Refund policy

We want you to love your purchase. If for any reason you’re not satisfied, our return policy makes it simple and worry-free.

Return Period

You have 30 days from the date you receive your order to request a return.

Eligibility

To qualify for a return:

  • Items must be in the same condition as received: unworn/unused, with tags, and in the original packaging.

  • You’ll need the receipt or proof of purchase.

How to Start a Return

Please contact us at customercare@asonglab.com before sending anything back.

  • Once your return is approved, we’ll provide:

    • Step-by-step instructions

    • The correct return warehouse address (we have warehouses in China, the United States, and Hong Kong. The return location will be arranged based on your order and product).

     

⚠️ Note: Items sent back without first contacting us will not be accepted.

Damages & Issues

Please inspect your order upon arrival and contact us right away if you received a defective, damaged, or incorrect item. We’ll make it right.

Exceptions / Non-returnable Items

Some items cannot be returned, including:

  • Perishable goods (e.g., food, flowers, plants)

  • Custom or personalized products

  • Personal care items (e.g., beauty products)

  • Hazardous materials, flammable liquids, or gases

  • Sale items and gift cards

If you’re unsure about your item, reach out to us—we’re happy to help.

Exchanges

For the fastest service, please return the item first. Once your return is approved, you can place a new order for the product you want.

EU Customers – 14-Day Cooling-Off Period

For orders shipped to the European Union, you may cancel or return your order within 14 days for any reason, without needing to provide justification. Items must still meet the return eligibility requirements above.

Refunds

  • We’ll notify you once your return is received and inspected.

  • If approved, your refund will be issued to your original payment method within 10 business days.

  • Your bank or credit card company may take extra time to process.

  • If it has been more than 15 business days since your refund was approved, please contact us at customercare@asonglab.com