Return & Exchange Policy

Return & Exchange Policy

To ensure a smooth return and exchange process, please read our policy carefully. All requests must be completed via email to ensure both parties have documented evidence.

How to Return or Exchange an Item

1. Contact Us – Email info@aotujewelry.com with:
   • Your order number
   • The reason for return/exchange
   • A clear unboxing video (if applicable)
2. Approval & Instructions – After approval, we will send the return address and instructions.
   • For quality issues, we cover shipping costs.
   • For size issues, customers are responsible for shipping costs.
3. Return Shipping – Send the item back within 7 days of receiving the return address. Please provide the tracking number to us via email.
   • Important: Returns must be shipped within 7 days after receiving the return address. Requests sent after 7 days will not be eligible for return or exchange.
4. Processing – After receiving and inspecting the item, we will either issue a refund or send a replacement.

Return Eligibility

• Items must be unused, unworn, with tags and in original packaging.
• A receipt or proof of purchase is required.
• Returns must be initiated within 30 days of receiving the product.

Exchange Policy

Scenario 1: Quality Issue (Non-Human Damage)

• We cover all shipping costs.
• A clear, unedited unboxing video is required showing the unpacking process from a sealed package.

Scenario 2: Size Issue

• Customers cover return and exchange shipping costs.
• Items must be in their original, unused condition, with all packaging and tags intact.

Unboxing Video Requirement

To ensure fairness in the exchange process, all requests must include an unboxing video. The video should:

• Be continuous (no cuts or edits).
• Start filming before opening the package.
• Show the product, packaging, and shipping label clearly.
• Include a detailed inspection of the item to verify any defects or damage.

Requests without a valid unboxing video may be denied.

Damages & Issues

Please inspect your order immediately and contact us if:

• The item is defective or damaged.
• You received the wrong item.

We will evaluate the issue and work to resolve it promptly.

Exceptions / Non-Returnable Items

The following items cannot be returned:

• Custom or personalized items.
• Sale items or gift cards.

Please contact us before requesting a return if you have questions about specific items.

Refunds

Once we receive and inspect your return, we will notify you of your refund status. If approved, your refund will be processed via your original payment method within 10 business days.

If more than 15 business days have passed since approval and you have not received your refund, please contact us at info@aotujewelry.com.

By placing an order with us, you agree to the terms outlined in this policy. Thank you for your understanding and support.