Refund policy

Aes offers a quicker dispute solution and will appreciate it a lot if you provide:

a. Photos or videos of the damaged item to prove damage. If the photo cannot prove the products are damaged, please upload the video.
b. Screenshot of the e-mail or dispute received including name, date and content. In other words, a customer has sent the complaint (Through PayPal Dispute or other Gateway, e-mail, etc.).
c. The products need to be returned to Aes if our Dispute Team asks for a return in Disputes.

Except for the important interpretation, Aes will make a refund, resend, or accept the return for any of the following cases:

1. Orders Delayed.

Orders are lacking tracking information, in transit, pending, expired 60 days after orders departed from Aes warehouse. Following countries and shipping methods may be different:
a. For orders shipped to the USA, it will be counted 45 days after orders departed from Aes's warehouse.
b. For some special shipping methods, Aes cannot deal with your disputes. (See the following important interpretation)

Notes:
Sometimes, the order had arrived at the nearest post office to the buyer and make it pending because of insufficient address, package unclaimed, no such number, etc. It will be much more convenient for clients to contact local post office or go to the post office for delivery.

2. Orders not Received.

Aes will not deal with the refund or resend if the tracking information shows the order is delivered.
a. If clients do not receive the package, a non-delivery certification issued by the local post office with an official seal is necessary.
b. Tracking information alert. The tracking information shows Alert, the reasons are listed as below:
a) Incorrect/insufficient address.
b) No such number.
c) Unknown recipient.
d) Refused.
e) Do not pick up in time.
f) No safe delivery location.
g) Uncleared customs.
h) Others.

Notes:
a. The local distributor will deliver 1-3 times according to the actual situation. If it is still unclaimed during the delivery period, it will be returned to the local post office for storage in 3-7 days. Meanwhile, the clients need to pick up the package by themselves. Otherwise, the product will be returned to the sender, our logistics company. During the return, Aes takes no responsibility if products have been lost.
b. If the logistics company provides return service to warehouse, Aes will put the products in the inventory and will not refund them when we receive the returned items.
c. Aes cannot offer a refund or resend if packages destroyed by logistics companies.

3. Products Damaged.

Aes offers a full refund or a replacement if packages arrived are badly damaged.
Aes offers a partial refund or a replacement if packages arrived partially damaged (except thread, slightly wrinkled, small scratches etc.).

Notes:
a. For fragile products, a refund is highly recommended.
b. For damaged packing boxes, Aes cannot offer any refunds or other after-sale services due to the long-distant international delivery.
c. For ordinary products, clients shall complain or open a dispute with you within 3 days after packages are delivered.
d. For electronic products, clients shall complain or open a dispute to you within 5 days after packages are delivered.
e. For service products, Aes refunds you the cost of the product which is the payment price. 

4. Special Conditions for "Buy 1 Get 1 Free" Items

Aes has specific policies for promotional items under the "Buy 1 Get 1 Free" offer:

a. No Refund Policy – Items purchased through this promotion are not eligible for refunds.
b. Partial Refund Exception – In special cases, a refund may be granted, but it will be limited to 50% of the item's value.
c. Minor Damages – The seller reserves the right to reject refund or exchange requests for items with small damages that do not affect product functionality.

5. Incorrect or Missing Products.

Aes has a strict quality control process before products are dispatched. Aes will deal with incorrect or missing products as follows:
a. For incorrect products, Aes offers a full refund or replacement.
b. For products with wrong color, size which doesn't affect product function, etc., Aes offers a refund or resend if client provide a photo of item 
c. For parts missing which doesn’t affect product function, Aes may refund partially or resend the missing part; for parts missing which affect product function, Aes will resend the product only.
d. For accessories, Aes will resend the accessories.

Notes:
For size problem, Aes will appreciate it a lot if you can measure the product according to the correct measurement method and provide us the photo of measurement. Then, our dispute team will deal with your disputes quickly.

6. Orders Cancellation.

For orders cancellation, Aes offers a full refund before products are processed by warehouses.
a. After payment, POD orders cannot be canceled as it is customized.
b. After payment, private inventory orders cannot be canceled as it is special products and only available for you.
c. After payment, video and photo orders cannot be canceled as Aes has planned and prepared for you after payment.