Refund policy

We want your AOTESIER purchase to arrive as expected. This policy explains when a return, cancellation, exchange, or refund may be available.

30-Day Return Window

You may request a return within 30 calendar days after the last item in your order is delivered. To qualify, the product must be unused, undamaged, and in the condition received, with all original packaging, protective films, accessories, parts, tags, and manuals included. Proof of purchase is required.

Items sent back without approval or to an unapproved address may be refused or returned to the sender.

How to Request a Return

Email aotesierofficial@gmail.com and include:

Your order number and the email used for the order
The item you wish to return
A brief reason for the request
Clear photos or video if the item is damaged, defective, incomplete, or incorrect

If the request is approved, we will send return instructions and the correct return address. Return locations depend on the item and destination. Please do not ship a return to the address printed on the original parcel or to our business contact address unless instructed.

Order Changes and Cancellations

Contact us as soon as possible if you need to cancel an order or change the delivery address. We will make a reasonable effort to help before fulfillment begins, but cancellation or modification cannot be guaranteed once the order is being prepared or has shipped. A shipped order must be returned under this policy before a refund can be considered.

Damaged, Defective, Incomplete, or Incorrect Items

Inspect your order promptly after delivery. If there is a problem, contact us with your order number and clear supporting photos or video. Once the issue is verified, we may offer a replacement, return, refund, or another appropriate solution. AOTESIER will cover reasonable return costs when we confirm that an item was defective, damaged in transit, or sent incorrectly, or when applicable law requires it.

Change of Mind and Compatibility

Please verify your exact device model and product compatibility before ordering. For non-defective returns, including a change of mind, an unwanted color, or an incorrect model selected by the customer, the item must satisfy the return conditions above. Opened, installed, used, or damaged products may be ineligible unless applicable law provides otherwise.

Return Shipping and Fees

For approved non-defective returns, the customer is responsible for return shipping, customs charges, and related carrier fees. We recommend using a trackable service and retaining the receipt until the return is completed. AOTESIER is not responsible for a customer return that is lost, delayed, held by customs, or sent to the wrong address.

We do not charge a restocking or handling fee. Original shipping and express-delivery charges are not refundable unless the return results from our error or a refund is required by law.

European Union and United Kingdom Customers

Customers in the European Union or United Kingdom may have a statutory right to withdraw from an eligible distance purchase. AOTESIER extends the notification period to 30 days after delivery of the last item in the order. You do not need to provide a reason.

After notifying us of your decision to withdraw, please send the goods back within 14 days using the approved instructions. You may inspect the product as you would in a physical store, but you may be responsible for reduced value caused by handling beyond what is necessary to establish the product’s nature, characteristics, and function.

Where the statutory right of withdrawal applies, we will refund the purchase price and the least expensive standard outbound delivery option offered at checkout. Extra costs for an upgraded or express method may not be refundable. This section does not limit mandatory consumer rights.

Items That Cannot Be Returned

Unless required by applicable law, returns are not accepted for:

Customized, personalized, or made-to-order products
Gift cards
Items marked final sale where such restriction is legally permitted
Products that have been used, altered, damaged after delivery, or returned without essential parts or packaging
Items presenting a hygiene or safety concern after a sealed package has been opened, where permitted by law

Exchanges

Direct exchanges are not guaranteed for all products or variants. The fastest method is usually to return the eligible item and place a new order for the preferred model or color after the return is approved.

Refund Processing

We will notify you after the return has been received and inspected. If approved, the refund will be sent to the original payment method, normally within 10 business days. Banks and payment providers may need additional time to post the credit.

We may withhold a refund until we receive the returned goods or valid proof that they were sent. If more than 15 business days have passed since we confirmed your refund and it has not appeared, contact aotesierofficial@gmail.com.