Return and Refund Policy

At Aenlv, customer satisfaction is always our top priority.

Our dedicated Quality Control and Quality Assurance Teams will inspect your items prior to shipping. Our product quality is guaranteed.

If you are not satisfied with the items you received, we can easily arrange an exchange or a refund for you. We are here to help!

Returns & Exchanges

We’re bummed if you're not 100% satisfied with the items you received, and we gladly accept returns or arrange refund within 60 days of receipt for most items in new condition.

60 Days Returns Guarantee

Customers can contact us within 60 days from the date of receiving item(s) except the Non-Returnable the items. If you have received a defective or damaged or wrong product, please contact us immediately at our Support Center.

Return Conditions

On Aenlv's Responsibility:

Aenlv will be responsible for any faulty, damaged, broken, defective, soiled or wrong items and wrong color items.

Please send us a clear picture or video of the problem, after confirming it is our fault, we will offer you the appropriate solutions for a refund or an exchange.

On Customer's responsibility:

  1. Incorrect order: If the customer has ordered an incorrect product, we can also manage return/exchange for them.
  2. Unwanted or unsatisfied items: If the customers decide that they no longer want the item, they can apply for a return for a refund or exchange. Please note the items should be brand new items, unworn, unwashed and unused if customers need to return them to us.
  3. Products without sufficient proof of purchase
  4. Lost or stolen products
  5. Items that have expired their warranty period
  6. Non-quality-related issues (after 60 days of purchase)
  7. Free products
  8. Repairs through 3rd parties
  9. Damage from outside sources
  10. Damage from misuse of products (including, but not limited to: falls, extreme temperatures, water, and operating devices improperly)
  11. Purchases from unauthorized resellers
  12. The incorrect address information caused the delivery failure of the order.

Note:

On customer's duty, customers will be responsible for paying the return shipping fee and then we can arrange an exchange or refund(not including the original shipping fee).When returning items with a prepaid shipping label provided by Aenlv, Aenlv takes responsibility for any damage or loss incurred in transit. When returning items for non-quality issues, the buyer assumes responsibility for any damage or loss incurred in transit. Aenlv does not provide refunds for items damaged in transit for non-quality-related warranty claims.

Non- returnable items:

We will not accept returns under the following conditions:

  1. Items out of the 180 days warranty time-limit.
  2. Items returned must be in their unused condition with the original packing. We do not accept a returned item that’s worn, damaged or altered in any way.

How to Reach Us

Go to our Support Center and describe the issue in detail, including the return reason, along with your order number and SKU product number. For defective, incorrect or not as the described item(s), please send us a clear picture or video of the problem.

Return steps

  • A. Please click here to contact us within 60 days of receiving the product to request a return. Email: service@aenlv.com
  • B. Our customer service team will confirm the issues and details, and then provide you with the return shipping address.
  • C. Pack your parcel and ship it according to the guide.
  • D. Get a refund or exchange.

Note:

All returns must first be approved by our customer service team.

All returned items must be in brand new condition, unused, unworn, and come with all original tags and their original packaging.

Please only return the items that have been approved by our customer service team, and avoid returning more items or fewer items before providing the new return information to us.

We do not accept returned items that were sent back by you directly without checking with us first.

aenlv.com does not accept C.O.D. deliveries.

Compensation time-frame

For returned items or items for exchange, we will need 3-7 business days upon receiving your item(s) to process the solution.

After this time, the refund time frame is as below:

Paypal account refunds: Up to 48 hours.

Credit card refunds: Between 7-25 business days.

The exact time can vary and is subject to the individual payment provider. Once refunds have been processed, we recommend contacting your payment provider for updates.

If you have any questions, please click here to contact our customer service.

Return Address

If you wish to return the items to the nearest return address, please submit a ticket in your account, our customer service representative will get back to you within 24 hours.

Note: Please do not send your return to the address on your package. That is not our return address and will affect the processing of your return.

Email: service@aenlv.com

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.