Refund policy
Standard Return & Refund Policy
We will not be responsible for any packages lost if you opt for normal postage. We strongly recommend that you opt for registered postage. If there is a need for you to opt for other couriers such as FedEx, EMS and DHL, please leave a comment upon making payment. Otherwise, all packages will be sent out with Singapore Post, unless stated differently on the product’s description.
We will refund or exchange any defective items if it is returned to us within 7 days after purchase. Customers shall bear full responsibility in making sure items mailed back are packed securely and sealed properly. We shall not be responsible for items lost in connection to such returns or exchange.
Products that are made to order or personalized cannot be refunded.
Sale items are also not eligible for exchanges/refunds.
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Your cancellation period expires exactly 14 days from the day on which you, or a third party indicated by you (other than the carrier), receive physical possession of the goods.
If your order has not yet shipped, contact us immediately at hello@aelv.co for an instant cancellation and full refund. If it has shipped, you may cancel by returning the unopened package within 14 days. Returned items that do not fit in their packaging are not eligible for returns or exchanges.
If you cancel your order under these regulations, we will reimburse all payments received from you. This includes the costs of original standard delivery (with the exception of supplementary costs resulting from your choice of a premium or express delivery type).
- Refund Timeline: We will process your refund no later than 14 days from the day we receive the returned goods back, or from the day you provide verifiable proof that you have sent the goods back.
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Payment Method: We will issue the refund using the same means of payment that you used for the initial transaction. You will not incur any fees as a result of this reimbursement.
Unless otherwise specified by our team, you will have to bear the direct cost of returning the goods to our fulfillment center. The items must be sent back without undue delay and no later than 14 days from the day you communicate your cancellation to us.
You are only liable for any diminished value of the goods resulting from handling them beyond what is necessary to establish their nature, characteristics, and functioning.
Please note that you cannot cancel or return your order if the items fall under the following legal exceptions:
- Custom Goods: Items made to your unique specifications or clearly personalized.
- Hygiene Items (Earrings): For health protection and hygiene reasons, earrings and jewelry intended for pierced skin are strictly exempt from the 14-day right of return if they are unsealed after delivery. These items are shipped in dedicated, tamper-evident protective packaging. Once the hygiene seal or protective wrapping on these items has been broken, opened, or tampered with, they are no longer eligible for a return, refund, or exchange.
