Refund policy

NOTE: This policy applies only to purchases made at aouce.com. If you purchased an AOUCE product on Amazon, you can contact Amazon Customer Service directly for a refund or exchange.

 

We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, and in its original packaging (including all contents, materials, and documentation). You’ll also need the receipt or proof of purchase.

To start a return, please contact our customer service team with your order ID and details about the item you would like to return. Items sent back to us without first requesting a return will not be accepted.

If your return is accepted, we'll send you a return mailing label and return authorization slip, as well as instructions on how and where to send your package. If the return is your fault, you are responsible for the return shipping costs, buying and producing the return label, and PayPal transaction fees. Please note that AOUCE reserves the right to charge restocking fees or deductions from the refund amount if these instructions are not followed or for damaged items.

You can always contact us for any return questions at service@aouce.com.

 

Cancellations

You have a 1-hour window after placing your order to request a full refund. Cancellation after this time will be subject to PayPal transaction fees. Once the order has been packed, or a tracking number has been generated and the order has been sent, the order cannot be canceled.

 

Damages and issues

Please inspect your order upon reception and email us immediately with photographic proof if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

 

Exceptions / non-returnable items

Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.

Unfortunately, we cannot accept returns on sale items or gift cards.

 

Exchanges

The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

 

Refunds

We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded (excluding shipping & handling) on your original payment method. Please remember it can take some time for your bank or credit card company to process and post the refund too.