Thank you for shopping at Auhand. We want to ensure your satisfaction with every purchase made on our website. Please read our Returns & Refunds Policy carefully to understand your rights and responsibilities regarding returns and refunds.
1. Returns Period
We accept returns within 30 days from the order date. If 30 days have gone by since your purchase, unfortunately, we can’t offer you a refund or exchange.
2. Eligibility for Returns
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging. We only accept returns for products that are still in the same packaging as when the order was received.
3. Returns Process
To initiate a return, please follow these steps:
- Contact our customer service team at [email protected] to request a return authorization.
- Once your return request is approved, you will receive detailed instructions on how to return the item.
- Pack the item securely and ship it back to us using a trackable shipping method. Return shipping costs are the responsibility of the customer.
4. Refunds Process
Upon receiving the returned item and verifying its eligibility, we will process your refund within 3 days. Refunds will be issued to the original form of payment used for the purchase. Please note that shipping fees are non-refundable.
5. Exchanges
If you wish to exchange an item for a different size, color, or style, please follow the returns process outlined above and place a new order for the desired item. Exchanges are subject to availability.
6. Change of Mind
If you have a change of mind about your purchase, you may return the item within the specified returns period for a refund. Please ensure the item is unused and in its original packaging.
7. Faulty Items
If you receive a faulty item, please contact us immediately. We will work with you to resolve the issue by providing a replacement, refund, or other appropriate solution.
8. Damaged Items
If your order arrives damaged, please contact us within the specified returns period. We will arrange for a replacement or refund, depending on your preference.
9. Wrong Product
If you receive the wrong product, please contact us within the specified returns period. We will arrange for the correct item to be shipped to you at no additional cost.
10. Order Never Arrived
If your order has not arrived within the estimated delivery time frame, please contact us for assistance. We will track your order and provide updates on its status. If necessary, we will arrange for a replacement or refund.
11. Cancellation After Ordering
If you need to cancel an order after it has been placed, please contact us as soon as possible. We will make every effort to accommodate your request; however, if the order has already been processed and shipped, it cannot be cancelled.
12. Contact Us
If you have any questions or concerns about our Returns & Refunds Policy, please don’t hesitate to contact us at:
- Address: No. 207 Xuan Dinh Street, Xuan Dinh Ward, Bac Tu Liem District, Hanoi City, Vietnam, 100000
- Phone: +84 878564998
- AU Warehouse: 16/853 Nudgee Road, Northgate, QLD 4013, Australia
- AU Phone: +61 7 3267 0575
- Working Hours: Monday – Friday: 9 a.m. – 6 p.m.
- Email: [email protected]