Refund policy

Refund & Return Policy

Last updated: [23.07.2026]

We value customer satisfaction and strive to resolve every issue fairly, transparently, and in accordance with applicable consumer protection laws. This Refund & Return Policy explains when refunds, replacements, returns, or other after-sales solutions may be available.

1. Refund and Return Requests

If you experience any issue with your order, please contact us as soon as possible.

Unless otherwise stated in this Policy, requests for a refund, replacement, or other after-sales assistance should be submitted within 30 days after the delivery date shown by the carrier's tracking information.

Requests submitted after the applicable claim period may no longer be eligible for after-sales service.

2. Information Required

To investigate your request, we may ask you to provide:

  • your order number;
  • a detailed description of the issue;
  • clear photographs or videos showing the reported problem;
  • photographs of the shipping label and tracking barcode;
  • screenshots of any delivery notifications or correspondence where applicable;
  • a screenshot of your original complaint message showing your name, the date, and the full content of the complaint;
  • any additional information reasonably necessary to verify the claim.

Failure to provide sufficient evidence may prevent us from approving a refund, replacement, or other requested resolution.

 

3. Order Cancellation

Cancellation requests should be submitted as soon as possible.

Orders may be cancelled only before they enter the fulfillment or production process.

If the order has not yet been processed by our fulfillment partner, a full refund may be issued.

Once an order has entered fulfillment, production, or has been shipped, cancellation may no longer be possible.

The following orders cannot be cancelled after production or processing has begun:

  • personalized or custom-made products;
  • print-on-demand (POD) products;
  • made-to-order products;
  • private inventory or specially sourced products;
  • custom packaging orders;
  • photo or video production services.

If we are unable to fulfill your order due to stock shortages, pricing errors, payment verification, or other reasons on our side, any payment received will be refunded to your original payment method.

 

4. Damaged, Defective or Incorrect Items

If your order arrives damaged, defective, incomplete, or different from what you ordered, please contact us within 30 days after delivery.

Please provide:

  • clear photographs or videos showing the issue;
  • photographs of the shipping label and tracking barcode.

Depending on the circumstances and available evidence, we may provide:

  • a replacement product;
  • replacement of missing accessories or parts;
  • a partial refund;
  • a full refund.

Minor cosmetic imperfections that do not affect the normal functionality of the product—including minor scratches, loose threads, slight wrinkles, minor packaging imperfections, or other similar cosmetic variations—may not qualify for a refund or replacement.

Damage to the external shipping box alone does not qualify for compensation if the product itself remains fully functional.

If incorrect color, size, or variation is received but the product remains functional, the available resolution will be determined after reviewing the evidence provided.

 

5. Missing Parts or Accessories

If your order is missing accessories or components, please contact us within 30 days after delivery.

Depending on the missing item and its impact on product functionality, we may:

  • resend the missing accessory;
  • resend the product;
  • provide a partial refund where appropriate.

 

6. Service Products

Certain items, such as custom packaging, photo or video production services, or specialty sourcing services, are provided as service-based products rather than standard physical goods.

For these service products, our ability to offer a refund, replacement, or other after-sales remedy is more limited than for standard physical goods, and in some cases may not be available at all, particularly where:

  • the claim relates to damage sustained during shipping or a shipping delay;
  • the claim relates to product quality and no pre-shipment quality inspection service was purchased for the order;
  • the claim relates to a third-party supplier's product rather than a service we perform directly.

7. Lost Packages

If your shipment appears to be lost during transit, please contact us as soon as possible.

Eligibility for a refund or replacement depends on the shipping method, destination country, carrier investigation, and tracking status.

Because a lost shipment never reaches you, this timeframe is counted from the date the order departs our fulfillment warehouse rather than from a delivery date. For most shipments to the United States, this investigation period generally begins 45 days after the order departs our fulfillment warehouse. This timeframe may be longer for certain shipping methods, product categories, or in the event of customs delays.

Before approving any claim, we may conduct an investigation with our fulfillment partners and shipping carriers.

Where reasonably required, we may request additional documentation, including an official non-delivery confirmation issued by the local postal operator or carrier.

Once the shipment is confirmed to be lost or otherwise qualifies for after-sales resolution, we may offer:

  • a replacement shipment; or
  • a full refund.

 

8. Delivery Delays

Delivery times shown on our website are estimates only and are not guaranteed.

International shipping may be delayed due to customs inspections, transportation disruptions, severe weather, carrier delays, holidays, high shipping volumes, government actions, or other circumstances beyond our reasonable control.

If your shipment has not arrived within the applicable after-sales investigation period for its shipping method and destination, please contact us.

Eligibility for a refund, replacement, or other compensation due to shipping delays depends on:

  • the shipping method selected;
  • destination country;
  • tracking status;
  • investigation results provided by our fulfillment partners and shipping carriers.

Some economy or limited-tracking shipping methods may require longer investigation periods before after-sales solutions become available, and in some cases may not be eligible for after-sales resolution at all, depending on the policies of our fulfillment partners and shipping carriers.

For most shipments within the United States, this investigation period generally begins 45 days after the order departs our fulfillment warehouse.

 

9. Orders Marked as Delivered

If tracking information indicates that your order has been delivered but you cannot locate it, please first:

  • contact the shipping carrier or local post office;
  • verify your shipping address;
  • check with household members, neighbors, reception staff, or building management.

If the shipment still cannot be located, please contact us within 30 days of the recorded delivery date.

Where appropriate, we may request an official non-delivery certificate issued by the local postal operator or carrier before determining whether compensation is available.

 

10. Returns

Due to the international nature of our fulfillment network, customers are generally not required to return products before receiving a replacement or refund unless specifically requested by us.

International return shipping is often expensive, time-consuming, and carries a significant risk of loss or damage during transit.

If a return is required, we will provide detailed return instructions, including the return address and information regarding responsibility for return shipping costs.

Products returned without prior authorization may not be accepted.

Where a return is required, the product must generally be shipped back within 30 days of receipt. Return shipping to our fulfillment partner's warehouse can take an extended period and carries a meaningful risk of loss or damage in transit.

 

11. Customer Responsibilities

Customers are responsible for:

  • providing complete, accurate, and up-to-date shipping information;
  • supplying any required apartment numbers, access codes, or contact information;
  • monitoring shipment tracking;
  • collecting shipments when pickup is required;
  • cooperating with local postal services or carriers;
  • completing customs clearance procedures where required;
  • paying any applicable customs duties, taxes, VAT, or import charges imposed by local authorities.

We are not responsible for delays, failed deliveries, storage fees, returned shipments, or additional shipping costs resulting from inaccurate shipping information, unsuccessful delivery attempts, failure to collect shipments, refusal of delivery, or failure to complete customs clearance.

 

12. Situations Not Eligible for Refund

Refunds, replacements, or other compensation may not be available if:

  • incorrect or incomplete shipping information was provided;
  • the customer ordered the wrong product, size, color, variation, or SKU;
  • the customer changed their mind after purchase;
  • the customer simply no longer wants the product;
  • the customer refuses delivery without a valid reason;
  • the shipment is not collected within the carrier's holding period;
  • customs duties, taxes, or customs clearance requirements are not fulfilled by the customer;
  • the issue results from misuse, improper installation, negligence, unauthorized modification, or normal wear and tear;
  • only the external packaging is damaged while the product itself remains functional;
  • the issue consists solely of minor cosmetic imperfections that do not affect normal product functionality;
  • natural manufacturing variations in color, packaging, branding, appearance, or odor are present;
  • the product substantially matches its advertised description and any variation was disclosed or agreed prior to shipment;
  • the request is based solely on a subjective claim that the product description was inaccurate, where the product substantially conforms to its intended use;
  • sufficient supporting evidence is not provided;
  • the request is submitted after the applicable claim period;
  • the issue results from circumstances beyond our reasonable control as described in the Force Majeure section.

13. Chargebacks

If you experience any issue with your order, we encourage you to contact our customer support team before initiating a payment dispute or chargeback.

Most issues can be resolved more quickly through our normal support process.

Nothing in this Policy limits any rights you may have under applicable law to contact your payment provider or initiate a chargeback where legally permitted.

 

14. Review of Claims

Every refund, replacement, or other after-sales request is reviewed individually.

When evaluating a claim, we may consider:

  • the evidence provided by the customer;
  • shipping carrier tracking information;
  • warehouse processing records;
  • product inspection records;
  • fulfillment partner information;
  • shipping provider investigation results;
  • any other relevant information reasonably available.

After completing our investigation, we may approve or deny the requested remedy where permitted by applicable law.

 

15. Force Majeure

We are not responsible for shipping delays, fulfillment interruptions, or failures resulting from circumstances beyond our reasonable control, including but not limited to natural disasters, severe weather, floods, earthquakes, fires, pandemics, epidemics, war, terrorism, civil unrest, government actions, customs inspections, transportation disruptions, carrier interruptions, labor disputes, supplier interruptions, postal service failures, or other events that could not reasonably have been anticipated or prevented.

 

16. Consumer Rights

Nothing in this Policy limits, excludes, or waives any mandatory consumer rights or remedies available under applicable law.

 

17. Contact Us

If you have any questions regarding this Refund & Return Policy or wish to submit a refund, replacement, or return request, please contact us.

Email: [aeste.store1@gmail.com]