You have the right to cancel the order within 30 days . The cancellation period will expire after 30 days from the day on which you acquire, or a third party other than the carrier and indicated by you acquires, physical possession of the goods. You shall send back the goods or hand them over to us without undue delay and in any event not later than 30 days from the day on which you communicate your cancellation from this contract to us.. Refunds will be made by the same method you used to pay.
We accept order cancellations before product processing. If the order is cancelled by that time, you will get a full refund.
If the product has already been shipped out, we will unfortunately be unable to cancel the order.
Ai-tenitas will bear the cost of the return shipment in the following cases:
The item is damaged or defective
The parts are missing
Wrong or missing item
The item is not as described
Customers will cover the return cost in all other cases, such as:
Ordered wrong item
Doesn't fit for intended purpose
Customers should be aware the international import may require some materials for customs clearance in some countries.
If the goods are returned due to the customer’s failure to cooperate with customs clearance, any resulting loss of shipping costs will be borne by the consumer. We can provide a full consumption list and the required certificates for the product. Contact us if the Custom need it.
- All items must be returned in their original selling condition, without having been worn, washed or altered, and with all their tags still attached.
- All items must be returned with their original boxes.
- All items must be returned in one package.
- Return shipments must be made using the same service as the original delivery.
- We can only accept returns from the country to which an order was originally shipped, for example, orders delivered to the US must be returned from the US
- Customised items cannot be returned.
- The return is unfortunately not free of charge (import and shipping fees will be charged at your own expense).
- We reserve the right not to accept any return if the product shows signs of wear or has been used or altered from its original condition.
How do I return an item or entire order?
Step 1: Please contact our Customer service team to start the return process with the following information:
Proof of purchase
Video or photo of the faulty product
Step 2: Insert your receipt, along with the items, back into the original packaging.
Step 3: Fill out all three copies of the Returns Pro-Forma Invoice Form. Insert all copies in the transparent envelope and attach it to the package without closing it. These documents are required for customs, so please be sure to complete all 3 copies.
Step 4: Turn package over to the courier, after the courier has checked the return shipment, please close the package securely.
Step 5:When you deliver the item to the courier company, you need to remind us of your delivery and send us the courier tracking number
Step 6:When we receive your refund item, we will double check to see if it matches our refund conditions, which are listed above(We will confirm the inspection result within 3 days)
Return address information
The inspection results are divided into two cases:
1. If the refund conditions are met, we will accept the refund and send an email for you to confirm. When you confirm, the money will be returned to the original payment account (the arrival date takes 7-15 days,)
2. If the refund conditions are not met, we will reject your request, you can choose the item to send to you, but you are responsible for the shipping cost.
Room 301, Building 1, Jiaxin Brilliant Times Building, No. 69 Zhongkang Road, Meidu Community, Meilin Street, Futian District, Shenzhen City
We’re available to support you via
Return Email: email@example.com
Return Phone: +86 15940544095
We strive to respond to your questions within 48 hours.
Customer service chat hours:
Monday - Friday : 9am - 18pm UTC+8