Returns Policy

We want you to be satisfied with your purchase. This policy explains what can be returned, how to start a return and how refunds are issued.

Return window

• You may request a return within 30 days of delivery.
• Items must be unused, complete and in their original packaging with all accessories, manuals and labels.
• There is no restocking fee for returns that meet these conditions.

How to start a return

• Email orders@aisan.shop with your order number, the item you want to return and the reason.
• We will confirm within 1 business day and issue return instructions and a return authorisation.
• Please do not send items back before you receive authorisation; unauthorised returns may be refused.

Refunds

• Once the return arrives we inspect it within 3 business days.
• Approved refunds are issued to the original payment method within 5 to 10 business days.
• Original shipping charges are refunded only when the return is the result of our error or a defective item.
• Return shipping is paid by the customer unless the item arrived damaged, defective or incorrect.

Damaged, defective or incorrect items

• Report damage, shortages or incorrect items within 7 days of delivery with photographs.
• We will arrange a replacement or a full refund, including return shipping, at no cost to you.

Items that cannot be returned

• Items that have been activated, registered or had their retail packaging opened, where the product cannot be resold as new.
• Digital licences and downloadable software once the code has been revealed.

Exchanges

If you need a different size, finish or catalogue number, return the original item for a refund and place a new order. This is the fastest route because stock moves quickly.

Questions

Email orders@aisan.shop.