Return & Exchange Policy
Return & Exchange Policy
Returns and Cancellations
Before returning any item, please contact us by email:
Order Cancellations
We accept order cancellations within 12 hours of purchase.
If your order is successfully canceled, a full refund will be issued within 2–3 business days.
Once your order has been shipped, it cannot be canceled.
To cancel your order, please email us at hi@auvli.com and include your order number or confirmation email.
30-Day Return Guarantee (Unopened & Unused Items)
You may return unopened and unused products within 30 days of purchase for a full refund.
Once your return is received and inspected at our warehouse, we will process your refund.
Please contact our support team for the return address.
Return shipping fees must be paid in advance — Cash on Delivery (COD) packages will not be accepted.
All items and accessories must be returned in their original packaging.
Used or damaged products cannot be accepted for return.
Please send photos of the returned package and provide a tracking number to hi@auvli.com.
Returns that do not meet these requirements may be refused.
15-Day Return Window (After Shipment)
Items can be returned within 15 calendar days from the shipping date.
Returns for non-quality issues after this period will not be accepted.
If you wish to return an item, please email us at hi@auvli.com. including your order number and a brief description of the item’s condition.
Our customer service team will review your request and may ask for additional photos of the product and packaging.
Please include in your email:
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Your order number
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Clear photos showing all sides of the product
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A photo of all accessories included
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A photo of the original packaging
To qualify for a 15-day warranty:
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Products must be in their original packaging
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Products must be free of cracks, dents, scratches, or other damage that affects resale value
Refunds are typically processed within 10 business days of receiving your return.
Depending on your payment method, it may take 7–10 business days to appear on your credit card statement.
Disputed transactions may take 3–6 months to resolve.
12-Month Warranty for Quality Issues
We stand behind the quality of our products and offer a 12-month warranty for quality-related issues.
Please contact hi@auvli.com with your order number and photos/videos of the issue.
Damage caused by misuse, accidents, or unauthorized modification will void the warranty.
Once your claim is approved, we will provide a replacement or refund.
Late or Missing Refunds
If you haven’t received your refund yet:
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Check your bank account again.
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Contact your credit card company — processing may take several days.
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If you still haven’t received your refund, please email us at hi@auvli.com for further assistance.
Exceptions (Warranty Exclusions)
The Auvli.com warranty does not cover:
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Accidental damage or misuse
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Damage caused by natural disasters (lightning, floods, etc.)
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Unauthorized repairs, modifications, or disassembly
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Issues unrelated to product quality
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Purchases from unauthorized resellers
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Products lost, stolen, or received for free/refunded
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Lack of valid proof of purchase
Contact Information
For any inquiries, assistance, or feedback, please reach out to:
Business hours: Monday – Friday, 9:00–18:00 (Hong Kong Time)