90-Days Return / Exchange Policy
Paleoaster makes sales based our excellent designs and proven reliability. We have a QA team to test that your ordered products are functioning correctly before they are packed and sent to you, so our product quality is guarenteed. However, you do need to carefully confirm your size before buying (a size measurement will be shown below each item).
If you are not satisfied with the items you received, it is easy for you to exchange or refund. Submit a ticket to contact us and we will do the best we can.
Easy Exchanges:
You are welcome to send back the original product (in NEW condition) along with a request for a different product. Please note that there is no guarantee that the product you want will still be in stock by the time we receive your exchange request. Simply fill out the Return/Exchange Form, found on the back of the packing slip included in your package, with all the necessary information (item name, color, and size) so we can get you the correct item.
Refund:
Once your return is received and inspected, we will send you an email to notify you that we have received your returned item. We will also notify you of the approval or rejection of your refund.
If you are approved, then your refund will be processed, and a credit will automatically be applied to your credit card or original method of payment, within a certain amount of days.
Late or missing refunds (if applicable)
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 :
Service Telephone: +86 152-5915-5714
Service E-mail:service@paleoaster.com
Out of stock:
Some items may out of stock or there may be insufficient products to complete the order during the order processing stage. Our customer service staff will contact you and provide you with a status update. Customers are eligible to ask for a partial Refund (covering some of the item cost and the shipping fee) in the event of not receiving email notification.
Missing items,wrong items or package sent:
A partial refund is offered for missing or wrongly shipped items. We will provide a reshipping service in the event of missing or wrongly shipped accessories, a partial refund on the item fare is offered in the event of accessories being unavailable for reshipping. Please be sure to open the parcel and check the contents before signing for the package
Cancellation Policy
Customers are able to cancel or change within 24 hours for free . Please note that on all canceled or changed orders(after 24 hours) of personalized items there is a 30% restocking fee.
Returns & Exchanges Policy
Our policy lasts 90 days. If 90 days have gone by since your purchase, unfortunately we can’t offer you a refund or exchange.
Return shipping fee is paid by buyer.
The following reasons are covered by our 90-day FULL COVERAGE Return/Exchange Policy.
1. We sent the wrong order or item(s), you received any broken items, or the quality of the products you received is poor/defective.
2. You received the incorrect photo charm. If the picture’s appearance is different from the photo provided to Paleoaster.
3. Paint is chipping, crystals are falling off, etc. (We will only replace the item(s) or exchange them for item(s) of equal or lesser value.)
The following reasons are NOT covered by our 90 day return policy, and we are not liable for these issues.
1. Products are exposed to corrosive substances, or chemicals. Exposure to harsh chemicals can alter the appearance of your Paleoaster product. These chemicals include, but are not limited to, Liquid Silver Polish, Pools, Hot Tubs, and Spas. Oxidized silver is easily damaged.
2. Products are damaged by misuse, mishandling, or poor maintenance.
3. Silver pieces are tarnished by oxidation and overtime they may appear black. To fix this, please clean the item with a silver polishing cloth to return the item to its original state.
Packaging Requirements:
To be eligible for a return, your item must be unused and in the same condition that you received it. It must also be in the original packaging.
Several types of goods are exempt from being returned. Perishable goods such as food, flowers, chocolates, newspapers or magazines cannot be returned. We also do not accept products that are intimate or sanitary goods, hazardous materials, or flammable liquids or gases.
How to Make Your Return or Exchange:
Step 1: If you're not satisfied with the products received, please contact our customer service first and submit ticket for further help.
Step 2: If you want to exchange, it's easy! Just inform us of the item SKU and size which you want to exchange for. If you return for Refund, Our Account Department will arrange the refund for you after receiving the returned items.
Step 3: Pack it up. Place your item(s) (in unworn condition) and invoice in a securely sealed shipping package. (If you misplaced your invoice, simply go to My Account, click on your Order History, select the right order number, and print it out.)
Step 4: Send it off. Affix your printed shipping label to your package (making sure there are no other shipping labels or barcodes on it). Jot down the tracking number so you can follow its journey.
Please allow 3 to 7 business days for package transit, plus an additional 3 to 7 business days for processing after receipt at our Fulfillment Center.
We'll email you once we process your return or exchange.
Please note: If you choose to pay for your own shipping, we strongly encourage you to insure your package. Please be aware that we cannot take responsibility for any lost or damaged packages which are not shipped with our label.
If you’ve done all of this and you still have not received your refund yet, please contact us :
Service E-mail:service@paleoaster.com
Service Telephone: +8618060741794
Company Address: Room 503, No.247, Houkengqianshe, Huli District, Xiamen, China