Refund policy
Return & Refund Policy
Last updated: 25 September 2026
Aerlo is a trading name of Khilan Patel.
We want you to be happy with your purchase. If you change your mind about an order, you may have the right to cancel and return your purchase in accordance with UK consumer law.
14-Day Returns
If you purchase from us online, you generally have the right to cancel your order within 14 days of receiving your goods, without giving a reason.
To exercise your right to cancel, please contact us at Whiskercoo@gmail.com.
After notifying us that you wish to cancel, you must return the goods within 14 days.
Condition of Returned Items
Returned items should be in a condition suitable for resale, where reasonably possible, and should include their original packaging, tags and accessories where applicable.
You may handle an item as reasonably necessary to establish its nature, characteristics and functionality, as you would be able to do in a shop.
If an item has been handled beyond what is reasonably necessary and its value has been reduced as a result, we may make an appropriate deduction from the refund where permitted by law.
Return Shipping
For returns because you have changed your mind, the customer is responsible for the cost of returning the item.
If an item is faulty, damaged, incorrect or does not conform to the contract, please contact us before returning it so that we can discuss the appropriate solution.
We recommend using a tracked delivery service when returning an item.
Refunds
Once we receive the returned goods, or receive evidence that you have sent them back, we will process any refund due without undue delay and within 14 days, in accordance with UK consumer law.
Where you exercise your statutory cancellation right, we will refund the standard delivery charge you originally paid. If you selected a more expensive delivery option, we will only refund the cost of the standard delivery service.
Refunds will normally be made using the original payment method.
Faulty, Damaged or Incorrect Items
If your order arrives faulty, damaged or incorrect, please contact us at Whiskercoo@gmail.com as soon as possible.
Please include your order number and, where appropriate, photographs showing the issue.
Your statutory consumer rights are not affected by this policy. Depending on the circumstances, you may be entitled to a repair, replacement, price reduction or refund.
Exceptions
Certain products may be excluded from the statutory right to cancel where an applicable legal exception applies, including certain personalised or customised products or goods which are unsuitable for return for health or hygiene reasons where the relevant legal conditions apply.
Where an exception applies to a particular product, this will be communicated before you place your order.
Your Statutory Rights
Nothing in this policy affects your statutory rights as a consumer under UK law.
Aerlo
Trading name of Khilan Patel
26 Clayburn Road
Hampton
Peterborough
PE7 8GL
United Kingdom
Email: Whiskercoo@gmail.com