Refund policy
Thank you for shopping with AiMoonsa.
We truly appreciate your support and are delighted that you chose our products. We are committed to making your browsing, evaluation, and purchasing experience as smooth and enjoyable as possible.
If you experience any issues with an order placed on this website and need to request an order cancellation, return, exchange, or repair service, please contact our customer service team at:
Email: info@aimoonsa.com
Please make sure to contact us first and include details such as your issue and order number so that we can properly assist you.
We are unable to process any return packages sent back without prior communication and authorization.
Order Cancellation
If you would like to cancel your order, please contact our customer service team by email as soon as possible.
1. If you contact us before your order is shipped:
Since most orders are processed and shipped on the same day, please contact us promptly. We will do our best to intercept the shipment before it is dispatched.
For standard products, cancellations made before shipment will incur no fees, and your refund will be processed promptly.
2. If you contact us after your order has been shipped:
In many cases, we are unable to intercept orders that have already been dispatched. In this case, the package will need to be delivered and signed for before being returned by you.
If the package has already been shipped (based on our internal shipping system status, not the order page status), you will be responsible for the return shipping cost.
Returned items must be:
· in good condition,
· returned in the original packaging we provided, and
· accompanied by the original proof of purchase.
Once we receive the returned package, we will process your refund.
30-Day Risk-Free Return & Exchange Policy
Please inspect your order immediately upon receipt. If you find that the item is defective, damaged, or incorrect, please contact us right away so we can evaluate the issue and make it right.
1. Quality-related issues within 30 days
Within 30 days of receiving your product, if there is a quality issue not caused by human factors, including:
· damage,
· defects,
· missing parts, or
· incorrect or missing items,
we will provide free return or exchange service.
2. Returns or exchanges for personal reasons
If the return or exchange is requested for personal reasons, the customer is responsible for the return shipping cost. The exact shipping fee depends on the courier service you choose.
Personal reasons include, but are not limited to:
· you no longer like the product,
· dissatisfaction with the size or weight,
· incompatibility with your other devices, etc.
If the item you received is damaged or incorrect due to our error, you will not be responsible for any shipping costs related to the return or exchange.
1-Year Warranty
All products purchased from the AiMoonsa website are covered by a 1-year warranty and lifetime technical support, so you can shop with confidence.
What is covered under warranty?
If your product develops a fault during the warranty period due to a quality issue and not due to misuse or accidental damage, we may offer one of the following at no additional charge:
· free return service,
· free repair service, or
· replacement with a new product.
What is not covered under warranty?
The warranty does not cover damage caused by:
1. Human factors, natural disasters, or other external causes;
2. Failure to use the product according to the instructions, abuse, or misuse;
3. Any alteration or modification made to any part of the product.
How to Return a Product
If you would like to return a product, please follow the steps below:
Step 1: Contact our customer service team before returning
Please contact our customer service team before sending anything back.
We will reply within 24 hours with return instructions.
Contact Email: info@aimoonsa.com
Step 2: Prepare your return package
After receiving confirmation from our customer service team, please prepare your package and make sure to follow these requirements:
1. Include your order number inside the package.
You may print the order details page or write the order number on a note and place it inside the package.
2. Include the original proof of purchase.
3. Return the product using the original packaging we provided.
4. The product must be in good condition and undamaged
(except for defective items, as applicable).
Please note that damaged items that are not due to product defects may not be eligible for a refund.
Step 3: Send us your tracking number
After shipping the package, please contact our customer service team and provide your return tracking number.
We will track the shipment and process your refund within 5 business days after receiving and inspecting the returned package.
How to Request a Repair
If you would like to request a repair, please follow the steps below:
Step 1: Contact our customer service team before sending the product
Please contact our customer service team before sending your product for repair.
We will reply within 24 hours and provide repair instructions.
Contact Email: info@aimoonsa.com
Step 2: Ship the product to the designated repair address
Please securely pack the product and include your order information.
You may print the order details page or include a note inside the package.
Step 3: Repair timeline
Repair service usually takes approximately 14–45 days.
For updates on the repair progress, please contact our customer service team.
Step 4: Return shipment after repair
Once the repair is completed, we will contact you by email to arrange the return shipment of your product.
Refunds
Once we receive and inspect your returned item, we will notify you whether your refund request has been approved.
If approved, your refund will be automatically issued to your original payment method within 10 business days.
Please note that it may take additional time for your bank or credit card provider to process and post the refund to your account.
If more than 15 business days have passed since your refund was approved and you still have not received it, please contact us at:
Email: info@aimoonsa.com
Important Notice
This policy and the customer service email listed above apply only to orders placed through this website.
If your order was placed through another e-commerce platform or retail store, we will still do our best to help you and provide support whenever possible for a better customer experience.
However, if the issue falls outside of what we are able to handle directly, you may need to contact the platform or store where your order was placed.
We may also try to help coordinate communication between you and the relevant sales channel’s customer service team, but the final service provided will be subject to the policies and service terms of the platform or store where your order was actually placed.
Customs Duties and Cross-Border Shipping
For international returns or exchanges, additional customs duties or import charges may apply depending on your country or region. Please consult your local customs office for more information.