Return Policy

1) How to Contact Us

Please email contact@aihouse.com with:

• Your order number;
• A brief description of the issue;
• Clear photos or a short video showing the problem (if applicable).

We’ll reply with next steps and, when needed, a return authorization and address.

2) Cancellation Policy

All cancellations incur handling fees due to warehouse coordination and processing work. If you only need to modify color/size/address before shipment, we can update the order with no handling fee (you are responsible for any item price differences).

Self-service before payment

• Log in → My Orders → open the order → “Delete this order”.

Before shipment

Once an order has shipped, it can no longer be cancelled as “unshipped”. See “After shipment begins”.

After shipment begins

• We’ll attempt a carrier intercept.
• If intercept succeeds: 50% handling fee + shipping costs are non-refundable.
• If intercept fails: 60% handling fee + shipping costs are non-refundable.

Failed delivery caused by customer actions

If delivery fails due to invalid contact/address or refusal to accept the parcel:

60% handling fee of order total + shipping costs are non-refundable.

3) Return Eligibility & Windows

Inspect items upon delivery. Returns/exchanges are accepted only if all conditions below are met:

• Items are unused and in original packaging with tags and all accessories;
• Request is made within the applicable window (see sections below);
• Return is authorized by AiHouse before you ship back.

4) 14-Day DOA / Damaged on Arrival

If an item arrives broken/defective, contact us within 14 days of delivery and include:

• Photos of the entire parcel, shipping labels, and the damaged area(s);
• Short video if the issue involves function/operation.

If the item is high-value, we may request a return. Please include all original accessories (cables, chargers, batteries, etc.). Missing parts may be deducted.

5) 60-Day Conditional Returns

• Non-defective items: eligible for partial refund of the item price (shipping/insurance non-refundable). You are responsible for all return shipping fees.
• Defective items: see the 14-Day DOA section above (or any category-specific warranty, if applicable). Responsibility for return shipping depends on fault assessment.

After 60 days from delivery: requests for refund/replacement/exchange are not accepted. Please inspect your order promptly.

6) International Returns

If you return an item after receiving it, please note:

• Returns are shipped to our return center in China (overseas warehouses cannot accept returns currently);
• You must arrange and pay for all return shipping costs and any customs clearance fees in your country.

For procedures and documentation, consult your local postal/courier service. We can provide the return address after authorization.

7) How to Return

1. Get authorization: Email contact@aihouse.com for approval and the correct return address. Unauthorized returns will be refused.
2. Pack securely: Include all accessories and original packaging, plus a note with:
   • Order number;
   • Product name / SKU;
   • Short description of the issue.
3. Ship & track: Use the provided return address (not a pickup point). Email the tracking number and receipt to us.

Refund timing: after warehouse inspection confirms eligibility, refunds are issued to your original payment method within 1–5 business days.

8) Optional Shipping Protection

With Protection

• Free replacement if damaged in transit;
• Enhanced packaging (recommended for high-value orders);
• Face-to-face delivery recommended; if the parcel is visibly damaged, you may refuse delivery with no return shipping fee;
• If damage is reported after delivery, we offer a free reshipment or partial refund depending on the case.

Without Protection

• Conditional replacement for transit damage (additional costs may apply);
• Standard packaging;
• If a visibly damaged parcel is refused, return shipping/clearance/handling fees may apply; partial refund limits are lower.

In cases where both parties agree not to proceed with a replacement and you keep the item: maximum refund may be 40% of item price with protection, or 20% without protection (case-by-case).

9) Important Notes

• For international returns: standard postal services often reduce customs brokerage vs. express carriers (DHL/UPS/FedEx). Any import duties/taxes during the return are the customer’s responsibility.
• Transportation costs: once an order has entered the shipping process, all outbound transportation costs are non-refundable (including cancelled-after-dispatch or customer-initiated returns).
• Return inspection: refunds are processed only after verifying the item is unused, in original packaging, and complete with accessories.

By placing an order on aihouse.com, you agree to this Cancellation & Return Policy. We may update this policy at any time; changes will appear on this page.