Last updated: 18 September 2026
Start with your seller
This website has no checkout. If you bought through a distributor, contact that seller about returns, cancellation and refunds. If you bought directly from Aketek, email support@aketek.com with your order reference and product details. Contact us for the correct return address before shipping; the office address is not an instruction to send goods there.
Aketek’s voluntary return offer
Aketek’s published offer for direct purchases allows unused goods in their original packaging to be sent back within 30 days of purchase. It excludes consumable parts, including cover plates, pads, filters and sweatbands. This additional offer is separate from statutory withdrawal and defect rights. The terms provided with your purchase apply, and an existing purchase does not lose its agreed return rights because this website has changed.
Consumer withdrawal rights
EU consumers generally have 14 days from receiving goods bought at a distance to notify the seller that they withdraw, followed by 14 days to send the goods back. Exceptions can apply. You do not need the seller’s approval to give a valid withdrawal notice. A blanket exclusion for consumables in a voluntary offer does not itself remove statutory rights.
For statutory withdrawal, the seller generally refunds within 14 days of notice, including standard outbound delivery costs, but may withhold payment until the goods or evidence of return are received. Return postage is normally your responsibility only if you were informed before purchase. Handling beyond what is necessary to establish the goods’ nature, characteristics and functioning may result in a deduction for diminished value where the law permits.
Faulty or damaged equipment
Describe the fault and provide purchase evidence. Fault remedies are separate from change-of-mind returns; original packaging is not a general condition for exercising statutory defect rights. Do not continue using protective equipment if its safety may be affected. See our warranty and support information.
Business purchases
Consumer withdrawal rules do not normally apply to purchases made for a business. Your agreed sales terms govern commercial returns. Ask your seller about the available process.
For independent information, see EU consumer return rights.