About

Local BBB:

BBB Great West + Pacific

BBB File Opened:

1/25/2010

Business Started:

4/18/2008

Business Incorporated:

4/18/2008

Type of Entity:

Limited Liability Company (LLC)

Business Management:

Mr. Rudy Mendoza, Customer Service Supervisor

Number of Employees:

150

Licensing information

Additional Information

Refund and Exchange Policy

Millions of customers are happy with our friendly customer service, often because of our simple and easy return & refund policy. Our aim is to make your purchasing experience as simple, convenient, and enjoyable as possible.

All Aosom.com purchases may be returned for any reason within 30 days of date of purchase (return period). Aosom customer service must be contacted within the said return period to obtain a Return Merchandise Authorization (RMA) number. There are no additional cost or fees associated to an RMA, such as restocking fees or processing fees. However, in some cases (discussed below) return shipping may be at the customer’s expense.

If an item is not delivered or arrives in a damaged or otherwise defective state, please contact us within 7 days to submit a claim for an RMA. Aosom may require pictures or video of defective/damaged items to issue a full refund. Once your claim is processed and approved, please allow 5-7 business days for the refund request to be completed. Some financial institutions may take an additional 5-7 business days to return the funds to your account(s), depending on the nature of the financial institution and the original form of payment. If a replacement unit or replacement parts are requested, please be aware that the fulfillment time frame is based on replacement product location & availability, and if the original unit and/or parts are out of stock, alternatives such as a comparable product or partial or full refund may be offered at Aosom LLC’s sole discretion.

Items being returned must be in their original packaging, along with all accessories from the original shipment, and must be shipped back within 14 days after receiving an RMA from the seller for either of the situations below.

• All instances of returns from damaged or defective products are shipped back to Aosom at Aosom’s expense. Aosom may issue pre-paid labels depending on the situation.
• All other returns (buyer’s remorse, canceled orders that shipped before cancelling, ordered the wrong color/size/type, etc.) are shipped back to Aosom at the customer’s expense.

In cases where the customer chooses to provide the return shipping (once an RMA has been given), a tracking number must be provided to Aosom, and it must be confirmed as returned to our warehouse to complete any refund. Please note that it is at the company's discretion to decide if the item may be returned to Aosom. Unauthorized returns (those without a pre-authorized RMA from Aosom LLC) will not be accepted, and any unauthorized return shipping charges incurred by the customer will not be reimbursed.

 

In some exceptional cases, Aosom LLC may not require physical return of the item if the return shipping cost would be excessive, especially if photographic or videographic evidence has been previously provided. In these rare cases, the customer may dispose of the product in the safest, most convenient, most environmentally-friendly manner of their choice: locally certified waste management or recycling services, donation, re-gifting, etc. Please allow 5-7 business days for the refund to be issued once physical return has been waived, we have verified the item has been returned to our warehouse, and/or we have verified with the return shipping carrier the product is being returned. Again, some financial institutions may take an additional 5-7 business days to return the funds to your account(s), depending on the nature of the financial institution and the original form of payment.

See the links below for information on how to contact Afterpay or PayPal regarding their refund processes and procedures. For these and other payment vendors, please contact your financial institution regarding your refund status first before contacting Aosom LLC after the typical 10-14 business day refund period.

Refunds issued for purchases made using Afterpay or Paypal will be refunded to your Afterpay or Paypal account. For more information on Afterpay refund processing please see https://help.afterpay.com. For questions related to your specific Afterpay account or billing, please contact Afterpay Customer Service. For more information on PayPal refund processing please see PayPal Refund FAQ. For questions related to your specific PayPal account or billing, please contact PayPal Customer Service.

 

Business Categories

Online Retailer, Online Shopping, Lawn and Garden, Pet Supplies, Outdoor Furniture, Toys, Home Furnishings, Exercise Equipment, Tools, Outdoor Living