Refund policy

With Adawe, you can be sure of consistent, world-class home and outdoor products that meet the highest global quality and safety, delivered in spec and on time.

Product Returns:
We recognize that sometimes an item may not meet your needs or simply does not fit with your décor. In the event that you are not satisfied with your purchase, simply return it within 10 days from the date of delivery. Please keep in mind that all returns must be unused, unwashed, and undamaged and all packaging, labels, and tags must remain intact and be attached with the item. Promotional items, flash sales, clearance items, and any items marked as "final sale" are not eligible for partial refunds, exchanges, or returns. All sales are final. Otherwise, the item may not be eligible for return.

To initiate a return for an exchange or refund, please contact adawe@aliyun.com. Once your request is approved, you can download the return label from the “Return Information”.
If you want to return it by yourself, please email us at adawe@aliyun.com along with the return tracking number(s).

We do not refund or return original shipping charges. You are responsible for paying for your own shipping costs for returning any item to Adawe. In the event that you are unable to ship the item out, we will process a return shipping label. Once we’ve received the returned item, we will then process your total refund, excluding return shipping costs, to your original method of payment. Please note that all refunds are processed within 3-7 business days.
（We are not responsible for price differences due to exchange rate effects）
If you cannot find what you’re looking for in our Return Policy, please visit our Contact Us page for additional customer service assistance.

*Returned Products:  

1. For any product problems, you must provide communication vouchers, pictures, videos, etc. with the buyer.
2. The orders must meet the following requirements in order to accept returns and refunds, otherwise they will not be accepted.
   a. Product photos or dynamic videos showing the product in question
   b. Screenshots of communication records with end consumers
   c. Outer packaging and label pictures (clear and complete label pictures on outer packaging)
   d. Screenshot of the distributor's order refund on the e-commerce platform/independent station.
3. If the product is returned to the overseas warehouse due to the wrong address, no refund will be given.
4. There is no reason to return any non-product problems, such as the following wrong order, wrong purchase by customer, customer dislike, etc.
5. Please contact online customer service before returning the product for a refund, otherwise the return will not be refunded.
6. Items must be unworn, undamaged and in original packaging.

Order Cancellations
Order Cancellation Before Shipment:

If you need to cancel your order, you must cancel within 8 hours to receive a full refund.

To cancel your order, please contact our customer service at adawe@aliyun.com. Fill in detailed information to cancel the order. Your refund will be processed and a credit will automatically be applied to the original method of payment within 3-7 business days.

Please note that we are updating our system maintenance between 11:30 pm-4:00 am PST Time. Any online cancellations are not supported. If you would like to cancel your order during this time, please contact our customer service at adawe@aliyun.com.

Order Cancellation after Shipment:
If you need to cancel after 12 hours of the order and before the item is delivered, please go to “My Account” and click “View My Orders”, to apply to cancel the order. Fill in detailed information to cancel the order. We will process and recall your item(s) right away. If a package is recalled, you will receive a full refund, less a flat recall fee (based on actual shipping costs) which will be credited back to your original payment within 3-5 business days.
If the package has failed to recall, you will receive a failed recall email notification. Please get in touch with adawe@aliyun.com right away. Cancellations after shipment are only valid to UPS ground delivery service and FedEx. Any items delivered by truck, UPS surepost or USPS cannot be recalled. All orders must be rejected at delivery.

Defective Item:
If you feel you have received a faulty or defective product, we want to quickly correct the problem. To apply for returns, please contact this email: adawe@aliyun.com. Our support team will quickly reassess the issue and provide you with a response for up to 48 hours.

Received the Wrong Item:
We follow careful order-picking procedures to ensure every item in your order is correct, but occasionally we do make mistakes. You can choose to keep the wrong item with a partial refund or request the correct item. To request the correct item, we may offer you a free-of-charge return shipping label.

Please contact adawe@aliyun.com to apply for returns. We will, upon request, send you the correct item or issue a full refund.

Item Damaged During Transit:
In the unlikely event your item arrives at you in less than perfect condition, please reject the delivery immediately and get in touch with us at adawe@aliyun.com. We will work with the shipping company and expedite your new replacement order. Alternatively, a full refund can be requested after we’ve submitted a damage claim with the shipping company and receive confirmation. We may require images and/or videos of the defective product.

Lost or missing items:
If the logistics tracking number shows delivery but you have not received the goods, please email our customer service team at adawe@aliyun.com within 10 days (note that after 10 days, the goods have been received or found by default) and include the order number as well as the tracking number so that we can initiate a lost parcel claim. The claim will help to recover your lost parcel. The claims process will take 7 days until an official confirmation is received from the shipping company.