Customers may apply for a return within 15 days after receiving product(s). Refunds will be made by the same method you used to pay.
Promotional items are excluded and remain subject to our regular return policy.
Please Note
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.
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose. If due to our reasons, the goods received are damaged or not correct, the consumer is not required to bear the shipping fee for this reason. No restocking fee to be charged to the consumers for the return of a product.
CANCELLATION
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.
RETURN CONDITIONS
- 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 TO RETURN AN ITEM OR AN ENTIRE ORDER?
Step 1: Please contact our Customer service team to start the return process with the following information:
- Order number
- 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)
REFUND
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.
Affirmation: Return shipping is non-refundable, if the customer purchased the product and paid for shipping, this will be borne by the customer
RETURN ADDRESS
Room10A, 7/F, ZhuoYueHui-B Building, ZhuoYueMeiLin Central Square（South）, No.126 ZhongKang Road, MeiDou Community, MeiLin Street, Futian District, Shenzhen
We’re available to support you via
Return Email: service@aitenitas.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
