Refund & Returns Policy

30-Day Returns

We accept eligible returns within 30 days of delivery.

To be eligible for a return, the item must be unused, in its original condition, and, where applicable, in the original packaging.

For hygiene and safety reasons, opened or used pet-care products, including but not limited to sprays, drops, wipes, grooming products, and other hygiene-sensitive products, may not be eligible for return.

Original shipping charges are non-refundable unless the item arrived damaged, defective, or incorrect, or where otherwise required by applicable law.

Return requests submitted after the 30-day return period may be declined, subject to any mandatory consumer rights that apply to your purchase.

How to Request a Return

To request a return, please email support@aoaex.com with:

• Your order number

• The item(s) you wish to return

• The reason for the return

• Photos of the item, where relevant

Our customer support team will review your request and provide return authorization and shipping instructions.

Please do not ship any item back before receiving return authorization from us.

Returns sent without prior authorization, sent to an incorrect address, or sent cash-on-delivery without prior written approval may be refused.

Return Warehouse and Return Address

Our designated return facility is located in Jiangsu Province, China.

For authorized returns, the current return address is:

Jiangsu Mengou Trading Co., Ltd.
Room 105 (6), Building 1
No. 158 Wengang Middle Road
Tinghu District, Yancheng City
Jiangsu Province, China

Chinese address for carrier reference:

中国江苏省盐城市亭湖区文港中路158号1幢105室（6）

Phone: +1 440-637-4337
Email: support@aoaex.com

This address is also our current registered business address. However, customers must still obtain return authorization before sending a parcel to this address, so that we can identify and process the return correctly.

Please include your order number and any return reference provided by our support team with the parcel.

Return Shipping Costs

Unless the item arrived damaged, defective, or incorrect, or we otherwise agree in writing to cover the return shipping cost, customers are responsible for return shipping costs.

Because returns may be shipped internationally to our return facility in China, return shipping costs vary depending on the country of origin, parcel size, weight, carrier, tracking service, and shipping method.

For a small tracked international parcel, customers should generally expect return postage of approximately:

USD $15–$50

This is an estimated range only and is not a fixed shipping charge.

Larger, heavier, expedited, courier, or special-handling parcels may cost more. The actual return shipping price is determined by the carrier selected by the customer.

Before sending a return, we recommend comparing available postal and tracked shipping services.

We strongly recommend using a trackable shipping method and keeping your shipping receipt and tracking number until your return and refund have been completed.

Some carriers may restrict the international shipment of liquids, sprays, or other regulated items. Please follow the return instructions provided by our support team and confirm that your chosen carrier accepts the item before shipping.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or incorrect, please contact support@aoaex.com within 14 days of delivery.

Please include:

• Your order number

• A description of the issue

• Clear photos of the item

• Clear photos of the packaging where relevant

After reviewing the information provided, we will determine an appropriate resolution.

Depending on the circumstances, this may include a replacement, refund, or another appropriate remedy.

Where the return is required because we sent a damaged, defective, or incorrect item, we will provide instructions regarding the applicable return shipping arrangements.

Please do not dispose of or return the item before receiving instructions from our support team.

Missing Items

If an item is missing from your order, please email support@aoaex.com as soon as possible with your order number and details of the missing item.

We may request photos of:

• The outer package

• The shipping label

• The packaging contents

• The items you received

This information helps us review the shipment and determine the appropriate resolution.

Return Receipt, Inspection, and Refund Processing

Once an authorized return has been delivered to our designated return facility, the following processing timeline normally applies:

1. Receipt of Return
   We will normally register the returned parcel in our system within 1–2 business days after carrier-confirmed delivery.

2. Inspection
   We will normally inspect the returned item within 3–5 business days after it has been registered as received.

3. Return Decision
   After inspection, we will normally notify you by email within 1 business day whether the return has been approved or declined.

4. Refund Initiation
   If the return is approved, we will initiate the refund to your original payment method within 2–3 business days after approval.

Under normal circumstances, an approved refund will therefore be initiated within approximately 7–11 business days after carrier-confirmed delivery of the return.

Business days do not include weekends or public holidays.

Customs processing, incomplete return information, parcels that cannot be identified, carrier delays, or other circumstances outside our reasonable control may extend this timeframe.

Refund Payment Time

Once we initiate an approved refund, it will be sent to the original payment method used for the order.

Your bank, credit card issuer, payment processor, or other financial institution may require additional time to post the refund to your account.

The time required for the funds to appear after we have issued the refund is controlled by your payment provider and may vary.

If the expected payment-provider processing period has passed and you still have not received your refund, please contact your bank or payment provider first.

You may then contact us at support@aoaex.com if further assistance is required.

Refund Amount

Approved refunds generally cover the amount paid for the eligible returned item.

Original shipping charges are non-refundable unless:

• The item arrived damaged

• The item was defective

• The wrong item was sent

• We expressly agree otherwise

• Applicable law requires otherwise

If only part of an order is returned, only the eligible returned item(s) will normally be refunded.

Any discounts, promotional reductions, bundle discounts, or order-level discounts applied to the original purchase may be reflected proportionally in the refund amount.

Returns That May Be Refused

A return may be refused if:

• The return request is submitted outside the applicable return period

• The item has been used, altered, washed, modified, or damaged after delivery

• The item is missing required parts, accessories, labels, or packaging

• A hygiene-sensitive product has been opened or used

• The returned product does not match the product associated with the return request

• The parcel was sent without prior return authorization

• The parcel was sent to an incorrect or unauthorized address

• The parcel was sent cash-on-delivery without prior written approval

• The parcel cannot reasonably be identified or linked to an order

• The return does not otherwise meet the eligibility requirements stated in this policy

If a return is declined after inspection, we will notify you by email.

Where legally permitted, a declined return may not qualify for a refund.

If you ask us to ship a declined item back to you, you may be responsible for the additional shipping cost.

Nothing in this section limits any mandatory consumer rights that cannot legally be excluded.

Refused or Unclaimed Deliveries

If you refuse delivery of an order or fail to collect a parcel without first contacting us and receiving return authorization, the parcel may be returned to the sender, carrier facility, or another logistics facility.

A refused or unclaimed delivery does not automatically qualify for a full refund.

Where legally permitted, reasonable costs resulting from the refused or unclaimed shipment may be deducted from the refundable amount, including:

• Original shipping charges

• Return shipping charges

• Carrier handling charges

• Storage charges

• Customs charges

• Other transportation-related charges

We recommend contacting support@aoaex.com before refusing a delivery.

Duties, Taxes, and Customs Charges

International orders and returns may be subject to customs procedures, import duties, local taxes, brokerage charges, handling charges, or similar fees.

Duties, customs charges, brokerage fees, or taxes paid directly by the customer to customs authorities, government agencies, postal operators, or carriers are generally not refundable by us, unless applicable law requires otherwise.

If sales tax, VAT, or another transaction tax was collected directly by us as part of the original purchase, any refundable portion will be handled in accordance with applicable tax law and the amount eligible for refund.

For customer-initiated returns, the customer is generally responsible for any customs or carrier charges associated with sending the return to China, unless:

• The product arrived damaged

• The product was defective

• We sent an incorrect product

• We agree in writing to cover those charges

• Applicable law requires otherwise

If an unauthorized return, incorrect customs declaration, or failure to follow our return instructions causes customs, brokerage, storage, or carrier charges to be billed to us, those reasonable charges may be deducted from the refund where legally permitted.

When completing customs documentation for an authorized return, please accurately describe the parcel as a returned item/returned merchandise where appropriate and follow the instructions provided by our support team.

Do not declare inaccurate values or descriptions.

Exchanges

If you would like a different item, size, or variant, please contact:

support@aoaex.com

Depending on product availability and the circumstances of your order, we may advise you to return the original item and place a new order.

Return eligibility requirements will continue to apply.

Cancellations

If you wish to cancel an order, please contact us as soon as possible at:

support@aoaex.com

We cannot guarantee that an order can be cancelled after it has entered processing or has been shipped.

If an order has already shipped, you may need to receive the parcel and follow the applicable return process.

Nothing in this section limits cancellation rights that may be available under mandatory applicable consumer law.

Purchases From Other Retailers or Marketplaces

If you purchased one of our products from another retailer or marketplace, please contact that seller or marketplace directly regarding returns, refunds, or exchanges.

The seller or marketplace's applicable return and refund procedures may apply to those purchases.

Contact Us

Our store is operated by:

Jiangsu Mengou Trading Co., Ltd.

Unified Social Credit Code:
91320902MA26F8EF1A

Registered Address:
Room 105 (6), Building 1
No. 158 Wengang Middle Road
Tinghu District, Yancheng City
Jiangsu Province, China

Chinese Address:
中国江苏省盐城市亭湖区文港中路158号1幢105室（6）

Return Facility Country:
China

Email:
support@aoaex.com

Phone:
+1 440-637-4337

Messages are reviewed on business days.

Please allow up to 2 business days for a response.