Last updated: October 15, 2026
You may request a return of an eligible standard-stock product within 14 calendar days after delivery. The product must remain unused and unopened, in the condition and product packaging in which it was supplied, with all accessories, documentation and any included items.
Opening the outer shipping carton alone does not make a product ineligible for return. Product packaging and any product seals must remain intact as supplied by Aeon Stage.
The delivery date is normally the date shown as "Delivered" in the carrier's tracking records. If that date is missing or appears inaccurate, please contact us so that we can establish the actual delivery date using the available delivery records and other reasonable evidence.
Custom orders are subject to the separate terms below and are not eligible for standard change-of-mind returns, even if unopened.
Email info@aeonstage.com within the applicable return period with your order number, the product you wish to return and the reason for your request.
Please contact us before sending any product back. We will confirm eligibility and provide return authorization and shipping instructions. For an approved standard return, please hand the parcel to the carrier within 7 calendar days after receiving authorization, unless we agree otherwise in writing. A request submitted within the return period will not become late solely because we need time to respond.
Products must be securely packed in their original protective packaging, with all original accessories and documentation. Please use a tracked shipping service and retain proof of shipment.
We generally do not accept change-of-mind returns of products that have been opened or used. However, we may consider an exception on a case-by-case basis.
Acceptance and any partial refund will depend on the product, its condition, completeness and resale value. Contact us before returning an opened product. We will explain the proposed refund amount or assessment method and any applicable deductions for your agreement before authorizing the return.
Any preliminary assessment is subject to inspection. If the condition differs materially from the information provided, we will contact you before applying a revised refund amount.
Acceptance of one opened-product return does not guarantee acceptance of other requests. These arrangements do not affect your rights concerning defective, damaged or incorrectly supplied products.
For approved returns that are not due to a product defect, shipping damage or an error by Aeon Stage:
Applicable shipping deductions will be explained when we authorize your return.
For confirmed shipping damage or an incorrect product supplied by Aeon Stage, we will arrange and cover return shipping and, where applicable, shipping of the replacement product. Please contact us before arranging a shipment yourself.
Special colours and other products made or modified specifically to your requirements may require a custom order deposit.
Before payment, we will confirm the customization details, total price, deposit amount, estimated delivery timeframe and balance payment terms in writing. The deposit amount depends on the product and the work required and is credited toward the total purchase price.
You may cancel and receive a refund of the deposit before the agreed custom production begins. Once production has begun, the deposit is non-refundable if you cancel because you have changed your mind. We will notify you when production begins.
When manufacturing is complete, we will notify you and request payment of the remaining balance. The balance must be paid before dispatch.
Custom products are not eligible for standard change-of-mind returns. These terms do not remove any refund or cancellation rights you may have under applicable law, including where we cannot fulfil the order.
For cancellation of a standard-stock order, contact us as soon as possible. If it has already been dispatched, the applicable return process and shipping terms will apply.
Please inspect your order promptly after delivery and contact info@aeonstage.com immediately upon discovering shipping damage, an incorrect item or a product fault.
Include your order number, a description of the issue and relevant photographs of the product, packaging and shipping label. Please retain the packaging and affected items while we assess the issue. We may request additional reasonable information to help resolve the matter.
For confirmed shipping damage or an incorrect item, we will work with you to arrange an appropriate remedy and cover the related shipping costs described above.
Our request for prompt reporting does not remove your rights concerning hidden defects or other rights under applicable law.
Our products carry a two-year limited warranty against defects in materials and workmanship under normal use. Vacuum tubes are consumable components and are covered separately by a 30-day limited warranty against defects.
Both warranty periods begin on delivery. Normal wear and damage caused by misuse, accidents or unauthorized customer modifications are not covered by this limited warranty.
Please contact us with your order details and a description of the fault before sending a product for warranty service. We will assess the issue and explain the appropriate repair or replacement arrangements and any applicable shipping terms.
These commercial warranty periods do not limit any additional rights or remedies provided by applicable consumer protection laws.
Please contact us before returning a product for exchange. Exchange options depend on the product, its eligibility and replacement availability.
For ordinary returns, we will normally complete inspection and, if the return is approved, initiate the refund within 7 business days after receiving the returned product. We will notify you of the outcome and explain any agreed deductions.
Refunds are issued to the original payment method. We do not substitute store credit for a refund.
Your bank or payment provider may require additional time to post the refund. If a refund has been confirmed but has not appeared within the timeframe indicated by your payment provider, please contact us.
Where applicable law requires a refund sooner or without prior return inspection, we will comply with those requirements.
Nothing in this policy excludes or limits any rights or remedies available under applicable consumer protection laws, including rights relating to defective goods, goods that are not as described, incorrect or missing deliveries, or legally actionable delivery delays. Where this policy conflicts with mandatory legal requirements, those requirements apply.
For returns, cancellations, exchanges, shipping damage, product issues or warranty inquiries, email info@aeonstage.com.
