Refund&Exchange policy

Return Policy (15 Days)
If your plans change, don't worry, we support refunds.

1.Cancel the order

• Unshipped Orders: Orders can be cancelled up to 3 business days before they are shipped.
• Reservations: Orders can be cancelled.

After Shipment : To request an order cancellation after it has been shipped, the customer needs to pay a 10% processing fee. The customer is also responsible for the return shipping cost of $150. Asomtom will provide a return shipping label, and the designated carrier will collect the return package. The customer may also choose self-return or arrange the return shipment by himself.
2. Order Modification
Please refer to our Shipping Policy to amend the order before the customer receives it.
We cannot modify the order after the customer has received it. Customers can place a new order and return the product in the original order by contacting our customer service in advance. All return requests must follow our Returns Policy and receive a pre-approval notification from our Customer Service Team via email. Processing fees can be avoided if a product return is due to an order modification, meaning the customer has placed a new order for a higher amount or similar to the returned product. If the customer does not place a new order or the total amount is significantly lower than the original order, a handling fee of 10% of the original order will be deducted from the total refund amount.

3.Order return
• Unopened packages: Orders can be cancelled (within 15 days of receipt).

• Open Packaging: Product must be unused, clean and in the same packaging as received (within 15 days of receipt).

• Used products: No returns. Defective products can only be replaced and cannot be returned.

Defective product
• If the product is defective, please notify us (service@asomtom.com) as soon as you receive the package. Our team will arrange necessary repairs and, in some cases, we will replace the product if it is deemed impossible to repair. We will cover all costs associated with shipping and repairs.
• If the customer continues to use the product after discovering the defect, the exchange or return policy does not apply.

If you need to return, Customers do not need to bear the return fee，the following gift items should also be returned
• Battery
• gift card
manual
Additional accessories provided
Return Process
Before you return the product, you must first email us and we will reply you with an approval letter. You must return the product in the same condition as it was packaged and received. Products are inspected upon delivery, and returns will be rejected if deemed unsellable, damaged, unclean or not in original condition and packaged correctly. Customers must retrieve the product at their own expense.
After the return process is complete, a refund will be made to the original payment method used to place the order. Processes through a maximum of 2-3 business days

The return address will be provided by mail after the application has been submitted. 

4. Refund
Once the returned product has been received by our warehouse and checked to confirm that it complies with our return conditions, we will deduct any applicable fees and send the remainder of the refund according to the customer's original payment method.

If the return is caused by the consumer, consumer should be responsible for the shipping fee. The specific fee should be based on the express company you choose.

If due to our reasons, the goods received are damaged or not correct, and the consumer is not required to bear the shipping fee for this reason.

Customers are encouraged to check with their credit card company and/or bank if the refund has not been credited to the account two days after it was issued. Delays may occur due to different procedures for transferring funds from different financial institutions. If the customer has not received a refund after ten business days, please contact us at (service@asomtom.com).

Please Note: If the customer decides to arrange their own return and the request has been confirmed by the Asomtom customer service team, it is the customer's responsibility to ensure the safety of the shipment and the success of the return. Customers must select the Signature Confirmation service for shipments, and we strongly recommend adding additional shipping insurance for returned packages. Asomtom is not responsible for any damage, loss or other incidents to the goods arranged by the customer.

Customers need to email Asomtom's customer service team regarding order cancellations. Once the order cancellation request is approved, Asomtom will email the customer a cancellation notification email. Customers are not allowed to send return packages to Asomtom without notice. All late arrivals will be rejected by Asomtom and the customer is responsible for any related costs or losses.