Refund policy

1. Return & Refund Qualification Criteria

We implement a 90-day free return window, which takes effect from the date you receive your ordered products. Qualified return scenarios are clearly defined as follows:
  • Product Quality Defects: Items that arrive damaged, functionally defective, or delivered with missing components and incomplete accessories.
  • Item Description Discrepancy: Received products that have substantial differences from the official descriptions displayed on our website.
  • Order Fulfillment Errors: Cases of wrong item delivery or missing goods in your completed order.
  • Personal Voluntary Returns: Customers may return items for personal reasons, provided that all products are brand new, unopened, intact, kept in original packaging, and fully resalable. Special Exclusion: Food products, intimate clothing and hygiene goods are non-returnable and non-exchangeable, except for situations with confirmed quality defects.

2. Official Refund Application Procedure

To initiate a return request, please send a formal application email to our official customer service mailbox: service@averong.com. Please standardize your email subject as “Refund - Order No. #XXX” (replace XXX with your actual order number).
Your application email must contain complete supporting information, including your order number, valid contact phone number, detailed return explanation, visual evidence such as photos or videos (if applicable), and your original payment account details.
Our professional team will review your submission promptly. Once your return application is approved, we will send you detailed return guidelines and operation instructions. All valid return applications completed within the 90-day valid period will be fully covered by our return shipping fees.
After we receive and complete quality inspection of the returned parcels, the full refund will be processed and returned via your original payment channel.

3. Critical Return Rules & Restrictions

  • All return applications must be initiated within the 90-day valid period starting from the product receipt date; overdue applications will be deemed invalid.
  • Items returned due to personal reasons must be retained in original, unused and resalable condition as required.
  • Pure subjective personal preferences, including but not limited to inconsistent personal expectations, minor color deviation and similar subjective feelings, are not valid grounds for refund or return.
  • Personal reason returns may be subject to deduction of the original outbound shipping cost.
  • We reserve the right to reject overdue return applications or returns of non-resalable goods, or charge a 30% restocking fee for such unqualified return requests.

4. Inquiry & Dispute Handling Channels

For any inquiries, doubts or disputes regarding return and refund services, please contact our customer support team via the official email: service@averong.com. We will respond to your request in the fastest manner. If relevant issues cannot be resolved through internal coordination, both parties may resort to third-party mediation or legal proceedings for final settlement.