Refund policy

About Order Changes and Cancellations

Orders can be modified or canceled before shipment; once shipped, please follow our 14-Day Return Policy upon delivery. Please carefully verify all order details, including size, style, and quantity, before completing your purchase.

※ Please note: Even pre‑shipment cancellations are subject to a non‑refundable 5%‑7% payment‑processing fee charged by the third‑party payment provider, which will not be included in your refund.

14-Day Customer-Initiated Return & Exchange Policy

We accept customer-initiated returns and exchanges within 14 calendar days after you receive the item for personal reasons, including but not limited to improper size, unsatisfactory style, color difference with the picture, and personal preference issues.

Policy Rules:

All shipping fees for customer-initiated returns or exchanges shall be borne by the customer.
Customer-initiated exchanges: Customers bear return shipping fees. A standard outbound shipping fee of $5.9 applies. No extra handling fee for the first exchange; a 20% product handling fee (based on item price) will be charged starting from the second exchange.
Customer-initiated returns: Customers bear return shipping fees. A 20% product
handling fee of the item price will be deducted from refunds. Shipping fees are non-refundable.
Refund Calculation Formula: Total Refund =Order Price − 20% Restocking Fee − 5%~7% Payment Processing Fee − Original Outbound Shipping Fee (if applicable).

30-Day Quality Defect Return & Exchange Policy

For quality problems, product defects, shipping errors, or missing accessories caused by our store (non-customer reasons), we support free returns and exchanges within 30 calendar days after delivery.

Policy Rules:

Product replacement and refund services are completely free of product fees.
The return & Exchange shipping fee for quality-related returns shall be borne by merchant.
Customers must contact our support team and provide clear pictures or videos of the defective part for verification before returning the goods.

90-Day Quality Warranty Exchange Policy

Since our store's products are high‑frequency‑use items, we offer a 90‑day quality warranty for all products. If non-human damage, fabric aging failure, structural damage, boning breakage and other quality problems occur during normal use within 90-day after purchase, we support free product exchange service.

Warranty Notes:

This warranty only applies to quality issues caused by product craftsmanship and materials, excluding damage caused by human factors, improper washing, violent use, and accidental collision.
Warranty service is limited to product exchange, and no cash refund will be provided.
Customers need to bear the round-trip shipping fees for warranty exchange.

General Return & Exchange Eligibility Conditions

All return and exchange applications must meet the following conditions, otherwise we reserve the right to reject the application:

The item is only tried on indoors, unworn, unwashed, unaltered and undamaged. These terms apply to the 14-Day Customer-Initiated Return & Exchange Policy.
All original tags, labels and accessories are completely retained and not cut off or torn.
No peculiar smell, stains, pet hair, wear marks or other usage traces on the product.
Return within the valid time limit and complete the verification process as required.

Ineligible Return & Exchange Situations

We do not accept returns, exchanges or warranty services under the following circumstances:

Items exceeding the valid return, exchange or warranty period.
Products that have been washed, dyed, modified, repaired or worn for daily use.
Damage, dirt or odor caused by improper customer storage and use.
Removed, damaged or lost original product tags and accessories.
Discounted clearance items, special promotional items and customized items (unless there are quality defects).
Failure to provide valid defect proof or order information as required.

Return & Exchange/Refunds Process

Contact our customer service via email within the valid period and submit your order number, problem description and corresponding picture/video proof.
We will verify your application within 1-5 business days and inform you of the follow-up processing plan and return address.
Send back the product as required and bear the corresponding shipping fee.
After we receive and inspect the returned item, we will complete the refund or exchange arrangement within 3-15 business days.
If approved, you’ll be automatically refunded on your original payment method within 15 business days.

For customer-initiated returns or order cancellations, the total refund amount will exclude third-party payment processing fees (5%–7%, depending on the payment method), as these fees are non-refundable by third-party payment gateways.

To start a return, you can contact us at info@asavue.com. You can always contact us for any return question at info@asavue.com.

About Inquiry & Email Notification

All official replies, return/exchange confirmations and warranty notifications will be sent via our official customer service email(info@asavue.com,orders@asavue.com). Please check your email inbox regularly and set our domain as a trusted contact to avoid missing messages due to email interception. We are not responsible for failed message reception caused by customer email setting problems.

Damages and issues

Please inspect your order upon reception and contact us immediately if the item is defective, damaged or if you receive the wrong item, so that we can evaluate the issue and make it right.

European Union 14 day cooling off period

Notwithstanding the above, if the merchandise is being shipped into the European Union, you have the right to cancel or return your order within 14 days, for any reason and without a justification. As above, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You’ll also need the receipt or proof of purchase.