Returns & Refunds Policy

This policy governs after-sales requests for orders placed directly through the AOWEISI official website. It does not cover purchases made through third-party marketplaces, unauthorized resellers, or gifted products without a valid order number.

By completing a purchase, you acknowledge and accept the terms described below. If you are ordering on behalf of someone else, please share this policy with the recipient before the parcel arrives.

Contact us within 48 hours of delivery with clear photos or video evidence if anything is wrong with your order. Our team will review each case individually and propose a resolution — typically a full or partial refund, a resend, or a replacement.

Change-of-mind returns and subjective-preference returns are generally not supported, especially for opened hygiene-sensitive items. Please review the product details before you buy.

We take responsibility for issues clearly attributable to our products, packaging, or fulfillment process. If any of the scenarios below apply, please contact us promptly with supporting evidence so we can investigate.

To keep pricing fair and our supply chain safe, certain requests fall outside this policy. Submitting a claim in one of these categories will generally be declined.

Because skincare, nasal spray, and feminine intimate care products come into direct contact with the body, they cannot be resold or restocked once opened, activated, or used. For your safety and the safety of other customers, these items are treated with extra care.

If a hygiene-sensitive product is defective on arrival, contact us within the 48-hour claim window and keep the product, outer carton, and all packaging until your case is closed.

All after-sales claims must be submitted within 48 hours of the official delivery timestamp shown by the carrier. This unified window allows us to work with logistics partners while the evidence is still fresh and traceable.

Please gather the following evidence before contacting us. Incomplete submissions will slow down the review.

After reviewing your evidence, we will propose one of the outcomes below based on severity, item category, and whether the product can still be used safely. We may combine outcomes (for example, a partial refund plus a replacement) when appropriate.

We generally do not support returns when the product is not defective and the reason is personal preference, a change of mind, or a mistake made during checkout. This helps us keep prices competitive and protect all customers from resold hygiene-sensitive goods.

If you contact us quickly after placing an order that has not yet shipped, we will do our best to cancel or modify it. Once the parcel has been handed to the carrier, the order is considered locked.

If you refuse delivery without prior written authorization from us, or if the parcel is returned to sender because you did not collect it, the order will not qualify for a full refund. Outbound shipping, return shipping, duties, and handling fees incurred by AOWEISI will be deducted from any eventual refund.

If a carrier attempts delivery multiple times and cannot complete it, please coordinate with the carrier directly. Extended storage fees charged by the carrier are the recipient's responsibility.

You are responsible for providing a complete and accurate shipping address, including recipient name, street, city, region, postal code, and phone number. If the carrier cannot deliver because the address is wrong, incomplete, or undeliverable, the order is considered delivered as instructed.

We will work with you to arrange a reshipment when possible, but additional shipping fees and any customs charges associated with the second delivery will be borne by the customer.

International orders may require the recipient to provide identification, a tax ID, or other clearance documents, or to pay import duties and taxes on arrival. If the recipient refuses to cooperate with customs or to pay the required duties, the parcel may be destroyed or returned by the carrier.

In these cases, the order is not eligible for a full refund. Outbound shipping, customs-related fees, and any return fees invoiced to AOWEISI will be deducted from any refund we issue.

Please do not ship any product back to AOWEISI before you have received written authorization and a specific return address from our after-sales team. Unauthorized returns may be refused by the receiving warehouse, and we cannot be held responsible for loss or damage of those parcels.

Once a return is authorized, follow the instructions carefully. Use a traceable shipping service, keep the tracking number, and include the return reference number provided by our team.

The refund amount depends on the reason for the return and the outcome category. For confirmed quality issues on our side, we aim to make you whole. For other cases, certain costs may not be refundable.

Approved refunds are issued to the original payment method used at checkout. We cannot refund to a different card, account, or person. Once we confirm your refund, please allow 5-10 business days for the funds to appear, depending on your bank, card issuer, or payment provider.

If you do not see the refund after 10 business days, please contact your payment provider first, then reach out to us with the reference number we provided.

When an order is partially or fully refunded, any points, referral rewards, and coupons tied to the refunded items will be recalculated. Rewards that were earned from the refunded value will be reversed; rewards that were spent may be credited back in the form of coupons or store credit at our discretion.

AOWEISI reserves the right to review each after-sales request on a case-by-case basis, to request additional evidence, and to reject claims that fall outside this policy or that show signs of abuse. Repeated or fraudulent claims may result in account restrictions.

Where local mandatory consumer-protection laws grant you additional rights, those rights remain unaffected by this policy.

If you need to open an after-sales case or ask a question about this policy, please contact us by email. Include your order number and a clear description so we can help you quickly.