We ship only within the 48 contiguous United States. We do not ship to Alaska, Hawaii, US protectorates (e.g., Puerto Rico), P.O. boxes, or APO/FPO addresses.
With warehouses on both coasts, we are able to reach most of our customers within a 3-business day timeframe. Occasionally a warehouse is out of the product and the warehouse further from you will have to fulfill the order which could make the ETA up to 6 days. Some of our larger product (such as outdoor furniture sets) is best shipped via LTL (Less than Truck Load) freight to best ensure safe delivery, and once the shipment arrives, FedEx will require an appointment to deliver the order, so please include a phone number in your order you can be reached at. Someone must be present to take delivery of LTL shipments and sign for the delivery (drivers only offload the product into the driveway; any additional help by the driver will require an additional charge).
Please double check the delivery address prior to ordering to ensure your package reaches its intended location. We can only ship your order to the address given to us in your order at the time you checkout. If you contact us with a change of address and we haven’t processed the order yet, we can make the change. If the order has already been processed and is on the FedEx truck (even though the order doesn’t show shipped in the marketplace), or has movement on FedEx.com, you only need to create an account on fedex.com/us/delivery, and you will be able to redirect your package(s).
We try to process orders within one business day (excluding Sat, Sun and holidays) whenever possible, so if you cancel the same day, we should be able to keep the order from shipping and your refund will be processed within 1-2 business days.
If you cancel and the product has already shipped, we will attempt to have the carrier RTS (Return To Shipper) the product back to us, but this is not always successful and we will need for you to monitor the tracking to refuse the product if they try to deliver. Once the item is confirmed en route back to us, your refund will be processed within 2-3 business days. Please note: Once we have processed your refund, it may take your financial institution an additional 3-7 business days to return your funds to you.
Millions of customers are happy with our friendly customer service, often because of our simple and easy return & refund policy. Our aim is to make your purchasing experience as simple, convenient, and enjoyable as possible.
All Aosom.com purchases may be returned for any reason return within 30 days of date of purchase (from date of receipt). We are extending the return period for Christmas purchases.All orders placed between November 1, 2024 and December 31, 2024 have until January 31, 2025 to be returned. Aosom customer service must be contacted within the said return period to obtain a Return Merchandise Authorization (RMA) number. There are no additional cost or fees associated to an RMA, such as restocking fees or processing fees. However, in some cases (the customer's own reasons) return shipping may be at the customer’s expense.
How can I return a product?
· On-call pickup
If you'd like us to arrange for the item(s) to be picked up, please contact our customer service to arrange a pickup. Please note that a collection fee will apply, which will be deducted from your refund. The exact cost will be provided when we schedule the pickup with you.
· Self-Return
If you choose to return the product/order yourself, you can use any carrier you prefer. However, in this case, please be sure to provide us with the tracking number and the name of the carrier, so that we can track the status of the returned item in a timely manner. The return shipping fee incurred by this return method will be borne by you.
Additionally, if there are any quality issues with the returned product, please contact our customer service representatives first and do not return the item yourself.
If an item is not delivered or arrives in a damaged or otherwise defective state, please contact us within 7 days to submit a claim for an RMA. Aosom may require pictures or video of defective/damaged items to issue a full refund. Once your claim is processed and approved, please allow 5-7 business days for the refund request to be completed. Some financial institutions may take an additional 5-7 business days to return the funds to your account(s), depending on the nature of the financial institution and the original form of payment. If a replacement unit or replacement parts are requested, please be aware that the fulfillment time frame is based on replacement product location & availability, and if the original unit and/or parts are out of stock, alternatives such as a comparable product or partial or full refund may be offered at Aosom LLC’s sole discretion.
Items being returned must be in their original packaging, along with all accessories from the original shipment, and must be shipped back within 14 days after receiving an RMA from the seller for either of the situations below.
- All instances of returns from defective or not as described products are shipped back to Aosom at Aosom’s expense. Aosom may issue pre-paid labels depending on the situation.
- All other returns (buyer’s remorse, canceled orders that shipped before cancelling, ordered the wrong color/size/type, etc.) are shipped back to Aosom at the customer’s expense.
In some exceptional cases, Aosom LLC may not require physical return of the item if the return shipping cost would be excessive, especially if photographic or videographic evidence has been previously provided. In these rare cases, the customer may dispose of the product in the safest, most convenient, most environmentally-friendly manner of their choice: locally certified waste management or recycling services, donation, re-gifting, etc. Please allow 5-7 business days for the refund to be issued once physical return has been waived, we have verified the item has been returned to our warehouse, and/or we have verified with the return shipping carrier the product is being returned. Again, some financial institutions may take an additional 5-7 business days to return the funds to your account(s), depending on the nature of the financial institution and the original form of payment.
See the links below for information on how to contact Afterpay or PayPal regarding their refund processes and procedures. For these and other payment vendors, please contact your financial institution regarding your refund status first before contacting Aosom LLC after the typical 10-14 business day refund period.
Refunds issued for purchases made using Afterpay or Paypal will be refunded to your Afterpay or Paypal account. For more information on Afterpay refund processing please see https://help.afterpay.com. For questions related to your specific Afterpay account or billing, please contact Afterpay Customer Service. For more information on PayPal refund processing please see PayPal Refund FAQ. For questions related to your specific PayPal account or billing, please contact PayPal Customer Service.
This limited warranty applies to products purchased from Aosom and its sub-brands: Outsunny, HomCom, Soozier, Qaba, PawHut, Vinsetto, Kleankin, Durhand (collectively “Aosom Products”). Aosom reserves the right to provide the sole discretion on warranty coverage and availability as considered in a case by case basis.
What does this limited warranty cover?
This warranty covers any defects in material or workmanship in all new Aosom products (as covered by this warranty). Only products sold by an authorized merchant, retailer or through official marketplace transactions are covered. Some third-party marketplace retailers may include additional warranty terms that supersede this warranty or are in addition to the terms stated here.
What will we do to correct problems?
Upon granting a Return Merchandize Authorization (RMA), All RMAs may receive replacement parts, a complete replacement unit, a partial or full refund (if inventory is not available for a replacement) at the sole discretion of Aosom LLC and will conform to the requirements and policies of the marketplace the sale was conducted on, including any third-party warranty requirements that may apply as well as state and national consumer protection laws. Aosom will pay for shipping any parts or the replacement item to you and may pay for return shipping of any defective or damaged products if Aosom requests the item be returned to Aosom.
How long does the coverage last?
Unless otherwise stated, all products have a 1 year warranty that begins on the date of purchase.
What does this limited warranty not cover?
This warranty does not cover any problems caused by (a) misuse of the product, including commercial use, accidents, abuse, inclement weather, acts of nature, neglect, heat and humidity or (b) modification or any misuse contrary to the intended uses of the product, (c) damage caused by other equipment or (d) consequential damage, incidental damages or any costs related to construction, setup and assembly as incurred by 3rd party involvement. This limited warranty applies only to hardware products licensed and sold by Aosom LLC, any manuals, media or documentation are licensed and warranted where applicable pursuant to separate written agreement.
What you have to do for warranty service:
Aosom will not provide any warranty coverage unless the claim is in compliance with all terms of this warranty statement and the proper return process and procedures are followed. To request warranty service, contact Aosom directly. This notification must be made to Aosom about warranty service and must be made within the warranty periods, any communication past the milestone marks of the warranty (30 day mark and 365 day mark) are not covered by this warranty.Your identity and order information will be collected and the warranty verified as a valid purchase by an Aosom representative. Once Aosom determines that warranty service is required, you may be prompted for additional information or required to decide upon competing alternatives for resolution. Damaged or defective products returned to us must be properly packaged in the original packaging and shipped with the pre-paid shipping label provided by Aosom.
How does law apply?
The laws of Oregon, USA, govern this limited warranty which give you certain rights, you may also have additional rights that vary from state to state. Additionally, Aosom is in compliance with hazardous materials notification laws of California, USA. This limited warranty does not affect any additional rights you have under laws in your jurisdiction governing the sale of consumer goods, including those provided by the Magnuson-Moss Warranty Act.
