Refund policy

Return & Refund Policy

Last Updated: August 12, 2026

Thank you for shopping with AUZYO. We want you to feel confident when purchasing from our store. If you are not completely satisfied with an eligible purchase, we're here to help.

Please review the following Return & Refund Policy before submitting a return, refund, exchange, or cancellation request.

1. 30-Day Return Policy

We accept eligible return requests within 30 days of delivery.

To qualify for a return, the item must:

  • Be unused, unworn, and in the same condition in which it was received

  • Include the original packaging, labels, accessories, manuals, and components where applicable

  • Show no signs of misuse, accidental damage, unauthorized modification, or improper handling

  • Be accompanied by your order number or other proof of purchase

Items that do not meet these conditions may not be eligible for a full refund, subject to applicable consumer protection laws.

Please contact us before returning any item. Returns sent without prior return instructions may not be accepted.

2. How to Request a Return

To start a return, please contact our customer support team at:

Email: support@auzyo.com

Please include the following information:

  • Your full name

  • Order number

  • The item or items you wish to return

  • Reason for the return

  • Clear photos or videos if the item is damaged, defective, incomplete, or incorrect

If your return is approved, our customer support team will provide return instructions.

Please do not return products to the address shown on the original shipping package unless our customer support team specifically instructs you to do so.

Return Warehouse Address:

Nanlei South Road, Lizhou Street, Yuyao City, Ningbo City, Zhejiang Province 512-2
Phone: +86 150 5820 8897

Please contact us before returning any item. Returns sent without prior return instructions may not be accepted.

3. Damaged, Defective, or Incorrect Items

Please inspect your order as soon as possible after delivery.

If your item arrives damaged, defective, incomplete, or different from what you ordered, please contact:

support@auzyo.com

Please provide your order number and clear photos or videos showing the issue.

After reviewing the information, we may provide an appropriate resolution, which may include:

  • A replacement

  • A reshipment

  • A partial refund

  • A full refund

When a return is required because AUZYO sent an incorrect, damaged, or defective item, we will cover reasonable return shipping costs where applicable.

Return Warehouse Address:

Nanlei South Road, Lizhou Street, Yuyao City, Ningbo City, Zhejiang Province 512-2
Phone: +86 150 5820 8897

Nothing in this policy limits any mandatory rights available to you under applicable consumer protection laws.

4. Change-of-Mind Returns

If you change your mind, order the wrong product, or no longer want an eligible item, you may request a return within the applicable return period.

For approved change-of-mind returns:

  • The item must meet our return eligibility requirements

  • Return shipping costs are generally the customer's responsibility

  • Original shipping charges are generally non-refundable unless otherwise required by law

  • We recommend using a trackable shipping method

AUZYO is not responsible for return packages lost in transit before reaching the designated return location.

5. Non-Returnable Items

Certain products may not be eligible for return, subject to applicable law.

Examples may include:

  • Personalized or customized products

  • Gift cards

  • Perishable goods

  • Clearance or final-sale products clearly identified as non-returnable before purchase

  • Products that have been used, altered, modified, or damaged after delivery

  • Products missing significant original accessories or components

  • Sealed products that are unsuitable for return for health or hygiene reasons after the seal has been opened, where permitted by applicable law

If you are unsure whether a product is eligible for return, please contact support@auzyo.com before sending it back.

Mandatory consumer rights remain unaffected.

6. Exchanges

If you would like a different product, size, variation, or model, please contact our customer support team first.

In many cases, the fastest way to receive a different product is to return the eligible original item and place a new order after the return has been approved.

If you received an incorrect, damaged, or defective product, please contact us before placing another order so that we can review the issue.

7. Order Cancellations

If you need to cancel or modify an order, please contact us as soon as possible after placing your order:

Email: support@auzyo.com

We will make reasonable efforts to accommodate your request.

However, because orders may enter processing quickly, we cannot guarantee that an order can be canceled or modified once processing or fulfillment has begun.

Once an order has shipped, it generally cannot be canceled. You may request an eligible return after delivery in accordance with this policy.

Nothing in this section limits any statutory cancellation or withdrawal rights that may apply in your country or region.

8. Refund Process

After an approved return reaches the designated return location, the returned item will be inspected.

We will notify you regarding the status of your refund after the return has been reviewed.

If approved, the refund will generally be issued to your original payment method.

Please allow approximately 5–10 business days for an eligible returned item to be reviewed and for an approved refund to be processed after the return reaches the designated return location.

Where applicable law requires a different or faster refund timeframe, the applicable legal requirement will take precedence.

9. Refund Processing by Banks and Payment Providers

After AUZYO issues an approved refund, your bank, credit card provider, PayPal, or other payment provider may require additional time to post the funds to your account.

Payment-provider processing times are outside our direct control.

If you have received confirmation that a refund was issued but the funds have not appeared after a reasonable period, please contact your bank or payment provider first.

10. Partial Refunds

In certain circumstances, a partial refund may be issued where permitted by applicable law.

Examples may include eligible returned items with:

  • Missing accessories or components

  • Significantly damaged original packaging

  • Signs of use beyond what is reasonably necessary to inspect the product

  • Damage occurring after delivery

  • Missing parts not caused by AUZYO or the shipping process

Any deduction will be assessed reasonably and subject to applicable law.

11. Shipping Costs and Refunds

For voluntary or change-of-mind returns, original shipping charges are generally non-refundable unless otherwise required by applicable law.

Customers are generally responsible for return shipping costs for voluntary returns.

If the return results from an error on our part, such as an incorrect, damaged, or defective item, we will provide an appropriate remedy and cover reasonable return shipping costs where applicable.

12. Free Shipping Orders

Orders that qualified for free standard shipping remain subject to the same return eligibility requirements described in this policy.

Approved refunds will be handled according to the circumstances of the return and applicable law.

13. Refused or Unclaimed Packages

If a shipment is refused, abandoned, unclaimed, or returned because of incorrect or incomplete shipping information provided by the customer, please contact our customer support team.

Any refund or reshipment will be reviewed based on the circumstances. Actual return or reshipping costs may apply where permitted by law.

14. Packages Marked as Delivered

If tracking shows that your package has been delivered but you cannot locate it, please first:

  • Check around your property and designated delivery areas

  • Check with household members, neighbors, reception desks, or building management

  • Review the carrier's tracking information and delivery notes

  • Contact the local delivery carrier

If you are still unable to locate the package, contact us at support@auzyo.com and we will assist you in reviewing the available delivery information.

15. European Union Customers

Customers located in the European Union may have additional statutory withdrawal and cancellation rights for eligible online purchases.

Where applicable, EU consumers may have a right to withdraw from an eligible distance purchase within the period required by applicable law, subject to certain exceptions.

Nothing in this Return & Refund Policy is intended to exclude, restrict, or reduce mandatory rights available to EU consumers.

16. United Kingdom Customers

Customers located in the United Kingdom may have additional statutory rights relating to cancellation, returns, refunds, repairs, replacements, or defective products.

Nothing in this policy is intended to exclude or restrict rights that cannot legally be excluded or restricted.

17. Other Consumer Rights

Consumer protection laws vary by country and region.

Depending on where you live, you may have additional legal rights relating to defective products, cancellations, returns, refunds, warranties, or other aspects of your purchase.

Nothing in this policy is intended to waive any mandatory consumer rights that apply to your purchase.

18. Late or Missing Refunds

If you have received confirmation that your refund was issued but have not yet received the funds, we recommend that you:

  • Check your bank or payment account again

  • Contact your credit card company or payment provider

  • Contact your bank, as processing times may vary

If you have completed these steps and still have not received your refund, please contact:

support@auzyo.com

19. Return Abuse and Fraud

Where permitted by law, we reserve the right to review, restrict, or refuse return requests involving suspected fraud, repeated abuse of our return process, manipulation, or other improper activity.

This provision does not affect legitimate return requests or mandatory consumer rights.

20. Changes to This Policy

We may update this Return & Refund Policy from time to time to reflect changes to our products, services, operational procedures, or applicable requirements.

The latest version will be published on this page with an updated revision date.

Changes to this policy will not reduce mandatory consumer rights that apply to purchases already completed.

21. Contact Us

If you have questions about a return, refund, exchange, damaged item, defective product, or order cancellation, please contact our customer support team.

AUZYO Customer Support
Email: support@auzyo.com

Return Warehouse Address:

Nanlei South Road, Lizhou Street, Yuyao City, Ningbo City, Zhejiang Province 512-2
Phone: +86 150 5820 8897

When contacting us about an existing order, please include your order number so we can assist you more efficiently.