Refund policy

At Aetos Homes (Surrey) Ltd, we stand behind the quality of our trade tools and precision accessories. If you are not completely satisfied with your purchase, we offer a straightforward and fully transparent return process in accordance with UK consumer rights.

1. 30-Day Return Window

We offer a 30-day return policy. You have exactly 30 days from the calendar date you receive your physical item to request a return and full refund.

2. Return Eligibility Criteria

To be eligible for a return, your item must meet the following conditions:

  • The tool or template must be completely unused, unaltered, and in the clean, original condition that you received it.

  • The product must be securely enclosed within its original product packaging.

  • You must provide your original Shopify order number or proof of purchase.

3. Return Address & Process

To return your product, please mail your item directly to our official corporate registration and business office address:

Aetos Homes (Surrey) Ltd

Attn: Returns Department

Address: Hunters Lodge, Horsley Road, Downside, Cobham, Surrey, United Kingdom, KT11 3NY

How to notify us: Before shipping your item, please drop a quick email to our support helpdesk at support@aetoshomes.co.uk with your order number so our team can track your incoming package.

4. Return Shipping Costs

  • Customers are responsible for paying their own shipping costs for returning an item.

  • We highly recommend using a tracked shipping service or purchasing shipping insurance. We cannot guarantee or process a refund for items that are lost or damaged in transit by the courier.

  • The original flat-rate shipping fee (£7.00 GBP) is non-refundable.

5. Refund Processing Time

Once your returned tool is delivered to our address and inspected by our team to confirm its original condition, we will send you an email notification confirming your refund status.

  • Approved Refunds: Your refund will be immediately processed back to your original payment method (debit card, credit card, or payment gateway).

  • Timeframe: It takes exactly 7 business days for the banking institutions to credit the funds back into your account.

6. Damaged, Broken, or Incorrect Items

Please inspect your shipment immediately upon arrival. If an item is defective, damaged, or if you receive the wrong product, please contact us at support@aetoshomes.co.uk or call +44 7418357184 within 48 hours of delivery. We will immediately evaluate the issue and arrange a replacement or priority prepaid return label at our expense.

Company Contact Profile

For questions regarding returns, items, or cancellations, please contact our operating team directly:

  • Business Name: Aetos Homes (Surrey) Ltd

  • Support Email: support@aetoshomes.co.uk

  • Support Phone: +44 7418357184

  • Company Registration Number: 16789922 (Registered in England and Wales)

  • Physical Address: Hunters Lodge, Horsley Road, Downside, Cobham, Surrey, United Kingdom, KT11 3NY