If you’ve just bought something from AER and need to send it back, understanding the AER return policy is your first step. This guide breaks down everything you need to know to make the process smooth and stress-free.
We’ll cover the time limits, condition requirements, and step-by-step instructions. You’ll also learn about exceptions for final sale items and how refunds work. Let’s get started so you can handle your return with confidence.
AER Return Policy
The core AER return policy is designed to be straightforward. Most items purchased directly from AER can be returned within 30 days of delivery. The items must be in new, unused condition with all original tags and packaging. This policy applies to purchases made online through their official website.
It’s important to start your return within that 30-day window. The clock starts on the day your order was delivered, not the day you placed the order. If you’re close to the deadline, it’s best to initiate the return right away to avoid any issues.
What Items Are Eligible for Return?
Most products from AER fall under the standard return policy. This includes:
- Backpacks and travel packs
- Duffel bags and gym bags
- Everyday carry items like pouches and slings
- Accessories such as tech organizers and packing cubes
As long as these items are in their original state, you shouldn’t have a problem. Always double-check the product page for any specific notes, as some collaborations or special materials might have different rules.
Condition Requirements: Keeping Your Item “New”
The “new and unused” condition is the most critical part. AER’s team will inspect returned items thoroughly. Here’s what that means in practice:
- All original tags must be attached and intact.
- The item cannot show any signs of wear, dirt, or damage.
- It must be returned with its original dust bag, if included, and all packaging.
- The item should not have any odors or stains.
If you’ve taken the tags off or used the bag even once, your return may be rejected. It’s a good idea to try the bag on indoors with a soft surface underneath if you’re checking the fit.
The Step-by-Step Return Process
Follow these steps to ensure your return is processed quickly and correctly.
Step 1: Initiate Your Return Online
Go to the AER returns portal on their website. You’ll need your order number and the email address used for the purchase. Log in and select the items you wish to return from your order history.
Step 2: Choose Your Return Method
AER will provide you with a prepaid return shipping label. In most cases, you can print this label at home. Some regions might offer a QR code option for drop-off without printing. Select the method that is most convenient for you.
Step 3: Pack Your Item Securely
Place the item securely in its original packaging. If you no longer have the original box, use a sturdy shipping box that provides ample protection. Include all tags and accessories. Seal the box well to prevent damage in transit.
Step 4: Attach the Label and Ship
Attach the prepaid return label clearly on the outside of the box, covering any old labels. Drop the package off at the designated carrier (usually UPS or USPS). Be sure to get a drop-off receipt for your records—this is your proof of return.
Step 5: Track and Wait for Confirmation
Use the tracking number on your receipt to monitor the package. Once AER receives and inspects your return, you’ll get an email confirmation. Your refund will be issued shortly after that.
Understanding Refunds and Timelines
Refunds are issued to the original payment method used for the purchase. This is an important point to remember; you cannot request a refund to a different card or account.
Here’s a typical timeline:
- Processing after receipt: 5-7 business days.
- Refund to appear on your statement: 5-10 additional business days, depending on your bank.
You will not be refunded for the original shipping costs, unless the return is due to a defect or an error on AER’s part. The return shipping itself is free with the provided label.
Final Sale and Non-Returnable Items
Not everything can be returned. The main category to watch out for is “Final Sale” items. These are clearly marked on the product page before you buy them. Final sale typically includes:
- Items purchased during major sale events (like Black Friday).
- Clearance or heavily discounted products.
- Certain personalized or customized products.
- Gift cards are also non-returnable.
All sales are final for these items. They cannot be returned for a refund or exchange, so please choose carefully. It’s always worth reading the product description fully before checking out.
What About Exchanges?
AER does not offer direct exchanges through their return system. The standard process is to return your original item for a refund and then place a new order for the item you want.
This approach is often faster than a traditional exchange. It ensures you get the correct color or size as soon as it’s back in stock. Just make sure the item you want is available before you finalize your return.
International Returns and Special Cases
If you ordered from outside the United States, the return process may involve different steps. You might be responsible for return shipping costs and any applicable customs duties. Contact AER customer service directly for instructions tailored to your country.
For defective items or if you received the wrong product, contact customer service immediately. Do not initiate a standard return. In these cases, AER will cover all shipping costs and often provide a prepaid label for the return of the defective item.
Tips for a Hassle-Free Return Experience
- Act quickly within the 30-day window.
- Keep all packaging and tags until you’re sure you’re keeping the item.
- Take photos of the item and its condition before you pack it, just for your records.
- Always use the official return portal to ensure you get a valid RMA number.
- Save your shipping receipt until the refund is complete.
Following these tips can save you a lot of potential headaches. The main goal is to provide clear proof that the item is being returned in sellable condition.
Contacting AER Customer Service
If you run into any issues or have questions, the best way to reach AER is through the contact form on their website. They also monitor their email support line. Response times are usually within a few business days.
Have your order number ready when you contact them. This allows the support team to pull up your details instantly and provide the most accurate help. Being polite and clear about your issue always helps resolve things faster.
Frequently Asked Questions (FAQ)
How long does the AER return process take?
From the day you drop off the package, expect the full process to take 2-3 weeks. This includes transit time, inspection, and the bank processing your refund.
Can I return an AER product bought from another retailer?
No. The AER return policy only covers purchases made directly from AER’s official website. If you bought from a store like Nordstrom or a different online shop, you must follow that retailer’s return policy.
What if my return is past the 30-day window?
Returns initiated after 30 days are typically not accepted. Your return request will likely be denied, and the package may be sent back to you. It’s worth contacting customer service if you have a special circumstance, but approval is not guaranteed.
Are there any restocking fees?
AER does not charge restocking fees for returns that meet their policy conditions. The only amount withheld is the original shipping cost you paid, unless the return is due to their error.
What do I do if my item arrives damaged?
Contact AER customer service right away with photos of the damage and the packaging. They will arrange for a free return and send out a replacement as soon as possible, provided the item is in stock.
Can I return a used item if it has a warranty issue?
That’s different. The return policy is for unwanted items. Warranty claims for manufacturing defects are handled separately and are not subject to the 30-day rule. You’ll need to provide details and proof of purchase for warranty service.
Do I need to create an account to start a return?
No, you don’t need an account. You can use the guest return portal on their website. You just need your order number and the email associated with the purchase to get started.
Understanding the AER return policy makes shopping with them a risk-free experience. By knowing the rules for time, condition, and process, you can order with the confidence that you’re covered if the product isn’t quite right. Always remember to check for final sale notices and keep your packaging. With this knowledge, you’re ready to manage any return easily and efficiently.