RETURN & EXCHANGE POLICY

Return Conditions and Process

Return Conditions: All returned items must be unused and in their original packaging, including manuals, accessories, cables, etc.

Return Request Timeline: Return requests must be made within three days of receipt by phone or email.

Return Shipment: Items must reach our warehouse within ten days of the return request; late returns will not be accepted.

Return Authorization: When returning goods, the package must clearly display the Return Authorization (RMA) number, provided by our customer service during the return process.

Carrier Recommendation: We recommend using a carrier that offers package tracking and insurance to ensure the safe arrival of your package. If you choose a postal service without tracking, We cannot guarantee receipt of goods.

Fees and Deductions

Refund Process: Upon receipt and inspection of the returned items, if they meet the return conditions, a refund will be processed. Refunds will be issued within 5 business days.

Non-Refundable Charges: No shipping charges, handling fees, or credit card processing fees from the original order will be refunded. Processing fees may not exceed 5% of the original order amount.

Restocking Fee: We may charge a restocking fee up to 25% of the returned item's cost at our discretion.

Coupon or Voucher: If a coupon or voucher was used on the returned item, the corresponding amount will be deducted from the refund, and the used coupon or voucher will be voided.

Product Exceptions to Return Policy

Customized Products: The return policy excludes customized products, including but not limited to items with unique graphics, personalized color panels, or special orders. Customized products are not eligible for returns. If you have questions about whether a product qualifies for return, please email us at service@aomdisplays.com.

To ensure the quality and performance of the exhibition items (aluminum tubes, fabrics) during use, we conduct a pre-assembly and inspection before shipment. This process may leave slight pre-assembly verification marks, which are normal and indicate that the product has undergone rigorous testing and meets all usage requirements.

Shipping Costs

Defective Products: If the return is due to a product defect, We will cover the return shipping costs.

Non-Defective Products: For returns not due to product defects, the customer is responsible for the return shipping costs.

Return Regulations for Custom Products

Custom Orders: Custom product orders, including but not limited to custom graphics and special order items, are excluded from the standard return policy. These items are non-refundable and non-returnable, as they are made specifically to meet individual customer specifications. This also applies to bulk orders of custom products.

Return Acceptance: Returns for custom products are only accepted if the item has a proven defect or issue and is approved by the platform. In such cases, the item must be returned in its original condition, and any claims must be made within 7 days of delivery.

Bulk Orders

Customized Product Policy: Bulk orders of custom products are subject to the same policies outlined under the Custom Orders section.

Defective Items Only: For bulk orders, returns are limited to items with verified defects. If only a portion of the items are defective, the return will apply only to those specific items. Defective items are defined as those with manufacturing flaws or damage incurred during production. We kindly request the opportunity to inspect and verify any reported defects before processing returns or replacements.

Order Cancellations: Cancellations of bulk orders are conditional. If production or material procurement has already started, a cancellation fee will be applied to cover the costs incurred. The remaining balance will be refunded once we’ve accounted for all production-related expenses and materials.

Damages or Issues: For issues such as manufacturing defects, customers must notify us within 7 days of delivery. We will work with the customer to repair, replace, or refund only the defective portion of the order at our discretion.

Claim Process

Claim Timeline: Claims must be made within 24 hours of receiving the item; claims made after 24 hours will not be accepted.

Claim Submission: Claims should include approved proof and a record of any discrepancies with the received item, sent via email.

Product Care Guide

Storage Guidelines: All printed graphics should be stored carefully with the graphic side facing outward to prevent any damage or creasing. Failure to follow these storage guidelines may result in damage to the graphics, and we will not be held responsible for such issues.

Final Sale Statement

Final Sales: All graphics and custom products are considered final sales with no warranties or refund periods. For inquiries, please email service@aomdisplays.com.

Return Process

Standard Return Conditions:

Return Eligibility: Orders can be returned within three days of receipt. Requests for returns beyond three days will not be accepted.

Return Steps:

1. Notify Intent: To initiate a return, please contact us via email at service@aomdisplays.com. Include your order number, a description of the issue, and detailed photos. Photos assist us in diagnosing the problem and determining the best solution.

2. Response and RMA: Our Customer Support team will promptly respond to your email with the next steps. If your merchandise is eligible for return, you will receive instructions for the return shipment, along with an RMA number and document via email.

3. Package Return: Please ensure your return is carefully packed with all parts, accessories, cases, straps, protective packaging, etc. Include the printed RMA document inside the package. The RMA number must be clearly visible on the outside of the package. For optimal visibility, print the RMA number in large font and securely tape it to the outside.

4. Ship Return: Ship your return using your preferred carrier to our address as specified on the RMA document. We recommend using a carrier that provides tracking or insurance to ensure delivery.

5. Processing Return: Once we receive and inspect your returned goods, we will complete the RMA process by issuing your refund or exchange. Refunds will be processed within 5 business days.