Return Policy
30-Day Satisfaction Guarantee
At Ao Skincare, your satisfaction is our top priority. We want you to love our products and feel confident in your purchase. So if for any reason you are not completely satisfied with your Ao Skincare product, you may return it—even if it has been opened and used—within 30 days of the purchase date for a full refund of the product price.
This guarantee applies only to products purchased directly from our online store.
To initiate a return under this guarantee, please contact us at onlinestore@aoskincare.com with your order number and reason for return (optional).
All returns require a Return Authorization Number (RAN). We will supply you with an authorization number, which must be clearly written on the outside of the return package.
Your order includes a prepaid Return Shipping Label that can be used for returns under this guarantee. Simply affix the label to your package, include the RAN, and ship it back to us.
If the included label is missing or unusable, we can provide a new one upon request.
Refunds will be processed to your original method of payment once we receive and inspect the returned item. Please allow 10-14 days for processing.
Original shipping charges are non-refundable. Return shipping is covered when using the provided prepaid label.
Empty containers or products returned after significant use may be subject to review, but we strive to honor this guarantee whenever possible.
Any product issues (such as defects, damage, or allergic reactions) must be reported within 7 days of delivery for priority handling.
Standard Return Policy (Unopened Products)
For unopened and unused products that do not qualify under our Satisfaction Guarantee (e.g., change of mind without trying the product), we offer a shorter return window to maintain product integrity.
To be eligible for a return, your item must be unopened, unused, and in the original packaging and condition as received.
We accept return requests for unopened items within 14 days from the date of purchase/delivery.
If more than 14 days have passed since your purchase, we unfortunately cannot offer a refund or exchange under this policy.
To initiate a return, please contact us at onlinestore@aoskincare.com with your order number.
All returns require a Return Authorization Number (RAN). We will supply you with an authorization number, which must be clearly written on the outside of the return package.
Your order includes a prepaid Return Shipping Label that can be used for returns. Affix the label to your package, include the RAN, and ship it back to us.
If the included label is missing or unusable, we can provide instructions for alternative shipping (return shipping costs may apply for unopened returns).
Refunds will be processed to your original method of payment once we receive and inspect the returned item. Please allow 10-14 days for processing.
Original shipping charges are non-refundable. Return shipping is covered when using the provided prepaid label.
Certain situations may result in only an exchange or partial refund:
Items not in original condition, damaged, or missing parts (for reasons not due to our error).
Items returned after the 14-day window.
Refunds (Applies to Both Policies)
Once your return is received and inspected, we will email you to confirm receipt and notify you of the approval or rejection of your refund. We may also inform you if any administrative or restocking fee will be deducted (e.g., for handling or if the product is not in resellable condition). If approved, your refund will be processed to your original method of payment within 10-14 business days (depending on your payment provider). Note: Our Satisfaction Guarantee takes precedence for eligible returns (opened/used products within 30 days). The Standard Return Policy applies only to unopened items or as a fallback where the Satisfaction Guarantee does not qualify. We reserve the right to refuse returns that appear abusive or fraudulent, or that are shipped without a valid Return Authorization Number.
Late or missing refunds
If you haven’t received a refund yet, first check your bank account again. Then contact your credit card company, it may take some time before your refund is officially posted. Next, contact your bank. There is often some processing time before a refund is posted. If you’ve done all of this and you still have not received your refund yet, please contact us at onlinestore@aoskincare.com
Sales items
Only regular-priced items may be refunded. Unfortunately, sale items cannot be refunded.
Exchanges
We only replace items if they are defective or damaged. If you need to exchange it for the same item, send us an email at onlinestore@aoskincare.com and we will advise next steps to return the item.
Gifts
If the item was marked as a gift when purchased and shipped directly to you, you’ll receive a gift credit for the value of your return. Once the returned item is received, a gift certificate will be mailed to you.
If the item wasn’t marked as a gift when purchased, or the gift giver had the order shipped to themselves to give to you later, we will send a refund to the gift giver and he will find out about your return.
Shipping
You will be responsible for paying for your own shipping costs for returning your item. Shipping costs are non-refundable. If you receive a refund, the cost of return shipping will be deducted from your refund.
Depending on where you live, the time it may take for your exchanged product to reach you, may vary.
If you are shipping an item over $75, you should consider using a trackable shipping service or purchasing shipping insurance. We don’t guarantee that we will receive your returned item.
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