At AegisHome, customer satisfaction and safety are the pillars of our commercial philosophy. We make continuous efforts to ensure every unit of our pest and insect control spray is packed, sealed, and shipped under strict quality standards. We know that the effectiveness of a home cleaning routine depends on having the right product at the right time. However, we recognize that incidents may arise during the logistics process beyond our immediate control. For this reason, we have designed a fair, transparent exchange and return policy aimed at your safety. Every request is strictly evaluated according to the policy described below, with personalized and final handling.
1. Scenarios and Cases That Warrant Exchange or Return
We understand that online purchases require trust. We officially accept evaluation requests for product exchange or monetary refund exclusively and only in the following proven scenarios:
- Product damaged, broken, or leaked during transit: If upon receipt from the courier you notice a crushed or wet box, or upon opening the AegisHome bottle is broken, deeply dented, or leaked due to poor handling by the courier company.
- Factory defect or sprayer malfunction: For example, if on first use the spray mechanism jams, the valve does not distribute liquid properly, or there is leakage at the top seal that prevents safe use against mosquitoes or pests.
- Wrong item or incorrect order: If the package does not match your order at all (e.g., you ordered a family pack of 3 units and received a single unit, or received an entirely different brand due to warehouse error).
2. Standardized Request Submission Process
Time is critical for claims against logistics and production partners. If your case falls under any of the above, you have a maximum and irrevocable window of 5 calendar days (including weekends) from the official date/time of courier delivery. To begin, send an email to [email protected] with the following details, clearly and in order:
- Full order number (the alphanumeric code from the confirmation email).
- Full name of the buyer and email linked to the order.
- Detailed and objective description of the problem (what happened, how you found the package, which component fails, etc.).
- Mandatory visual documentation: Attached clear, well-lit photographs or a short video that clearly demonstrates the damage, defect, or wrong item. If the cardboard box arrived damaged, photograph that as well.
3. Official Response and Resolution Times
Once we receive the email with all details and photographs, our specialized support and quality team will analyze your case in detail. We commit to an initial response and ticket assignment within 48–72 business hours (Monday–Friday). During this period, we may request additional information if documentation is unclear. If the request is deemed valid, we will inform you immediately of the next steps. Resolution may include replacement at no additional shipping charge, or — if you prefer and the case allows — full or partial monetary refund.
4. Refund Process and Timelines
If the decision is in favor of a refund, it will be made exclusively to the same payment method used (credit/debit card or payment provider). Once AegisHome approves and executes the refund, the time for it to appear in your account depends on the bank and payment gateway. Typically 5–15 business days are required. We will provide digital proof of the refund transaction for tracking with your bank, if needed.
5. Exceptions and Strict Return Terms
To protect product integrity and prevent abuse, our policy has clear exceptions. Exchanges, returns, or refund claims are not accepted if AegisHome is used incorrectly, contrary to the label, or for non-household purposes (e.g., large-scale industrial application). Requests outside the 5-day deadline are also not considered, nor "change of mind" or "buyer's remorse" once the product is opened or tested. For physical return in case of wrong item, the product must be completely unused, with untouched liquid level, in original packaging, and in the same condition as received.