Refund policy

Returns and Refunds Policy

We hope you are pleased with your AeKoya product. If you need to return an item, please read the policy below and contact us before sending anything back.

Change-of-mind returns

You may cancel your purchase within 14 days of receiving your order, without giving a reason.

To exercise this right, contact us within the 14-day period using the contact form at aekoya.com/pages/contact. Please include your name, order number and the item you wish to return.

After notifying us, you must return the item within a further 14 days.

To help us process your return, items should be:

Returned with all components and accessories supplied;
Securely packaged to prevent damage in transit; and
In their original condition, apart from the handling reasonably necessary to inspect the item and establish its nature, characteristics and function.

You may inspect an item as you would in a shop. If it has been installed, modified, damaged or used beyond what is reasonably necessary to inspect it, we may reduce the refund to reflect any loss in value, where the law permits.

Do not return an item without contacting us first.

Return postage

For change-of-mind returns, you are responsible for the cost of returning the item.

We recommend using a tracked and appropriately insured delivery service. You are responsible for the item until it reaches us.

Returns should be sent to:

AeKoya
65 Jordanhill Drive
Glasgow
G13 1UW
United Kingdom

Refunds

Once we receive and inspect your return, we will confirm whether your refund has been approved.

Approved refunds will be made to the original payment method. We will process the refund within 14 days of receiving the returned item, or within 14 days of receiving evidence that it has been sent back, if earlier and required by applicable law.

For eligible cancellations, we will refund:

The price paid for the returned item; and
The original standard delivery charge, where required by law.

If you selected a delivery service more expensive than our standard option, the additional delivery cost will not normally be refunded.

Your bank or payment provider may take additional time to place the funds in your account.

Faulty, damaged or incorrect items

Please inspect your order when it arrives. Contact us promptly if an item is faulty, damaged in transit, not as described or different from what you ordered.

Please provide your order number, a description of the issue and, where helpful, photographs showing the problem. We will assess the issue and arrange an appropriate remedy, which may include repair, replacement or refund.

Where an item is confirmed to be faulty, damaged on arrival or supplied incorrectly, AeKoya will cover reasonable return costs. Please contact us before arranging the return so that we can provide instructions.

Nothing in this policy limits your statutory rights.

Installation and compatibility

Please check the product description and installation guidance before ordering or fitting a STEEP product.

Damage caused by incorrect fitting, misuse, unauthorised modification, an accident, normal wear and tear, or use with an incompatible product is not treated as a manufacturing fault. This does not affect your rights where the product itself was faulty or not as described.

When returning a product that was supplied pre-fitted to a seatpost, all parts originally supplied must be returned together.

Exchanges

We do not currently offer direct exchanges. If you would like a different product, please return the original item in accordance with this policy and place a new order.

If we supplied the wrong product, contact us and we will arrange the correction.

International returns, customs and import charges

Customers outside the United Kingdom are responsible for change-of-mind return postage and any associated export or customs documentation.

Customs duties, import taxes and courier clearance fees paid directly by a customer to a government, courier or other third party are not collected by AeKoya and cannot normally be refunded by us. You may be able to request repayment from the relevant authority or carrier.

Mark return customs documentation clearly as “returned goods” where appropriate. AeKoya is not responsible for charges caused by incorrect or incomplete return documentation.

Any mandatory consumer rights that apply in the customer’s country remain unaffected.

Refused and unclaimed deliveries

Please contact us rather than refusing delivery.

If an order is returned because delivery was refused, import charges were not paid, the address was incorrect, or the parcel was not collected, we may deduct reasonable costs that we incur from any refund, to the extent permitted by law.

Cancelling before dispatch

If you wish to cancel or change an order before it is dispatched, contact us as soon as possible. We cannot guarantee that an order can be stopped after it enters processing, but you may still have the right to return it after delivery.