Return Policy

Return Window & Return Initiation Process

Our standard return period is 30 days per individual item. This period is calculated from the actual delivery date of the item as displayed on the carrier’s official tracking platform. It does not start from the delivery date of the entire order. We regret that we cannot accept return requests submitted more than 30 days after the item’s delivery date as confirmed by tracking data.

To prevent processing delays or unexpected expenses, always contact our customer service team at support@aihouseshop.com before returning any merchandise. For approved return requests, our customer service team will supply you with a detailed checklist of required images or videos. The checklist will include examples of the specific file types needed, such as a clear photo of the product tag, to streamline the process for you.

Our team will review your case, outline all available options, and provide you with a return authorization number and the correct return address. Do not ship any items without prior authorization. Additionally, do not send returns to the address listed on our website or the original shipping label, as these locations are not designated return centers. Unauthorized returns will be rejected and may impact your eligibility for a refund.

If you are uncertain whether your order or product qualifies for return or replacement, please contact us first. Our team is ready to review your situation and recommend the most appropriate solution.

1. Quality Defects / Shipping Damage

We take full responsibility for resolving quality and shipping-related issues. If your item arrives damaged or with a manufacturing defect, we will work with you to rectify the problem promptly.

Submission Deadline: Contact us within 7 days of the delivery date as verified by the carrier’s tracking information. This timeframe helps us file timely claims with the carrier and provide you with the optimal resolution.

Required Steps

• Provide your order number and a concise description of the issue.
• Upload clear photos or videos that show the defect and the condition of the outer packaging.
• Retain all original packaging materials. This allows us to verify the issue and arrange safe return shipping if necessary.
• For multiple damaged items, submit either a group photo showing all affected products or a single video that clearly documents all issues.

Available Solutions (Based on Your Specific Case)

• Free replacement of damaged components
• Free reshipment of a brand-new product
• Free exchange for another product of equivalent value, based on your preference
• Full refund

Our customer service team will review your case and recommend the most suitable option, allowing you to select the solution that works best for you.

Your Cost: $0

Important Note: Do not arrange for repairs without our prior authorization. We will not reimburse any repair costs incurred if you hire a repair service without obtaining our written approval first.

2. Incorrect Item Shipped

Submission Deadline: Contact us within 7 days of the delivery date as verified by the carrier’s tracking information.

Required Steps

• Provide your order number and a concise description of the error.
• Upload clear photos or videos showing the incorrect item and the condition of the outer packaging.
• Upload clear photos of all labels affixed to the outer shipping cartons.
• Retain all original packaging materials to help us verify the issue.

Available Solutions

• Free reshipment of the correct components
• Free reshipment of the correct product
• Free exchange for another product of equivalent value, based on your preference
• Arrangement for free carrier pickup of the incorrect item
• Full refund

We will discuss these options with you to ensure you select the most convenient resolution.

Handling the Incorrect Item

After our customer service team reviews and confirms your case, we will notify you whether you may dispose of the incorrect item, keep it, or hold onto it temporarily pending carrier pickup. Do not dispose of the incorrect item before verification is completed, as this may affect the final refund amount.

Your Cost: $0

3. Missing Parts / Items

Submission Deadline: Contact us within 7 days of the delivery date as verified by the carrier’s tracking information.

Required Steps

• Provide your order number and a concise description of the missing parts or items.
• Upload clear photos or videos showing the contents of the package and the condition of the outer packaging.
• Retain all original packaging materials to help us verify the issue.
• If parts or accessories are missing, lay out all received components in a single photo as referenced in our example diagram. Additionally, provide photos of the outer carton and shipping label. This helps us accurately identify the missing items.

Available Solutions

• Free reshipment of the missing parts
• Free reshipment of the correct product
• Free exchange for another product of equivalent value, based on your preference
• Full refund

Your Cost: $0

4. Issues Caused by Incorrect Address Information

Submission Deadline: No specific time limit applies.

If delivery fails due to customer-provided information, such as an incorrect or incomplete address, a missed delivery appointment, or the carrier’s inability to contact you, the package may be returned to our warehouse.

Required Steps

Once the package is returned to our warehouse, contact our customer service team to arrange one of the following:

• Reshipment of the package to a corrected address
• Processing of a refund after the returned goods are received and inspected

Available Support

We will assist you with arranging reshipment or processing a refund for the returned items.

Important Notes

• To ensure efficient warehouse operations, returned packages can be stored free of charge for a limited period (up to 14 days). After this period, additional storage fees may apply. Daily storage fees are determined by the package’s volume. Any long-term storage fees incurred due to address or contact issues will be billed to the customer.
• If you do not arrange for reshipment or warehouse pickup of the returned goods within 30 days of notification, the items may be disposed of by the warehouse without prior notice. In this case, the goods are deemed abandoned, and no refund will be issued.
• For larger items shipped via LTL freight, the carrier will contact you to schedule a delivery appointment in advance. Please maintain close communication with the carrier on the scheduled delivery day to ensure timely delivery and avoid delays. Missing a scheduled delivery appointment will result in a re-delivery fee. A first missed appointment will incur a fee of up to 20% of the original order amount. Subsequent missed appointments will be charged the actual re-delivery cost incurred.

Your Cost

• Re-delivery or reshipment fees
• Any additional storage fees for extended warehouse storage
• For the first re-delivery due to a missed appointment or address error: up to 20% of the order total. If the combined re-delivery and storage fee is less than 20% of the order total, you will only be charged the actual incurred cost. For second or subsequent re-deliveries, fees will be based on the actual cost incurred.

5. Change of Mind / Dissatisfaction (Non-Quality-Related Returns)

We understand that a product may not always meet your expectations. In such cases, our team will do its best to assist you in finding a suitable solution.

Submission Deadline: Contact us within 30 days of the delivery date as verified by the carrier’s tracking information.

Required Steps

• Ensure the item is unused, unassembled, and in brand-new condition.
• Retain and use the original packaging for the return. This is a mandatory requirement.
• Provide your order number and a brief reason for the return.
• Upload photos or videos to confirm the item’s eligibility for return:
  • If the package is unopened, photos of the outer carton are sufficient.
  • If the box has been opened but the product has not been removed, keep the product inside the box and take photos of the interior.
  • If the product has been taken out of the box, provide clear, full-view photos or videos of the entire product.

Available Solutions

Once we receive and inspect the returned item, we will process a refund or arrange an exchange according to your preference. We will reimburse all payments you have made, including the original delivery costs. Note that supplementary costs for delivery options other than the least expensive standard delivery we offer are non-refundable.

Your Costs & Responsibilities

• Return Shipping: For non-quality-related returns, such as a change of mind, you are responsible for covering the direct cost of returning the goods.
• Item Condition: You are only liable for any reduction in the item’s value resulting from handling beyond what is necessary to inspect the product’s nature, characteristics, and functionality.

Non-Returnable Items

• Custom-made or made-to-order products
• Items explicitly marked as “Non-returnable” on the product page
• Items that have been fully or partially assembled, disassembled, or installed. Please inspect items carefully before assembly. While returns are accepted for items assembled solely to verify quality, we reserve the right to deduct a restocking fee for diminished value if the item is returned damaged, incomplete, or in a condition unsuitable for resale due to the assembly or installation process.

Important Reminder: Any items returned without prior authorization will not be eligible for a refund and will be refused at the return center.

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Cancellation Policy

Important Note: All order cancellations are subject to handling fees, regardless of the shipment status. These fees cover additional labor costs for warehouse coordination, order processing, and logistics management for shipped items.

Our priority is to provide high-quality products to every customer at cost-effective prices. This commitment requires multi-stage product preparation and inspection processes that take additional time and resources. We appreciate your patience and trust in our procedures.

If you wish to modify your order before it ships, we can update the item at no extra cost instead of processing a cancellation. Note that you will be responsible for any price differences between the original and replacement items.

Please review the following details carefully:

Cancellation Before Payment

1. Log into your “My Account” and navigate to “My Orders”.
2. Click on the order number you wish to cancel.
3. Select “Delete this order” and confirm your cancellation request.

Cancellation Before Shipment

• Within 48 hours of placing the order: 10% handling fee (calculated as 10% of the total order price)
• More than 48 hours after placing the order: 20% handling fee (calculated as 20% of the total order price)

Critical Note: Once an order has been shipped, cancellation is no longer possible.

Cancellation After Shipment Begins

More than 48 hours after placing the order and after shipment has started:

• We will attempt to intercept the shipment.
• If interception is successful: 50% handling fee (50% of the total order price) plus non-refundable shipping costs
• If interception fails: 60% handling fee (60% of the total order price) plus non-refundable shipping costs

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Frequently Asked Questions (FAQ) 1. When will I receive my refund?

Once your refund is approved, we will process it within 2–4 business days regardless of your payment method. We will notify you via email as soon as the refund is processed. We appreciate your patience during this time. If you have any questions or concerns, please feel free to contact us.

• PayPal Payments: Refunds usually appear in your PayPal account immediately after we process them.
• Credit Cards (including Apple Pay, Google Pay, Airwallex): Your bank or card issuer may require additional time to post the refund to your statement. The exact timeline depends on your card issuer’s processing speed and may take up to one billing cycle.
  During the return process, please avoid filing a chargeback with your card company. This may delay the handling of your refund. If you experience unusual delays, contact us for assistance.
• Bank Transfer (Wire Transfer): If you paid via bank transfer, you can choose to receive your refund either to a PayPal account or back to your original bank account.
  For bank account refunds, we will need you to provide the necessary bank details before we can initiate processing. Once we receive your bank information, the refund will be processed immediately. Please monitor messages from our customer service team and provide your bank details promptly to avoid delays.

2. Why is there a return shipping fee for non-quality-related returns?

For returns not caused by product quality defects or shipping damage, we charge a return shipping and handling fee to partially cover the following costs:

• Processing and handling of the returned item
• Warehouse inspection and quality checks
• Repackaging materials and labor
• Restocking and inventory management

These fees help us maintain fair pricing for all customers and ensure that eligible returned items can be safely and properly restocked.

Fee Standards for Non-Quality-Related Returns:

• Return shipping and handling fee: up to 20% of the total order price
• If the original packaging is missing: an additional $59 repackaging fee will be deducted from your refund

3. What if I miss the 7-day or 30-day deadline?

If you contact us after the standard 7-day window for damage/quality issues or the 30-day window for change-of-mind returns, available solutions may be limited. However, you can still reach out to our team, and we will do our best to assist you. Depending on the specific circumstances, we may be able to offer troubleshooting advice, replacement parts, or other conditional solutions.