Refund policy
Last updated: [09/04/2026]
At AEROS, we stand behind our Dead Sea Mud Mask. Because our product is made to order and shipped directly from our fulfillment center, we handle returns as described below. Please read this policy carefully so you know exactly what to expect.
What We Accept
We replace or refund items that arrive damaged, defective, incorrect, or that are lost in transit. Because each order is produced and fulfilled individually, we do not accept returns or refunds for change of mind or buyer's remorse. We encourage you to review the product details and ingredients before ordering, and to reach out with any questions before you buy.
Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or incorrect, we'll replace or refund it in full at no cost to you. To file a claim:
- Contact us at [contact.tryaeros@gmail.com] within 30 days of delivery.
- Include your order number, a photograph of the item and packaging, and a brief description of the problem.
Once we review and approve your claim, we'll ship a replacement or issue a refund to your original payment method. Approved replacements typically ship within 3 business days.
Lost in Transit
If your package is lost in transit, contact us no later than 30 days after the estimated delivery date and we'll investigate with the carrier and make it right.
What Isn't Covered
We're unable to offer a refund or replacement in the following cases:
- Change of mind / buyer's remorse. We don't accept returns or refunds simply because you changed your mind or the product wasn't what you expected. Opened and used products cannot be returned for hygiene reasons.
- Incorrect shipping address. If the address provided is incomplete or incorrect and the package is returned or undeliverable, you'll be responsible for the cost of reshipment.
- Unclaimed packages. Packages that go unclaimed and are returned to the fulfillment center are subject to reshipment charges.
- Refused or uncollected deliveries, including refusal to pay any applicable customs duties or taxes on international orders. In these cases the carrier may return, abandon, or destroy the package, and we're unable to refund or replace it.
- Customs rejection on international orders (see our Shipping Policy).
How to Start a Return or Claim
Email [contact.tryaeros@gmail.com] with your order number and details. Please contact us before returning anything — do not ship a product back without confirming with us first, as unauthorized returns can't be processed or refunded.
Refund Timing
Once a refund is approved, it's applied to your original payment method. Please allow a few business days for processing, plus additional time for your bank or card issuer to post it. If you haven't seen your refund after 10 business days, check with your bank or card company first, then contact us and we'll follow up.
Subscription Orders.
Because you can cancel, pause, or skip any time before your billing date through your account, subscription charges that have already processed are non-refundable except in the case of a defective product, consistent with our standard return policy. To avoid being charged for an upcoming delivery, cancel or skip before your next billing date.
Contact
Aeros LLC [contact.tryaeros@gmail.com] 14701 W. 65th Way, Suite 5, Arvada, CO 80004