Refund policy

AEQLO — Customer Care

Last updated: September 6, 2026

We want every AEQLO order to feel right. If you change your mind or something is not as expected, our return process is designed to be clear and straightforward. Below you will find everything you need to know.

30-Day Return Policy

You may request a return within 30 days from the date your order is delivered.

To be eligible for a standard return, the item must be unworn, unused and in the same condition in which it was received, with its original tags or labels attached where applicable.

To start a return, contact us at info@aeqlo.com with your order number and the item or items you would like to return. We aim to respond to return requests within 2 business days.

Please wait for our return instructions before sending your parcel. This ensures that your return is sent to the correct return facility and can be identified and processed when it arrives.

RETURN REQUEST — EMAIL TEMPLATE

You can copy the template below and fill in your order details:

Subject: Return Request — Order #[Order Number]

Hi AEQLO,

I would like to request a return for the following order.

Order Number: [Order Number]
Item(s) to Return: [Product Name]
Reason: [Change of mind / Sizing / Other]

I confirm that the item is unworn, unused and in its original condition.

Thank you.

Return Shipping

For standard returns, including change-of-mind and sizing returns, return shipping costs are the responsibility of the customer.

AEQLO uses international fulfilment partners, and returns are currently handled through our fulfilment facility in China. The complete return address and instructions will be provided after your return request has been accepted.

The cost of returning an item will depend on your location, parcel size and the shipping provider you choose. As a guide, returns from within the EU typically cost between €15 and €30 with a tracked service. AEQLO does not reimburse return postage for standard change-of-mind or sizing returns unless required by applicable law.

We strongly recommend using a tracked shipping service and retaining your proof of postage until your return has been processed.

Important: Please do not return an item to the address shown on your original parcel unless we specifically instruct you to do so. Always use the return address supplied by AEQLO.

Alternative Resolution

We understand that international return shipping can sometimes be inconvenient or costly.

Depending on the circumstances, AEQLO may therefore offer an optional alternative resolution that does not require you to return the item. This may include a partial refund, replacement item, store benefit or another customer-care solution.

Any alternative resolution is offered on a case-by-case basis and is entirely optional. You are not required to accept an alternative resolution instead of exercising any mandatory consumer rights available to you, including your statutory right of withdrawal described in section 08.

Damaged, Defective or Incorrect Items

Please inspect your order when it arrives. If an item is damaged, defective or different from what you ordered, contact us as soon as reasonably possible at info@aeqlo.com.

Please include your order number, a description of the issue and clear photographs where appropriate. This allows us to assess the issue quickly.

Where a product is faulty, damaged or incorrect, we will provide an appropriate remedy in accordance with applicable consumer law. Depending on the circumstances, this may include repair, replacement, refund or another legally appropriate solution.

You will not be required to bear return costs that AEQLO is legally responsible for in connection with a defective, damaged or incorrect item.

Return Conditions & Exceptions

For returns made under AEQLO's 30-day return policy, products should be returned unworn, unused and in their original condition, with original tags or labels attached where applicable.

Certain products may be excluded from change-of-mind returns where permitted by applicable law, including personalised or made-to-order products, sealed hygiene-sensitive goods once opened where the legal exception applies, gift cards, and other products for which a statutory exception applies.

Any exclusion from our commercial return policy does not remove rights that cannot legally be excluded, including rights relating to defective or non-conforming goods.

Exchanges

We do not currently process direct exchanges.

If you would like another size, colour or style, you may return the eligible original item in accordance with this policy and place a new order. In some circumstances, our customer care team may be able to offer another resolution before a return is made.

Refunds

For standard returns under our 30-day return policy, once the returned item has been received and inspected, we will notify you of the outcome.

If the return is accepted, the applicable refund will be issued to your original payment method, normally within 5 business days of the return being approved.

After a refund has been issued by AEQLO, your bank or payment provider may require additional time before the funds appear in your account. Processing times vary between providers.

Where you exercise a statutory right of withdrawal, reimbursement will be handled in accordance with the applicable legal requirements described below.

EU Right of Withdrawal

If you are a consumer in the European Union, you generally have a statutory right to withdraw from an eligible distance purchase within 14 days after receiving the goods, without giving a reason, subject to applicable legal exceptions.

AEQLO's 30-day return policy is an additional commercial return period and does not reduce or replace your statutory rights.

To exercise your statutory right of withdrawal, you must clearly inform us of your decision to withdraw within the applicable withdrawal period. You may do this by using the model withdrawal form below, or by sending us an unambiguous statement by email at info@aeqlo.com.

After notifying us of your withdrawal, the goods must be returned within 14 days. Unless AEQLO has agreed to bear the cost or applicable law requires otherwise, you are responsible for the direct cost of returning the goods.

For a valid statutory withdrawal, we will reimburse the payments received from you, including the cost of the least expensive standard delivery method we offer, within 14 days of being informed of your decision. Additional costs resulting from your choice of a more expensive delivery method do not have to be reimbursed where the law permits.

Reimbursement will be made using the same payment method used for the original transaction unless another method is expressly agreed. You will not incur any fees as a result of the reimbursement.

Where permitted by law, reimbursement may be withheld until we have received the returned goods or you have supplied evidence that the goods have been sent back, whichever occurs first.

Model Withdrawal Form

EU consumers may use the following model form to notify AEQLO that they wish to withdraw from an eligible purchase. Use of this exact form is not mandatory.

MODEL WITHDRAWAL FORM

To: AEQLO, Waagdragerhof 136, 1019 HB Amsterdam, The Netherlands — info@aeqlo.com

I/We hereby give notice that I/We withdraw from my/our contract of sale of the following goods:

Product(s): __________________________
Order number: _______________________
Ordered on: _________________________
Received on: ________________________
Name of consumer(s): ________________
Address of consumer(s): ______________

Date: _______________________________

Signature of consumer(s) (only if this form is submitted on paper): __________________

Questions

If you are unsure whether your order is eligible for return, have received an incorrect or defective product, or need help with the return process, please contact our customer care team.

AEQLO Business Information

aeqlo is a registered trade name of a sole proprietorship (eenmanszaak) established in the Netherlands, also trading as Ramu Commerce.

Business address: Waagdragerhof 136, 1019 HB Amsterdam, The Netherlands

Chamber of Commerce (KVK): 87733854

VAT (BTW-id): NL004464884B16

Email: info@aeqlo.com

Phone: +31 6 24484501