Refund policy
Refund Policy
Ai-Paipai is committed to providing the best shopping experience and service to ensure your satisfaction and trust. We provide the following return and refund policy to protect your rights and interests, and provide after-sale support accordingly.
To be eligible for a return, your item must be:
- Undamaged, still with the original tags, packaging, and stickers attached;
- New and slightly used products;
- In a condition that does not affect secondary sale;
- With no missing accessories or parts;
- Unwashed and unwetted.
The following will NOT be considered defects, and you will not be entitled to a refund:
- Damage due to negligence, user abuse, or incorrect use of the product;
- Damage due to failure to adequately care for the product;
- Damage due to unauthorized alteration of the product;
- Any impact on the principle of secondary sales.
How to Cancel / Modify Your Order
You can cancel your order or change your order information (e.g. specification, model) free of charge within 24 hours of placing your order.
If your order has already been shipped, it cannot be canceled or modified in principle. If you insist on canceling or changing your order, please contact our customer service as soon as possible: lixu@ai-paipai.com.
How to Initiate a Refund / Return Request
- We offer exchanges and do not charge a restocking fee.
- We only accept return/exchange within 30 natural days of the date of receipt.
- To complete your return/exchange, we require an order reference.
- If you receive a defective item, please attach a photo or video of the defect.
- We do not accept return/exchange requests for any human damage.
You need to email your specific exchange or return request to lixu@ai-paipai.com. Our customer service staff will assist you with your request. Once we agree to your request, our staff will send you the specific return address via email.
When Will I Receive My Refund?
Once we have received and inspected your return or received your refund request, we will send you an email to notify you of our confirmation, and notify you of the outcome (approved or denied). If approved, we will process the refund within 14 business days and automatically credit the amount to your credit card or original payment method. Once we process a refund, it may take up to 10 business days for the customer to receive the refund.
If you have not yet received your refund (confirmed acceptance), please check your payment account again and contact your payment company to enquire; it may take some time to be officially posted.
If you have done all of the above and have not received your refund, please contact us via lixu@ai-paipai.com.
For returns and refunds not caused by our fault or without reason, you will be required to bear all shipping costs and customs duties.
European Union 14-Day Cooling-Off Period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without justification. Your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging, with receipt or proof of purchase.
Warranty
Ai-Paipai sells products (excluding accessories) with a 12-month warranty. Customers should contact us to check the problem. When considering a return, we will review each case individually; in some cases we may require further information, such as pictures, to choose the best course of action. If customers receive our confirmation to return the unit, they can return the product directly to our after-sales service.
Any free repair needs to be confirmed with us via customer service. Customers must pay the shipping fees for returning the item accordingly, while we will cover the shipping fees to send the repaired item back to the customer.
The warranty will be void if there is evidence of damage, misuse, or modification by the customer.
Ai-Paipai reserves the right of final interpretation.