Refund & Cancellation Policy
This policy explains when charges paid to AERFEX are refundable. It applies alongside the AERFEX Terms of Service.
Last Updated: September 11, 2026
Freight Charges
Freight charges cover the cost of moving a package that has already shipped and are non-refundable once a package is in transit. If AERFEX is unable to deliver a package for a reason within AERFEX's control, the freight charge for that package will be refunded or credited to your account.
Shop For Me Orders
AERFEX does not purchase an item until you approve the quote and pay for it. Once an order has been placed with the retailer, it generally cannot be canceled or refunded, since AERFEX has already paid the retailer on your behalf. If a retailer cancels or is unable to fulfill an order, AERFEX will refund the amount actually recovered from the retailer, less any non-recoverable service fees.
Service Fees
The AERFEX service fee covers account, handling and processing services already performed and is non-refundable once a package has been received or a service has been initiated, except where required by law or expressly stated otherwise.
Delivery
AERFEX Door delivery fees are refundable if AERFEX cancels a scheduled delivery. If a delivery attempt fails because the address, recipient or access details you provided were incorrect or unavailable, the delivery fee is not refunded, and a new delivery fee may apply to a re-attempt.
Return Handling
Fees paid to AERFEX to route a return to a U.S. retailer cover the logistics service only and are non-refundable once the return shipment has been sent, regardless of whether the retailer accepts the return or issues a refund.
Duplicate Payments
If you are charged twice for the same package or service due to a processing error, contact info@aerfex.com with your AERFEX ID and payment details. Confirmed duplicate charges are refunded to the original payment method.
Canceled Shipments
You may cancel a shipment request before it has been processed for shipping at no charge. Once a package has shipped, freight and handling charges already incurred are non-refundable, as described above.
Retailer Refunds
AERFEX's role is limited to the logistics service you purchased. AERFEX does not control, and does not guarantee, whether a retailer accepts a return, honors a warranty, or issues a refund for goods purchased directly from that retailer.
Customs / Government Fees
Duties, VAT, levies and other government-assessed charges are collected on behalf of, and payable to, the relevant customs authority. These amounts are not AERFEX fees and are non-refundable by AERFEX once assessed and paid.
To request a refund, contact info@aerfex.com with your AERFEX ID, the package or order affected, and the reason for your request.