Refund policy

We craft drinkware to be used and loved for a long time. If something isn’t right, we’ll make it right—simply and fairly.

Summary

  • Return window: 14 days from delivery.
  • Condition: Items must be unused, unwashed, and returned with all original packaging and components.
  • Fees: Return shipping is covered by the customer unless the item is defective or we made a mistake.
  • Refund timing: 3–10 business days after inspection (bank/card processing times may vary).

Eligibility

To be eligible for a return, your item must be in the same condition you received it—unused, unwashed, and in its original packaging with all inserts, tags, lids, caps, filters, and accessories. Please include the order number or proof of purchase.

Non-returnable items

  • Personalized or custom items.
  • Gift cards.
  • Items marked as Final Sale.
  • Hygiene-sensitive components that have been opened/used (e.g., straws, mouthpieces, filters) unless faulty.

Defects & Damage

If your order arrives damaged or you discover a manufacturing defect, contact us within 7 days of delivery. We’ll replace the item or issue a refund after a quick review.

Warranty: All aemae products are covered by a 1-year manufacturing warranty. This does not cover normal wear and tear, cosmetic scratches, accidental damage, misuse, or improper care.

Exchanges

For a different color or product, please start a return and place a new order. This ensures your replacement ships as quickly as possible.

Return Shipping

  • Change of mind: Return shipping is the customer’s responsibility. Original shipping fees are non-refundable.
  • Faulty or incorrect items: We’ll cover/credit reasonable return shipping once approved.
  • International orders: Duties and taxes are non-refundable through aemae (check with your local customs office for any recovery options).

Bundles & Sets

Bundle discounts apply to complete sets. If you return part of a bundle, any kept items will be charged at their regular (non-bundle) price, and your refund will be adjusted accordingly. For the simplest experience, please return bundles in full.

Refunds

Once your return is received and inspected, we’ll let you know if the refund was approved. If approved, a credit will be issued to your original payment method within 3–10 business days. Your bank or card issuer may require additional processing time.

Gifts

If the item was marked as a gift and shipped directly to you, we can issue a store credit upon approved return. If the order was not marked as a gift, refunds are sent to the original purchaser.

How to start a return

  1. Email us at support@aemaestore.com with your order number, the item you’d like to return, and a brief reason (photos if damaged/defective).
  2. We’ll reply with return instructions and, where applicable, a return authorization. Please do not send items back without approval—returns without authorization may be declined.
  3. Pack the item securely in the original packaging and include all components.
  4. Ship using a trackable service and retain your receipt until your refund is confirmed.

If you have any questions, we’re here to help: support@aemaestore.com.

This policy applies to retail purchases made on aemaestore.com. It does not limit any rights you may have under applicable consumer protection laws in your region.