Return & Refund Policy

If you are unhappy with your purchase, as long as you contact us within 30 days of the receipt of the item, we will process your return/exchange request. Any request after 30 days will not be honored. Please make sure to contact us by emailing cs@aiwenlighting.com first.

Return & Exchange Conditions

  • Items returned without authorization will not be accepted.
  • Items must be returned within 30 days after you receive them.
  • All items must be in the same condition that you received them, unworn or unused, with tags, and in their original packaging. The receipt or proof of purchase needs to be provided as well.
  • When returning or exchanging items, customers must use a shipping method that can provide tracking information.

Non-returnable items

  • Damage/Loss caused by customers is non-refundable.

General Return Process

  • Initiate a return: Please email us at cs@aiwenlighting.com with photos and/or videos of the items and let us know your order number. Our customer service staff will determine your return request eligibility within 3 business days.
  • Ship the item back: If your return request is eligible and accepted, we’ll send you the return shipping label with the address, as well as instructions on how and where to send your package (Note: Items returned without authorization will not be accepted).  We recommend that you send your return/exchange in a shipping method we provided because we will not be responsible for lost return/exchange.
  • Refund or exchange: After confirming to successfully received the return/exchange items, the items inspection and refund process will begin, and the total refund processing time will be 3-5 working days after successfully receiving the back items. After a refund, an email can be received.
  • If your return request is refused, an email with detailed reasons will also be given within 3 business days after your application. Any doubts please contact us at cs@aiwenlighting.com.

Return Charge

  • If the return is due to our problems (such as incorrect products, or quality problems of products), free return services are provided and a full refund can be obtained.
  • If the return is due to the buyer’s problem (such as: don’t like/need the item or ordered the wrong product/size), the buyer should bear the return freight.
  • No restocking fee is to be charged to the consumers for the return of a product.

Refunds

  • Once your returned item is successfully received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be issued using the original payment method. The total refund processing time will be 3-5 working days after the back items are successfully received.
  • If you haven’t received it after the refund within 3-5 working days, please check your bank account again or contact your bank or credit card company.   Maybe some time is needed before it an officially posted.   If you’ve done all of this and still have not received your refund, please contact us at cs@aiwenlighting.com.

Please Note: The original shipping cost isn't refunded.

Order Cancellations

  • We can cancel the order for you if you contact us in time after your purchase. If your payment is finished and the parcel has not been shipped out, you can cancel your order anytime. And a full refund can be sent.
  • Orders can not be canceled once the parcel is shipped out.



Email: cs@aiwenlighting.com

Tel: +1 706-588-9466