Return policy

Return & Refund Policy - AERTHIN
This Return & Refund Policy governs all return, exchange, and refund applications for products purchased through the official website of AERTHIN. By placing an order and completing payment on our website, you confirm that you have read, understood, and fully agreed to all terms stated in this policy.
Company Information
Brand Name: AERTHIN
Business Address: Room 10, 35/F, Cheung Kong Center, 2 Queen’s Road Central, Central, Hong Kong
Contact Phone: +852 2522 8136
Official Email: admin@aerthin.com
Last Updated & Effective Date: May 12, 2026
1. General Return & Refund Eligibility
AERTHIN supports customer returns and refunds within a valid time limit under compliant conditions. All return applications must meet the following basic conditions to be approved:
1.1 Customers may apply for a return or refund within 30 calendar days from the date the package is successfully delivered and signed for. Any return application exceeding the 30-day valid period will not be accepted without exception.
1.2 The returned products must be unused, unwashed, undamaged, unaltered, and in original new condition. All original packaging, labels, tags, accessories, and attached documents must be complete and intact, with no man-made damage, missing parts, or personal traces of use.
1.3 Customized, personalized, clearance sale, and final sale products are non-returnable and non-refundable, unless the products have quality problems or delivery errors caused by AERTHIN.
1.4 We reserve the right to reject return applications if the returned goods are damaged, incomplete, improperly used, or fail to meet our return inspection standards after being received by our warehouse.
2. Official Return Process
All return and refund applications must follow the official standardized process. Unofficial returns without prior application will not be accepted:
2.1 Initiate Application: Within the valid 30-day return period, customers shall submit a return request via our official email admin@aerthin.com, providing the order number, product name, quantity, reason for return, and corresponding product photos as required.
2.2 Official Review: Our customer service team will review your return application within 1–3 business days, and reply with return approval results, return address, and relevant operation instructions via email.
2.3 Send Back Goods: After obtaining return approval, customers shall send the products back to the designated return address in accordance with the instructions, and retain the return tracking number and logistics voucher.
2.4 Warehouse Inspection & Confirmation: Our warehouse team will inspect the returned goods within 1–3 business days after receiving the package. After confirming that the products meet the return standards, we will proceed with the subsequent refund process.
2.5 Any return behavior without prior official approval, or random delivery of goods without communication, will be deemed invalid, and we will not undertake refund and return processing.
3. Shipping Fee Responsibility for Returns
3.1 Returns due to customer personal reasons (including but not limited to dislike of style, inappropriate size, unnecessary purchase, personal preference changes): The return shipping fee shall be borne solely by the customer. No shipping fee refund or compensation will be provided by AERTHIN.
3.2 Returns due to official reasons (including product quality problems, wrong delivery, missing accessories, serious product defects): The return shipping fee shall beborne by AERTHIN. Customers can apply for shipping fee reimbursement after completing the return process with valid logistics vouchers.
3.3 For orders enjoying free shipping initially, if the customer returns goods due to personal reasons and the order no longer meets the free shipping threshold, our company reserves the right to deduct the original outbound shipping cost from the refund amount.
3.4 All tariffs, customs duties, and additional handling fees incurred during the return and re-import process shall be borne by the responsible party corresponding to the return reason.
4. Refund Processing & Arrival Time
4.1 After the returned products pass warehouse inspection and are confirmed compliant, we will initiate the official refund procedure within 1–3 business days.
4.2 All refunds will be returned through the original payment channel used for order payment. No third-party account transfer or offline refund is supported.
4.3 The specific refund arrival time depends on the processing rules of the customer’s payment institution, bank, or payment platform. Normally, funds will arrive within 5–10 business days after the refund is initiated.
4.4 AERTHIN is only responsible for initiating the refund in a timely manner. We shall not be liable for fund arrival delays caused by third-party financial institutions, bank system maintenance, or other uncontrollable factors.
5. Rejection & Damaged Goods Handling Rules
5.1 Customer Rejection of Delivery: If the customer unreasonably rejects the package without valid reasons, or rejects delivery due to personal reasons such as unwillingness to purchase, the resulting return logistics loss, customs fine, and other expenses shall be borne by the customer. We will deduct the actual loss cost from the refund amount.
5.2 Damaged or Defective Goods on Arrival: If the product is damaged, defective, or missing parts when the package is delivered, customers shall contact our official customer service within 48 hours after signing for delivery and provide unboxing videos and clear photos for verification. After confirmation, we will provide free replacement, full refund, or partial refund solutions according to the actual situation.
5.3 If the customer fails to feedback product damage problems within the specified time, it will be deemed that the product is delivered in normal condition, and no subsequent return or compensation application will be accepted.
6. Final Interpretation Right & Policy Revision
6.1 This Return & Refund Policy is officially formulated by AERTHIN. The final interpretation right of all terms under this policy belongs exclusively to AERTHIN.
6.2 We reserve the right to update, revise and adjust this return policy according to business development, service optimization and industry compliance requirements. The revised policy will be published on the official website and take effect immediately upon publication.
6.3 Continued use of our website services and continued purchase of our products after the policy update constitutes automatic acceptance of the latest revised terms.
6.4 If any clause of this policy is deemed invalid or unenforceable due to legal and regulatory adjustments, the validity of the remaining clauses shall not be affected in any way.
7. Official Support Contact
For any return, refund, policy consultation and after-sales issues, please contact our official support team:
Email: admin@aerthin.com
Tel: +852 2522 8136
Address: Room 10, 35/F, Cheung Kong Center, 2 Queen’s Road Central, Central, Hong Kong