Article 1 Scope. This policy applies to all products purchased through official AokangBio channels. Within 30 days of receipt, returns or exchanges may be requested if one of the following conditions is met.
Article 2 Conditions. (1) Product quality issues such as loss of activity, purity below standard, or contamination due to damaged packaging. (2) Wrong item or quantity discrepancy. (3) Product damage during transit due to improper packaging.
Article 3 Non-Applicable Cases. (1) Product degradation due to improper customer storage. (2) Use beyond expiration date. (3) Products that have been opened or used (except for quality issues). (4) Special custom-made products.
Article 4 Process. Step 1: Contact customer service with order number, product photos and issue description. Step 2: After approval, receive the return address and return number. Step 3: Ship the product back (original packaging recommended). Step 4: After warehouse inspection, replacement or refund will be arranged.
Article 5 Refund Method. Refunds will be returned via the original payment method. Alipay/WeChat Pay orders refund within 3-5 business days after approval; bank transfer orders within 5-7 business days.
Article 6 Exchange Handling. Replacement products ship within 3 business days after the returned item is received. If the replacement is temporarily out of stock, customer service will coordinate a delayed shipment or equivalent replacement.
Article 7 Dispute Resolution. If you disagree with the return/exchange outcome, you may appeal to customer service within 7 business days of receiving the result. The company will arrange a dedicated review and provide a final response within 3 business days.
