Return Policy

General Return Eligibility

Customers may request a return within 30 days of delivery if the item meets all of the following conditions:

  • Unused or used only for basic functional testing
  • No visible wear, scratches, dents, dirt, or damage
  • All original packaging, manuals, and accessories included
  • No signs of modification, disassembly or misuse
  • Return request approved by Aionios（hi@aionios-design.com） with an RMA number. Unauthorized returns without an RMA will not be accepted.
  • Before sending the ata05 unit for repair or return, the user must unbind the device through the app. If the device is not unbound and this prevents the merchant from inspecting, operating, or repairing the unit, it will be considered that the user voluntarily forfeits ownership of the device and all associated rights to returns, exchanges, or compensation. Aionios reserves the right to decline service in such cases.
  • Before returning the device, please fully format the microSD card to ensure all personal data is cleared. Your photos and videos are stored locally and are never uploaded to any cloud server, so our support team cannot access your private content at any time. Please rest assured that your privacy remains fully protected.

Non-Returnable Items (Unless Defective)

Due to the nature of electronic and mechanical equipment, the following items cannot be returned unless there is a confirmed manufacturing defect:

  • Visible signs of use (e.g., missing outer packaging, protective films removed from the device or lens, worn wheels, scratches on the main body exceeding 5 mm, marks on the camera lens)
  • Activated or registered devices
  • Accessories (such as the PurrLaser or SnailBase charging dock) cannot be returned or exchanged once opened.
  • Spare parts, modules, and add-ons
  • Products damaged due to misuse, impact, water ingress, improper storage
  • Items returned after the allowed period
  • Removed serial number or tampered labels
  • Promotional discounted items

Defective, Damaged or DOA Items (Dead on Arrival)

If your product arrives damaged, malfunctioning, or not as described:

  1. Contact hi@aionios-design.com.
  2. Provide your order number + photos/videos of the issue.
  3. Our engineers will perform a remote diagnosis.

Once confirmed:

  • If your item arrives faulty, damaged, or not as described, please contact hi@aionios-design.com with your order number and photos/video where possible.
  • Once confirmed, we will cover reasonable return costs or provide a pre‑paid label.
  • Within 30 days: we can offer a refund or exchange once the issue is confirmed.
  • After 30 days (up to 12 months for ata05, up to 6 months for accessories): We will contact the local distributor to repair or replace your item free of charge during this period. This relates to manufacturing defects and does not cover issues arising from normal wear and tear, cosmetic deterioration, neglect, improper use, or storage/cleaning.

Replacement Instead of Refund

For quality-related issues, Aionios practices a “Replace First” service model.

Advantages:

  • Faster resolution
  • Lower risk of additional damage in transit
  • Better continuity for the user experience

Refunds are handled case-by-case and only when replacement is not possible.

Return Shipping Costs

Non-quality return (change of mind, not suitable, etc.):

  • Customer pays return shipping
  • Customer is responsible for customs clearance on return
  • Original shipping charges are non-refundable

Quality-related return:

  • Aionios will cover return shipping or issue a prepaid label

International Customers

International shipments may require:

  • Personal Tax ID (Chile / India / Mexico / Korea etc.)
  • Correct name for customs (Hangul for Korea, etc.)
  • Local delivery contact number

If customs clearance fails due to missing/incorrect information:

  • Shipment cannot be refunded
  • Or return shipping + handling charges will be deducted

If customer refuses to pay duties/taxes or fails to collect the parcel:

  • A 15% restocking fee applies
  • Outbound & return shipping are deducted
  • Carrier handling fees will also be deducted

If the parcel is abandoned by the carrier due to refusal or inaction:

  • Up to 50% restocking fee will be deducted
  • No refund if the parcel is destroyed by customs

How to Package a Return

Returned items must be packed securely:

  • All components included
  • Original packaging where possible
  • RMA number clearly written on the box
  • Tracking number provided to Aionios
  • Mark the customs declaration as “Returned goods / Return/Exchange” and include your order number.

Any taxes due to incorrect declaration will be deducted from the refund.

Refund Processing Timeline

Once the returned item is inspected:

  • Refund issued within 3–7 business days
  • Refund returned to the original payment method
  • Refund amount may be reduced due to:Missing accessoriesDamaged packagingCosmetic wear or improper handling

International orders:
If import taxes were collected and are non-recoverable, they will be deducted from the refund.

Improper Returns

Returns may be rejected if:

  • The item shows damage inconsistent with normal testing
  • Parts are missing
  • The unit was modified, opened, or improperly used
  • The return is made outside the policy period

A rejected return will be held for 14 days for the customer to arrange re-delivery at their own cost.If not arranged, Aionios may dispose of the item.

Third-Party Purchases

If you purchased the product from a retailer or another platform (Kickstarter, Indiegogo, Amazon, etc.), please contact that retailer directly. Their return policy applies.

Contact

AIONIOS Customer Support
Email: hi@aionios-design.com
Website: https://aionios-design.com