Returns & Refunds Policy
We provide 10-day returns and refunds service for B2B wholesale customers. Learn about our return conditions, process and time requirements.
1. Return Policy Overview
10-Day Return Period
- 10 calendar days from the date of receiving goods
- Must contact customer service within timeframe to request returns
- Applications beyond the time limit will not be accepted
- Holidays do not affect return period calculation
B2B Wholesale Protection
- Flexible policy specifically for B2B customers
- Support bulk returns and partial returns
- Free returns for quality issues
- Quick processing with priority logistics arrangement
2. Eligible Return Conditions
Conditions Qualifying for Returns
- Manufacturing defects in products
- Functions do not match product description
- Damage during shipping
- Received incorrect product model
- Customer requirement changes
- Incorrect order quantity
- Product does not meet expectations
- Market demand adjustment
- Maintain original packaging and labels intact
- All accessories and documentation complete
- Return request within 10 days
3. Non-Returnable Items
The Following Items Are Not Eligible for Returns
- Products customized per customer requirements
- Special order non-standard specification items
- Personally customized accessories or services
- Electronic products that have been used
- Items with severely damaged packaging
- Missing critical accessories or documentation
- Lithium battery returns must comply with hazardous goods shipping requirements
- Activated software licenses are not eligible for returns
- Clearance items marked as final sale
4. Return Process
Simple 4-Step Return Process
- Contact Customer Service: Contact our customer service team via email or phone, explaining the reason for return. Provide: Order number, product information, return reason
- Get Return Authorization: Customer service will provide Return Authorization (RMA) code and return address after review. Usually processed within 1 business day
- Ship Back Items: Use our provided return label to ship back items, or arrange your own logistics. Recommend using trackable courier service
- Process Refund: After receiving and inspecting items, refund will be processed within 3-5 business days. Refund will be returned to original payment method
5. Refund Information
Refund Time & Methods
- Credit Card Refund: 3-7 business days
- PayPal Refund: 1-3 business days
- Bank Transfer Refund: 5-10 business days
- Product Price: Full refund including wholesale discount
- Shipping Handling: Free for quality issues, customer bears cost otherwise
- Processing Fees: No additional refund processing fees
Important Refund Notes
- Refund amount excludes express shipping fees you selected
- Exchange rate fluctuations may affect final amount received
- Bulk orders support partial refunds, calculated proportionally
- Confirmation email will be sent upon refund completion
6. Returns & Refunds Inquiries
If you have any questions about our returns policy or need to request a return, please contact us:
- Returns Hotline: +64 9 4181998
- Return Request Email: info@aotealink.com
- Monday to Friday: 9:00 AM - 6:00 PM (NZST)
- Urgent return issues: info@aotealink.com
- Return Address: Aotealink International Limited, Returns Department, Unit 10C/17 Albert Street, Auckland Central 1010, New Zealand
- *Please mark RMA number on the package