Refund policy

1. Return Eligibility & Timeframes

  • Standard Items: You may request a return or exchange within 14 calendar days of receiving your order.
  • Custom or Personalized Items: Bespoke colors, custom sizes, and personalized products are non-returnable and non-exchangeable unless they arrive damaged, defective, incorrect, or otherwise required by applicable law.
  • Order Cancellation: You may cancel your order for a full refund before production begins. Once production has started, the order can no longer be canceled, except where required by applicable law.

Contact us as soon as possible if you need to request a cancellation. This policy does not limit any non-waivable consumer rights provided by applicable law.

2. How to Request a Return or Exchange

  1. Log in to your order page or email info@aassort.com within 14 calendar days of delivery.
  2. Include your order number, the reason for your request, and whether you prefer a refund or exchange.
  3. For damaged, defective, or incorrect items, include clear photos of the artwork and its outer packaging.
  4. Wait for return instructions before sending the item.

Do Not Return to Sender: Do not send the package to the address shown on the original shipping label, as it might be a carrier facility. We will provide the correct return address and instructions after reviewing your request.

3. Return Conditions

For non-quality returns or exchanges, the item must:

  • Be unused and unaltered.
  • Include all original accessories, labels, and components.
  • Be packed in its original packaging or equivalent protective packaging.
  • Be returned according to the instructions provided by Aassort.

Returns sent without prior instructions may be delayed or refused where permitted by applicable law. This does not limit any mandatory consumer rights.

4. Damaged, Defective, or Incorrect Items

Please inspect your order after delivery. Report shipping damage, defects, incorrect items, or a significant discrepancy from the website description within 14 calendar days.

  • Aassort will cover approved return shipping costs.
  • You may choose an appropriate replacement, exchange, or refund.
  • Replacement production typically requires 3–5 business days after approval.

Each fiber artwork is handmade. Minor variations in texture, yarn placement, weaving, and color are natural characteristics of handmade artwork and are not considered defects.

Colors may also appear slightly different because of monitor, screen, and lighting settings. Significant discrepancies should still be reported for review.

5. Change-of-Mind Returns & Exchanges

Change-of-mind returns and exchanges are accepted for eligible standard items when requested within 14 calendar days of delivery.

  • The customer is responsible for return shipping costs.
  • The customer is responsible for any customs duties or fees associated with the return shipment.
  • For an exchange, any price difference or additional reshipping cost will be disclosed and confirmed before the replacement is sent.

We recommend using a trackable shipping service and marking the package as “Returned Goods” where permitted.

6. Refunds

  • We will inspect the returned item after receiving it.
  • We will notify you when the refund is approved or declined.
  • Approved refunds will be issued to the original payment method within 10 business days, or sooner when required by applicable law.
  • Your bank or payment provider may require additional time to display the refund.

If you have not received an approved refund after 10 business days, contact info@aassort.com.

7. Exchanges

Exchanges will be processed after the original item is received and inspected. If the requested replacement is unavailable, we will offer an alternative, provide an estimated availability date, or issue a refund.

8. Return Shipping & Packaging

  • Use a trackable and insured shipping service for all returns.
  • Keep the tracking number until the return is completed.
  • Use the original packaging or equivalent protective materials.
  • Aassort is not responsible for untracked return shipments lost in transit.

9. Customer Service Response Time

We aim to respond to return and exchange requests within 2 business days.

10. Contact & Support

Email: info@aassort.com

Phone: +1 (503) 432-1809