Returns & Refunds Policy

Welcome to our online store! To ensure that you have a clear understanding of our return and refund policies, please read the following carefully. By placing an order in our store, you accept these policies.

​1. Eligibility for Returns

  • ​Timeframe: Returns must be requested within ​30 days of receiving the item.
  • ​Condition Requirements:
    • ​Stainless Steel Tumblers (20oz or 40oz) must be:
      • ​Unused, unwashed, and free of liquid residue.
      • In original packaging with all protective seals intact (e.g., lid, straw, or handle attachments).
      • No scratches, dents, or signs of wear.
    • Proof of purchase (order number) is required.
  • ​Non-Returnable Items:
    • ​Custom-engraved tumblers (personalized with names or designs).
    • Items used for beverages, washed, or with damaged seals.
    • Sale/discounted items or gift cards.

​2. Return Process

​Step 1: Initiate a Return

  • Email ​support@aeroxwave.com with:
    • ​Order number and photos of:
      • The tumbler’s exterior, interior, and base.
      • Intact packaging and protective seals.
  • Our team will review within ​3 business days.

​Step 2: Ship the Item

  • ​Return Address (if approved):
    ​3309 Arcadia St,Colorado Springs, CO 80907, USA
  • ​Shipping Requirements:
    • Use a ​tracked method (e.g., USPS, FedEx).
    • ​For 40oz Tumbler With Handle: Secure the handle with bubble wrap to prevent damage.
    • ​Unauthorized returns will be rejected.
  • ​Return Label:
    • ​Customer’s Responsibility: Prepare and pay for return shipping unless the return is due to ​defects (e.g., insulation failure, leaks).

​Step 3: Refund/Exchange

  • Inspection focuses on:
    • ​Thermal performance (for defective claims).
    • Structural integrity (no dents or scratches).
  • ​Approved Refunds: Issued within ​7 business days.
  • ​Exchanges: Priority shipping for defective replacements.

​3. Key Product-Specific Policies

  • ​Leak/Insulation Testing:
    • If you suspect a defect, contact us ​before use. Testing with water is allowed, but the tumbler must be thoroughly dried and show no signs of use.
  • ​Handle Durability (40oz Tumbler):
    • Handle damage caused by improper use (e.g., over-tightening) is not covered.
  • ​Original Packaging:
    • Missing foam inserts or packaging may result in a ​15% restocking fee (waived for defect-related returns).

​4. Shipping Costs & Fees

  • ​Free Return Shipping: Provided only for verified ​defects (e.g., faulty vacuum insulation).
  • ​Customer-Paid Shipping: Applies to returns due to buyer’s choice (e.g., color preference).

​5. FAQ

Q: Can I test the tumbler’s insulation before returning?
A: Yes, but only with water. The tumbler must be completely dried, with no stains or odors.

Q: What if the tumbler arrives with a dent?
A: Email photos immediately. We’ll provide a prepaid label for a free replacement.

Q: Are scratches on the stainless steel surface acceptable?
A: Minor manufacturing variations are normal, but deep scratches from use void eligibility.

Q: Can I return a tumbler with a loose handle?
A: Yes, if the defect is verified. Ensure the handle is securely packed to avoid further damage.

Policy Last Updated: March 1, 2025