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Aurelize

Returns & Exchanges

Return Policy

  • Timeframe: Returns are accepted within 30 days from the date of signing the order.

  • Conditions:

    • Items must be unused, uninstalled, and in their original condition with all accessories and packaging.

    • Customized products and gift cards are non-returnable.

  • Process:

    • Contact customer service before returning any item. Unauthorized returns will not be accepted.

    • Defective, damaged, or incomplete items may result in a rejected return request.

Refund Policy

  • Process:

    • Once the returned item is received and inspected, you will be notified via email about the approval or rejection of your refund.

    • Approved refunds are processed within 5 working days to the original payment method.

    • Shipping costs (including expedited shipping) are non-refundable.

  • Delays:

    • If the refund is not reflected in your account after a week, contact your payment provider (credit card company or PayPal). If unresolved, reach out to customer service.

Exchange Policy

  • Defective/Damaged Items:

    • Free replacement for defective or damaged items (excluding man-made damage).

    • Provide evidence of the issue to customer service for evaluation.

  • Customer Preference:

    • Exchanges for preference (e.g., wrong color/size) are allowed but may involve refunding or charging the price difference.

    • Customers bear the return shipping costs unless the error is on the seller’s side (e.g., wrong item sent).

Shipping Costs

  • Return Shipping: Customers are responsible for return shipping costs unless the error is on the seller’s side.

  • Exchange Shipping: Seller covers shipping costs if the exchange is due to their error (e.g., wrong item sent).

Contact Information

  • Customer Service Hours: GMT +08:00, 9:00 PM – 6:00 PM.

  • Response Time: Typically 1 hour during working hours. Outside these hours, expect a response the next day.

  • Contact Methods:

Note: Customers are advised to carefully review their orders (e.g., size, color, compatibility) before purchasing, as returns/exchanges due to customer error may incur additional costs.