Refund policy

1. Eligibility & Timeframes

  • General returns: You may return most items within 14 days of receipt for a refund or exchange.

  • EU consumers: You have a statutory right to cancel or return within 14 days (no justification needed).

  • Custom orders (colors/sizes): Non-returnable—no refunds or exchanges on bespoke pieces.

  • Order cancellation: You may cancel any unshipped order at any time for a full refund.

2. How to Request a Return

  • Log in to your order page and submit a return request.

  • Photo Proof Required: To ensure a smooth process, please email us clear photos of the item AND the outer packaging box. This is mandatory to assess the item's condition and is required for insurance claims in case of shipping damage.

  • Do Not Return to Sender: Please do not send the package back to the address on the shipping label (it is often a carrier facility).

  • Approval & Instructions: Once approved, we will email you the correct return address and specific instructions (e.g., marking the package as "Returned Goods").

  • Packaging: Pack your item in its original packaging or equivalent protective materials; returns without proper packaging may be refused. Items returned without prior approval will not be accepted.

3. Return & Exchange Conditions

  • Items must be unused, unaltered, and in original packaging, with all labels and tags attached.

  • Aassort reserves the right to refuse returns or charge a restocking fee if returned items do not meet these conditions.

4. Damages, Defects & Color Disclaimer

  • Inspect your order immediately upon arrival and report defects or damage within 7 days.

  • Handmade Nature & Color Variation: Each fiber art piece is handmade and one-of-a-kind. Slight variations in texture, weaving, or color are inherent characteristics.

  • Monitor Display Disclaimer: Actual product colors may vary slightly depending on your monitor or screen settings. Such variations are not considered quality defects.

  • For quality issues or transit damage (photo proof required): We offer a complimentary exchange. We cover all return and reshipment costs. Replacement items will ship within 5 business days of confirming the original item’s return.

  • For non-quality exchanges: You must return the original item at your expense; once received and approved, place a new order for the replacement.

5. Return Shipping Costs

  • Faulty/damaged/incorrect items: Aassort covers all return shipping costs.

  • Change of mind or non-quality issues: While we covered the initial shipping and customs costs to deliver the order to you, customers are responsible for the return shipping costs and any potential customs duties incurred on the return shipment. We recommend using a shipping method that allows you to mark the package as "Returned Goods" to avoid unnecessary fees.

6. Refunds

  • After we receive and inspect your return, we will notify you of approval.

  • Approved refunds are issued to your original payment method within 10 business days.

  • If you haven’t received your refund within 10 business days of approval, please contact us.

7. Out-of-Stock Handling If your requested exchange item is out of stock, we will offer a refund or notify you of an expected restock date.

8. Return Shipping Risk Please use a trackable and insured shipping method for returns. We are not responsible for items lost in transit if untracked.

9. Custom Products All custom or made-to-order pieces (including bespoke color or size art) are non-returnable and non-exchangeable. (We will take photos and confirm with you before shipping.)

10. Customer Service Response Time We aim to respond to all return and exchange inquiries within 2 business days.

11. Contact & Support

  • Email: info@aassort.com

  • Phone: +852 5749 7959