferred option to reduce carbon emissions and benefit the community.

3. Item Used but Not a Good Fit / Not Enjoyed

We understand that sometimes an activity isn't the immediate right fit after it's been used. If this happens, please reach out to us first at hello@aegeliss.com to tell us about your experience. We want to support you and may have suggestions or alternative ways to use the product that could help!

Please understand that we cannot accept returns for items that have been used. However, we strongly encourage you to donate the clean item to a local senior center or senior community, where it might be enjoyed by others.

II. Return Process (Once Approved):

If your return is approved, we will provide instructions on how to send it back. Please place the item in a secure package and mail it to the address provided. Please include the packing slip or a note with your order number in the return package so we can process it correctly. Items sent back to us without first requesting a return will not be accepted.

III. Exchanges

If you wish to exchange an unused item for another product, please initiate a return for the unwanted item (following the "Change of Mind" process above) and then place a new order for the item you would like. Choosing the "store credit" option for your return makes this process seamless.

IV. Non-returnable items:

Certain types of items cannot be returned:

  • Sale items
  • Gift cards
  • Opened or used items (except in the case of a defect upon arrival)
  • Customized items

V. European Union 14-Day Cooling Off Period:

Notwithstanding the above, if merchandise is shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. As above, the item must be in the same condition that you received it, unopened and unused, with original packaging and tags. You’ll also need the receipt or proof of purchase.

VI. Refunds:

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved. If approved, you’ll be automatically refunded on your original payment method within 10 business days after our warehouse receive your item. Please remember it can take some time for your bank or credit card company to process and post the refund.

If more than 15 business days have passed since we’ve approved your return and you have not received your refund, please contact us at hello@aegeliss.com.

VII. Questions

You can always contact us for any return questions at hello@aegeliss.com.