Refund policy

We have a 14-day return policy, which means you have 14 days after receiving your item to request a return.

To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

To start a return, you can contact us at aisoonus@gmail.com. Please note that returns will need to be sent to the following address:

3360 Princeton Court
Santa Clara, California 95051
United States
+1 765 714 5384

If your return is accepted, we’ll send you a return shipping label, as well as instructions on how and where to send your package. Items sent back to us without first requesting a return will not be accepted.

You can always contact us for any return question at aisoonus@gmail.com. 

Damages and issues
Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

Exceptions / non-returnable items
Certain types of items cannot be returned, like perishable goods (such as food, flowers, or plants), custom products (such as special orders or personalized items), and personal care goods (such as beauty products). We also do not accept returns for hazardous materials, flammable liquids, or gases. Please get in touch if you have questions or concerns about your specific item.
Unfortunately, we cannot accept returns on sale items or gift cards.

Exchanges
The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.

European Union 14 day cooling off period
Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.

Refunds
We will notify you once we’ve received and inspected your return, and let you know if the refund was approved or not. If approved, you’ll be automatically refunded on your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund too.
If more than 15 business days have passed since we’ve approved your return, please contact us at aisoonus@gmail.com.

Part 1: United States

Eligibility for Return

You may request a return or refund under the following situations:

  • The product arrived damaged or defective.

  • An incorrect product was delivered.

  • The order is missing items or parts.

  • The item does not match the description or photos shown at the time of purchase.

  • The product did not arrive within the expected delivery timeframe.

  • You no longer need the product and it remains unused, in original packaging, and in resellable condition.

  • For fashion items: the size, fit, or material does not meet your expectations.

Return Window

Returns are accepted within 14 days of the delivery date.

Return Shipping Cost

  • If the issue is our responsibility (defect, damage, incorrect item, missing parts):
    AISOON covers the return shipping cost.

  • If the return is due to personal preference (change of mind, sizing issues, no longer needed):
    The customer covers the return shipping cost.

How to Start a Return

  1. Contact our support team at support@aisoon.us or through the Contact Us page.

  2. Provide your order number and a brief explanation of the issue. Photos may be requested for assessment.

  3. After approval, you will receive return instructions and a return shipping label if eligible.

Refund Processing

  • Once we receive the returned item, we will inspect it within 3 to 5 business days.

  • Approved refunds will be issued to the original payment method within 5 to 10 business days.

  • If a return is rejected due to missing parts, damage, or signs of use, we will notify you with documentation and evidence.

Part 2: Mexico

Eligibility for Return

You may request a return or refund under the following circumstances:

  • The product arrived damaged or defective.

  • You received the wrong item.

  • The product does not match the description or images.

  • Items are missing from the package.

  • The product did not arrive within the promised delivery window.

Returns for “change of mind” or sizing/fabric preference are not available in Mexico due to cross-border shipping limitations.

Return Window

Returns are accepted within 14 days of the delivery date.

Return Shipping Cost

  • If the issue is our responsibility (defect, incorrect item, missing parts):
    AISOON covers the return shipping cost.

  • If the issue is not caused by AISOON, returns may not be eligible.

How to Start a Return

  1. Contact us through support@aisoon.us or the Contact Us form.

  2. Provide photos or videos of the issue so our team can verify the problem.

  3. After approval, you will receive instructions on how to return the item.

Refund Processing

  • After the returned package is received and inspected (3 to 7 business days),
    eligible refunds will be issued within 5 to 10 business days to the original payment method.

  • If the return request is denied, we will provide clear evidence and explanation.

Important Notes for All Customers

  • Returned items must be in their original condition unless the return is due to damage or defect.

  • Packages marked as “delivered” but not received may require verification from the carrier.

  • Refunds cannot be issued until the returned item is received and inspected, unless otherwise approved by our service team.

  • AISOON reserves the right to decline returns that show signs of use, missing components, or damage not caused by shipping.