Return&Refund Policy

Order Cancellation

Order cancellation or changes must be processed by contacting customer support within 2 hours of placing the order. After this time, especially if the order is already in the processing stage, we may not be able to fulfill your request. If you cancel your order within 2 hours of placing it, we will process your refund within 3 business days.

Return of Non-Defective Products:

1. You can return non-defective products within 14 days of receiving them, for reasons including:
Customer changed their mind.
Customer ordered the wrong item or SKU.
Customer provided an incorrect shipping address.
The logistics company or local post office deleted the tracking information.
Product compatibility issues.
Products with an unusual odor.
Product color does not match the picture.
Special offer items or gift cards.
Orders with used discount coupons.

If you return an item for any of the above reasons, please contact Auvnex customer support by email with your proof of purchase (order number). However, the goods must be returned in their original packaging, including all accessories and parts, and must be identical to the items delivered. If any item is missing, the return request will be rejected.

Please note that any used or damaged goods will be immediately disqualified from return/exchange and refund.

2. Once your return request is approved, you must ship the product back to the address provided by Auvnex. You will be responsible for the original shipping cost, return shipping cost, and international import duties, which Auvnex will not reimburse and will not provide prepaid return labels, unless the goods were damaged upon receipt. Additionally, a 30% unpacking fee will be charged for any opened item (per item), and a 20% restocking fee will be charged for unopened items returned (per item). All of the above fees will be deducted from the customer's total refund amount.

3. We will notify you of the refund approval status within 3 business days of receiving and inspecting your return. If approved, the refund will be automatically credited to your original payment account within 7 business days. Please note that it may take some time for your bank or credit card company to process your refund. If you have not received your refund after 14 business days of your return request being approved, please contact us.

Returns/Exchanges of Defective Goods

1. You can return/exchange a product if it is found to be damaged. If the product is intact but the packaging is damaged during shipping, such as a dented carton, it is not considered damage. However, if the product itself is defective or physically damaged, it is considered damage.

2. If your item arrives damaged, please contact us by email within 72 hours of receipt, attaching clear photos or videos of the damage. We will inform you within 3 business days whether you qualify for a return/exchange.

Please note that we do not accept returns/exchanges or refunds for wear and tear caused by normal use or damage caused by misuse.

3. Once your return/exchange request is approved, you will need to return the product to the address provided by Auvnex. If the product is indeed defective, we will cover the return shipping costs or provide a replacement.

4. Once your refund request is approved, the refund will be automatically credited to your original payment account within 7 business days. Please note that your bank or credit card company may also need some time to process the refund. If you have not received your refund more than 14 business days after your return request was approved, please contact us.

Refund

All refunds are processed in U.S. Dollar ($USD), the same as the original purchase. Please note that customers are responsible for any fees associated with foreign currency transactions or exchange rates.

If you have any further questions Customer Service Team via email:Treasure.Oasis@outlook.com