Refund Policy
Items can be returned or exchanged within 15 days from the day of receipt.
You can call the post office to arrange a collection or drop off at your nearest post office. You will be responsible for covering the shipping costs to return your item(s).
If you have received incorrect items or damaged items. Please take clear photos and contact our customer service as soon as possible. We will re-ship or refund compensation for you according to the specific situation.
Before sending back the products, please contact our customer service first for return address.
Conditions
For items with no quality issue, please ensure the returned items are unworn, unwashed, undamaged, have the original tags attached and the original packaging. All return requests must be authorized by our customer service team before shipping to our returned address.
For items with quality issue or items are incorrect, please contact our customer service with some clear photos to show the problem. Once confirmed, return address will be send to you immediately.
For below circumstances, customers could contact us for return or refund:
1) Received wrong or damaged item(s)
2) Received faulty item(s)
3) Don’t like the item(s). (We do not reimburse the return shipping cost)
Items that meet the following conditions are not eligible for returns:
1)Personalized embroidery
2)Removed their tags
3)Show signs of use (including but not limited to: evidence of fur, dander, dirt, stains, scratches, odors, etc.)
4)Already washed
5)broken（Vandalism）
6)Buy at a discount of 15% or more (eg clearance items)
7)Received 7 days ago
All returns are thoroughly inspected upon receipt. We reserve the right to refuse refunds for new unused items.
Return Process
Please carefully follow our return process to minimize any delays:
If you want to return, please contact our customer service stating your:
1）Order number
2）SKU number or product name
3）Reason for return
Our customer service team will respond to your request within 24 hours. (In business day)
Please return the items to the return address we provided and send us return proof in the form of the tracking number and a valid return receipt.
Once we have received the returned item(s), we will email you and arrange refund or exchange as requested immediately.
Important Notice
Please do not send your return to the sender’s address on your package. This is not the return address and will affect the processing of your return. You should only send it to the address that our customer service provide to you.
Please make sure you don’t include non-AIXINI items in your return package by accident. We will not be responsible for sending those items back to you.
We are not liable for any return packages that may become lost or stolen in-transit. Please keep your proof of return tracking number when shipping back your returns.
Return address and refund
You will need to send your returning products to our warehouse. Please always Contact Us:service@aixinitoy.com and provide the information. Please DON’T return your package to any address indicated on the shipping label of the package received, we cannot be held responsible if packages are returned to the wrong address.
Refunds will be processed within 24 hours after we receive your package. The refund will be issued to the original payment account that you used to pay for the order. Please be noted that the original shipping fee and insurance fee are non-refundable. We will notify you by e-mail immediately after completing the refund operation on our side. The specific refund arrival time will be determined by paypal or bank processing speed.