退换货政策（Return & Refund Policy）
Last Updated: September 03, 2025
At AotongDIY, we want every customer to have a positive shopping experience. If you are not completely satisfied with your purchase, please contact us and we will do our best to help resolve the issue.
This Return & Refund Policy applies to purchases made through https://www.aotongdiy.shop/.
1. Company Information
Company Name: 福建遨通科技有限公司（Fujian Aotong Technology Co., Ltd.）
Unified Social Credit Code: 91350111MA33JLLH9P
Website: https://www.aotongdiy.shop/
Customer Service Email: papayawowusu@gmail.com
2. Return Period
Unless otherwise required by applicable consumer protection laws, customers may request a return within 30 days of receiving their order.
To be eligible for a standard return, the product should generally be:
- Unused
- In its original condition
- In its original packaging, where reasonably possible
- Complete with all included accessories, parts, and materials
- Not damaged as a result of customer misuse or improper handling
Certain products may be subject to additional return restrictions as described below.
Nothing in this policy limits any mandatory statutory consumer rights that apply in your country or region.
3. Change-of-Mind Returns
If you simply change your mind about a purchase, you may contact us to request a return within the applicable return period.
For standard change-of-mind returns:
- The customer may be responsible for the return shipping cost.
- The product should be returned in unused and resalable condition.
- Original shipping charges may not be refundable where permitted by applicable law.
- Any refund will be processed after the returned product has been received and inspected.
If local consumer protection law provides a stronger right of withdrawal or return, those legal rights will apply.
For example, eligible consumers in the European Union generally have a 14-day withdrawal period for online purchases, subject to applicable exceptions.
4. Damaged Products
If your order arrives damaged, please contact us as soon as possible after delivery.
Please provide:
- Your order number
- A description of the damage
- Clear photographs of the product
- Photographs of the outer shipping package
- Any other information that may help us investigate the issue
After reviewing the information, we may offer an appropriate solution, which may include:
- Replacement
- Partial refund
- Full refund
- Other reasonable resolution
Where a product is defective or damaged due to circumstances for which we are responsible, we will handle the matter in accordance with applicable law.
5. Incorrect or Missing Items
If you receive an incorrect product or an item is missing from your order, please contact us as soon as possible.
Please provide your order number and photographs of the items received where applicable.
After verification, we may provide:
- The correct product
- A replacement
- A refund for the affected item
- Another appropriate solution
If we sent an incorrect item, we will provide reasonable instructions regarding its return where necessary.
6. Defective Products
If a product is defective, does not function as described, or does not conform to the product description, please contact us.
We may request photographs, videos, or other information to help us determine the nature of the problem.
Depending on the circumstances and applicable law, we may provide:
- A replacement
- Repair where applicable
- A partial refund
- A full refund
- Another legally appropriate remedy
For customers in jurisdictions with mandatory statutory guarantees, this policy does not limit those legal rights. For example, EU consumer rules provide minimum legal protection for defective or non-conforming goods.
7. DIY Products and Craft Supplies
Because many products sold through AotongDIY are intended for DIY, crafting, and handmade projects, customers should carefully check product descriptions, dimensions, quantities, colors, materials, and specifications before purchasing.
Minor variations in color, texture, size, or appearance may occur due to:
- Manufacturing batches
- Screen and display settings
- Lighting conditions
- Material characteristics
- Handmade or semi-handmade production
Such minor variations do not necessarily constitute a product defect.
However, if the product is materially different from its description, significantly damaged, or otherwise defective, please contact us so that we can review the issue.
8. Personalized or Made-to-Order Products
Certain products may be made according to customer specifications or personalized requirements.
Unless otherwise required by applicable law, personalized, customized, or made-to-order products may not be eligible for change-of-mind returns once production has started.
However, if a customized product is defective, incorrectly produced, or materially different from the agreed specifications, please contact us.
Mandatory consumer rights relating to defective or non-conforming products remain unaffected.
9. Non-Returnable Items
Certain products may not be eligible for standard change-of-mind returns where permitted by applicable law.
Examples may include:
- Personalized or customized products
- Made-to-order products
- Products that cannot reasonably be returned for health or hygiene reasons after being opened
- Products that have been used, altered, damaged, or assembled by the customer
- Products specifically identified as non-returnable before purchase
- Digital products or services where applicable
This list does not override any mandatory legal rights that may apply to your purchase.
10. Return Conditions
Before sending a product back, please contact us first.
Do not send products to an address obtained from a third party or from an old order.
We will provide return instructions and, where necessary, the appropriate return address.
Returned products should be securely packaged to prevent damage during transportation.
Customers are responsible for any loss or damage caused by inadequate return packaging where permitted by applicable law.
11. Return Shipping Costs
Change-of-Mind Returns
For a standard change-of-mind return, the customer may be responsible for the direct return shipping cost unless otherwise stated or required by applicable law.
Defective, Damaged, or Incorrect Products
If the product is defective, damaged before delivery, or incorrectly supplied due to our error, we will provide an appropriate remedy and may cover reasonable return shipping costs where applicable.
For EU consumers, the cost of returning defective goods generally falls on the trader under applicable consumer rules.
12. Refunds
Once we receive and inspect an eligible returned product, we will notify you regarding the status of your refund.
If your refund is approved, the refund will generally be issued to the original payment method.
Depending on your payment provider or financial institution, it may take additional business days for the refunded amount to appear in your account.
The actual processing time may vary depending on:
- Payment method
- Bank or card issuer
- Payment processor
- Customer’s country or region
Where applicable law requires a specific refund deadline, we will comply with that requirement. For example, EU withdrawal rules generally require reimbursement within 14 days after the trader is notified of the withdrawal, subject to the applicable rules concerning receipt of the goods or proof of return.
13. Partial Refunds
In certain circumstances, we may provide a partial refund instead of requiring a full return.
This may apply when:
- The product has a minor issue that does not substantially affect its use
- A small component is missing and can reasonably be replaced
- The customer agrees to keep the product after receiving a partial refund
- Another reasonable resolution is appropriate
Any partial refund will be agreed with the customer before processing.
14. Exchanges
If you would like to exchange a product for another product, please contact us before returning the item.
Depending on product availability and the circumstances of the request, we may offer an exchange.
If the requested replacement is unavailable, we may offer a refund or another appropriate solution.
15. Order Cancellation
If you wish to cancel your order, please contact us as soon as possible at:
We will make reasonable efforts to cancel an order before it has been processed or shipped.
Once an order has been processed, packed, or shipped, cancellation may no longer be possible. In such cases, the customer may need to follow the applicable return procedure.
16. International Returns
For international orders, customers should contact us before sending any products back.
International returns may involve additional shipping, customs, or handling requirements.
Customers should not declare inaccurate information on customs forms or attempt to avoid legally required customs procedures.
Where a return is required because of our error, such as an incorrect or defective product, we will work with the customer to determine an appropriate solution.
17. Refunds for Lost or Undelivered Orders
If your order does not arrive within the expected delivery timeframe, please contact us.
We may review:
- Tracking information
- Shipping records
- Carrier information
- Delivery status
- The shipping address provided with the order
If an order is confirmed as lost and we are responsible for the issue, we will work with you to provide an appropriate solution, which may include a replacement or refund.
If tracking information confirms delivery to the address provided at checkout, additional investigation may be required before a refund or replacement is approved.
18. How to Request a Return or Refund
To request a return, exchange, or refund, please email:
Please include:
Order Number:
Customer Name:
Email Address:
Reason for Return/Refund:
Photos or Videos: If applicable
For defective, damaged, or incorrect products, photographs or videos may help us process your request more quickly.
Our customer service team will review your request and provide further instructions.
19. Consumer Protection Rights
This Return & Refund Policy is intended to provide clear and reasonable procedures for handling returns and refunds.
It does not exclude, restrict, or replace any mandatory consumer rights available under applicable law.
Where local law provides consumers with additional rights regarding cancellation, returns, refunds, defective products, warranties, or guarantees, those rights will continue to apply.
For example, eligible EU consumers generally have a 14-day withdrawal right for qualifying online purchases, and EU law also provides legal guarantees for defective or non-conforming goods.
20. Policy Changes
We may update this Return & Refund Policy from time to time to reflect changes in our business practices, products, services, or applicable laws.
The latest version will always be published on this page with the updated date.
21. Contact Us
If you have any questions regarding returns, refunds, exchanges, or defective products, please contact us:
Fujian Aotong Technology Co., Ltd.
Unified Social Credit Code: 91350111MA33JLLH9P
Website: https://www.aotongdiy.shop/
Email: papayawowusu@gmail.com
We are committed to providing a fair, transparent, and customer-friendly return and refund experience.