Refund policy

Returns, Refunds & Order Support

Shopping online should feel simple even when something does not go as planned.

If you need to return an item, report a damaged product, or tell us that something is missing from your order, the Aoxlo support team is here to help.

What Do You Need Help With?

Choose the situation that best matches your order:

  • Changed your mind?
    Return your items within 30 days of receipt free of charge.

  • Item arrived damaged?
    Please report the issue within 14 days of receiving your package.

  • Something is missing?
    Contact us as soon as possible so we can review the shipment.

  • Purchased somewhere else?
    Returns must be handled by the retailer where the product was originally purchased.

For all direct Aoxlo orders, you can reach us at:

support@aoxlo.com

Returning an Item You No Longer Want

Eligible products purchased directly from Aoxlo may be returned within:

30 days from the date you receive the order

Before sending anything back, please contact our support team first.

Send your request to:

support@aoxlo.com

Include:

  • Your order number

  • The product you would like to return

  • A short explanation of why you are returning it

Our team will review the request and provide the relevant return instructions.

Where applicable, we may also provide return-label information.

Please do not send a return without first receiving instructions from our support team.

Return Warehouse Address

After receiving return instructions from our support team, please send approved returns to:

Room 608, Kaiyilian Building, Block 71, Xingdong Community, Xin'an Subdistrict, Bao'an District, Shenzhen

Phone: +86 136 2775 6050

Please include your order number in the parcel or with the return shipment so that our team can process it efficiently.

What Happens After a Return?

Once an approved return has been received and processed, the value of the eligible returned item or items will be refunded.

Please keep in mind:

  • Original shipping charges are not refundable.

  • The refund applies to the eligible merchandise being returned rather than the original delivery fee.

  • Processing requirements may differ for purchases made during certain promotional periods.

Orders Purchased During Special Promotions

Some promotional events may use different return conditions.

This can include periods such as:

  • Black Friday

  • or other limited-time sales and special promotions.

If your order was placed during one of these events, the promotional terms provided at the time of purchase may apply instead of the standard return process.

Please review the relevant promotion details before requesting a return.

If Your Item Arrived Damaged

If you open your parcel and discover that an item has arrived damaged, please let us know within:

14 days of delivery

Contact:

support@aoxlo.com

Use the email subject:

DAMAGED

To help us review the issue, please include:

  • Your order number

  • A clear photograph of the damaged product

  • A short description of what happened

Clear photos and complete order information can help our support team review the request more efficiently.

If an Item Is Missing From Your Package

Sometimes a customer may receive a package and find that an expected item is not inside.

If this happens, contact us as soon as possible.

Send your message to:

support@aoxlo.com

Use the subject line:

MISSING ITEM

Please include:

  • Your order number

  • The name of the missing item

Our team will use the information provided to review the order.

Bought Your Aoxlo Product From Another Store?

This return policy applies to purchases made directly through Aoxlo.

If your product was purchased from another authorized retailer, marketplace, or store, the return or exchange must be handled by that seller.

Please contact the original retailer and follow its return policy.

Aoxlo cannot process a direct return for an order that was not originally purchased through Aoxlo.

Before Contacting Support

Having the right information ready can make the process faster.

For most return or order-related questions, please have the following available:

  • Order number
    This helps us locate the correct purchase.

  • Product name
    Tell us which item the request concerns.

  • Reason for contacting us
    For example: return, damaged item, or missing item.

  • Photos when relevant
    Damage claims should include a clear image showing the issue.

Return Timeframes at a Glance

  • Standard Return
    Contact us within:
    30 days after receiving your order
    For eligible items you would like to return.

  • Damaged Product
    Contact us within:
    14 days after receiving your order
    Please include photographic evidence.

  • Missing Item
    Contact us:
    As soon as possible after delivery
    Include your order number and identify the missing product.

Refund Information

Approved returns are refunded after the return has been accepted and processed.

The refundable amount covers the eligible returned product or products.

Original shipping fees are not refundable.

Any different conditions connected with a special sale or promotion will be governed by the terms of that promotion.

Contact Aoxlo

For help with:

  • Returns

  • Refunds

  • Damaged products

  • Missing items

  • Return instructions

please contact:

support@aoxlo.com

Return Warehouse Address:
Room 608, Kaiyilian Building, Block 71, Xingdong Community, Xin'an Subdistrict, Bao'an District, Shenzhen

Phone: +86 136 2775 6050

Including your order number in the first message will help our team review your request more efficiently.