Cancellation Policy
Please refer to our cancellation policy below:
· Unpaid Orders: Automatically cancelled.
· Cancel Before Shipment: Full refund.
· Cancel After Shipment: 80% refund.
· Label Created Status: Once your order is in "Label Created" status, it cannot be cancelled. Please contact us for further details.
· Delivery Interception Fee: If you wish to cancel after the order has been shipped, an interception fee of $18 per box will be applied by the carrier (UPS/FedEx).
Return & Refund Policy
We offer solutions for damaged, defective, or mis-shipped items. Please contact us directly for assistance if your product is damaged or defective upon arrival.
· Returns without Reason: Not accepted.
· Return Due to Quality Issue: Replacement or refund after verification.
· Non-Quality Returns: 80% refund.
· Returns After Warranty: Not accepted.
Non-Quality Related Returns:
If you change your mind or purchase an item by mistake, the return shipping fee is not covered, and a 20% restocking fee applies.
Assembly Issues:
We do not process returns due to subjective assembly issues unless the product is clearly defective and verified with photographic evidence.
Multi-Box Products:
If one box is damaged and you wish to return the whole set, the return shipping fee will not be refunded for undamaged boxes, and a 20% restocking fee will be applied to them.
How to Return & Refund
1. Submit a return request via Contact Us within 30 days of receiving your order. Please provide the reason for the return and photos for verification.
2. After approval, you'll receive a return address and return label instructions. Please send your item(s) within 10 days and provide tracking info.
3. Upon receiving the return, our warehouse will inspect the product. Once confirmed, we will process a refund to your original payment method within 6-10 days, depending on the payment method. Return shipping fees will only be refunded if the return is due to a quality issue.
Return & Exchange Conditions
· Unauthorized returns will not be accepted.
· Returns must be made within 60 days of receiving your order.
· Items must be unused, unassembled, unaltered, undamaged, and with original tags attached.
· The item must be in original condition and the original packaging retained.
· We are not responsible for lost or damaged return shipments, so please keep tracking receipts.
We are not liable for the following issues:
· Items exposed to corrosive substances or chemicals.
· Items that have been assembled, used, washed, altered, or damaged.
· Damage from misuse, mishandling, poor maintenance, or natural disasters (heavy rain, snow, etc.).
· Items lost due to address changes made by customers without authorization.
· Returns showing signs of modification, abuse, or damage beyond normal usage.
Address Change Policy
· Unshipped Orders: Please contact us immediately to update your shipping address before shipment.
· Shipped Orders: Address correction incurs a $21 per box fee.
· We are not liable for lost packages due to incorrect addresses provided by customers.
Exchange Policy
At this time, we do not offer exchanges. If you purchased the wrong item, we provide the following solutions:
1. Partial refund to keep the item.
2. Return the item by contacting customer service for return instructions.
Wrong Item Received
If you received the wrong item, please contact us with the product images, SKU, barcode, and tracking number. You can either:
· Keep the wrong item at a discounted price, or
· Request the correct item or a full refund after returning the wrong item.
Damaged Item Received
If the item arrives damaged, please contact us with images of the damaged item, SKU, and tracking labels. We will offer a replacement or a full/partial refund based on the damage.
Lost Packages
1. Correct Address: If your package is not delivered on time, check with neighbors and the carrier. If it’s still missing, contact us with your order and tracking number for assistance.
2. Wrong Address: AECOJOY are not responsible for packages lost due to incorrect addresses provided by customers.
Price Difference Policy
If the price of an item decreases after your purchase, you can apply for a refund of the price difference within 5 days. Note: This policy does not apply to clearance or holiday sale items such as Black Friday or Cyber Monday.
