We understand that sometimes circumstances change, and you may need to cancel your order. We have established the following cancellation policy to ensure a smooth and convenient process for our customers.

1. Cancellation Eligibility:

• To be eligible for cancellation, the request must be received before the next order is dispatched from our warehouse.
• Requests received after the order has been dispatched cannot be guaranteed and will be handled on a case-by-case basis.

2. Submitting a Cancellation Request:

• To cancel your order, please contact our customer service team as soon as possible.
• You can reach us through our designated customer service channels, including phone* and email.
• To start the cancellation process, please email our customer support team at support@aeroliteluggage.com.au with "CANCEL" in the subject line.
• Include your order number and any relevant details in your cancellation email.

3. Confirmation of Cancellation:

• Once we receive your cancellation request, we will review it and confirm the cancellation status.
• If your request meets the eligibility criteria and is received in a timely manner, we will proceed with cancelling your order.
• We will provide you with a cancellation confirmation via email or other preferred communication method.

4. Refund Process:

• If your order is successfully cancelled, we will initiate the refund process.
• Refunds will be issued to the original payment method used during the purchase.
• Please note that it may take a few business days for the refund to reflect in your account, depending on your bank's processing time.

5. Exceptions:

• In some cases, certain products or special promotions may have specific cancellation restrictions or conditions.
• These exceptions will be clearly communicated during the ordering process or specified in the product description.
• If an exception applies to your order, our customer service team will inform you accordingly and discuss available options.

We strive to provide excellent customer service and will make every effort to accommodate cancellation requests received before the next order is dispatched. If you have any questions or require further assistance regarding our cancellation policy, please don't hesitate to contact our customer service team.

Note: This cancellation policy is subject to change and may be updated at our discretion. We encourage you to review our policy periodically for any modifications.

*Please note that our customer support team is available to assist you during our regular opening times from 9am to 4pm, Monday to Friday. However, please be aware that these hours may vary during peak times. We strive to provide a prompt response and aim to address your enquiry within 24 business hours.

If you have any questions or require assistance, please don't hesitate to reach out to us during our operating hours. We appreciate your understanding and patience.