Returns & Refunds Policy
We provide 10-day returns and refunds service for B2B wholesale customers. Learn about our return conditions, process and time requirements.
1. Return Policy Overview
10-Day Return Period
- 10 calendar days from the date of receiving goods
- Must contact customer service within timeframe to request returns
- Applications beyond the time limit will not be accepted
- Holidays do not affect return period calculation
B2B Wholesale Protection
- Flexible policy specifically for B2B customers
- Support bulk returns and partial returns
- Free returns for quality issues
- Quick processing with priority logistics arrangement
2. Eligible Return Conditions
Conditions Qualifying for Returns
Product Quality Issues
- Manufacturing defects in products
- Functions do not match product description
- Damage during shipping
- Received incorrect product model
Business Reason Returns
- Customer requirement changes
- Incorrect order quantity
- Product does not meet expectations
- Market demand adjustment
Original Packaging Intact
Maintain original packaging and labels intact
Complete Accessories
All accessories and documentation complete
Within Time Limit
Return request within 10 days
3. Non-Returnable Items
The Following Items Are Not Eligible for Returns
Custom or Special Order Items
- Products customized per customer requirements
- Special order non-standard specification items
- Personally customized accessories or services
Used or Damaged Items
- Electronic products that have been used
- Items with severely damaged packaging
- Missing critical accessories or documentation
Lithium battery returns must comply with hazardous goods shipping requirements
Activated software licenses are not eligible for returns
Clearance items marked as final sale
4. Return Process
Simple 4-Step Return Process
Contact Customer Service
Contact our customer service team via email or phone, explaining the reason for return
Provide: Order number, product information, return reason
Get Return Authorization
Customer service will provide Return Authorization (RMA) code and return address after review
Usually processed within 1 business day
Ship Back Items
Use our provided return label to ship back items, or arrange your own logistics
Recommend using trackable courier service
Process Refund
After receiving and inspecting items, refund will be processed within 3-5 business days
Refund will be returned to original payment method
5. Refund Information
Refund Time & Methods
Refund Amount Details
Full refund including wholesale discount
Free for quality issues, customer bears cost otherwise
No additional refund processing fees
Important Refund Notes
- Refund amount excludes express shipping fees you selected
- Exchange rate fluctuations may affect final amount received
- Bulk orders support partial refunds, calculated proportionally
- Confirmation email will be sent upon refund completion
6. Returns & Refunds Inquiries
If you have any questions about our returns policy or need to request a return, please contact us:
Returns Hotline
+64 9 4181998
Return Request Email
info@aotealink.com
Returns Service Hours
Monday to Friday: 9:00 AM - 6:00 PM (NZST)
Urgent return issues: info@aotealink.com
Return Address
Aotealink International Limited
Returns Department
Unit 10C/17 Albert Street, Auckland Central 1010
New Zealand
*Please mark RMA number on the package
This returns policy is protected by New Zealand consumer laws. We reserve the right to adjust policies based on specific circumstances.
All return requests will be reviewed based on actual circumstances. We are committed to providing fair and reasonable solutions for B2B customers.