Cancellation and Refund Policy
Last Updated: August 29, 2026
At AEXTEN, we aim to provide our customers with a smooth and reliable shopping experience. This Cancellation and Refund Policy explains the conditions under which an order may be cancelled, returned, replaced, or refunded.
By placing an order on the AEXTEN website, you agree to the terms outlined below.
Customers may request cancellation of an order before it has been processed or shipped.
To request a cancellation, please contact our customer support team as soon as possible with your order details.
Once an order has been shipped or handed over to the delivery partner, cancellation may no longer be possible. In such cases, the customer may need to follow the applicable return or refusal process, where available.
1. Order Cancellation
2. Cancellation by AEXTEN
AEXTEN reserves the right to cancel an order in certain circumstances, including:
- Product becoming unavailable
- Incorrect pricing or product information
- Payment-related issues
- Incorrect or incomplete delivery information
- Suspected fraudulent or unauthorized activity
- Delivery restrictions
- Technical errors
- Circumstances beyond our reasonable control
If an order is cancelled after payment has been received, the applicable amount will be refunded using the original payment method or another appropriate method, subject to the applicable payment provider’s process.
A product may be eligible for return or replacement if it is received:
- Damaged
- Defective
- Incorrect
- Different from the product ordered
- With missing parts or accessories, where applicable
Return eligibility may vary depending on the product and its specific return conditions.
Products must generally be unused and in their original condition, packaging, and accessories unless the issue itself prevents this.
3. Return Eligibility
4. Damaged or Defective Products
If you receive a damaged or defective product, please contact us as soon as reasonably possible after delivery.
For faster assistance, you may be asked to provide:
- Order number
- Product details
- Description of the issue
- Photographs or videos of the product and packaging
- Other information reasonably required to verify the issue
Our team will review the request and determine the appropriate resolution according to the applicable policy.
If you receive a product different from the one ordered, please contact our support team as soon as possible.
After verification, AEXTEN may provide an appropriate solution, which may include replacement, return, or refund, depending on product availability and applicable conditions.
5. Wrong Product Received
6. Refund Process
Once an eligible refund has been approved, the refund will generally be processed through the original payment method or another appropriate payment method.
The time required for the refund to appear in your account may depend on your bank, payment provider, card issuer, or other financial institution.
AEXTEN is not responsible for delays caused by third-party payment providers or banks.
If an eligible order is cancelled before dispatch and payment has already been received, the applicable amount will be refunded after the cancellation is confirmed.
For Cash on Delivery orders that have not been paid for, there is generally no payment amount to refund.
7. Refund for Cancelled Orders
8. Non-Returnable Products
Certain products may not be eligible for return due to their nature, hygiene considerations, usage, damage caused after delivery, or other applicable restrictions.
Any product-specific return restrictions will be mentioned on the relevant product page or communicated to the customer where applicable.
Returns, replacements, or refunds may not be approved where damage has resulted from:
- Improper use
- Accidental damage
- Negligence
- Unauthorized modification
- Normal wear and tear
- Failure to follow product instructions
- Damage occurring after delivery due to customer handling
Final eligibility will be determined after reviewing the circumstances of the request.
9. Items Damaged Due to Improper Use
10. Return Shipping
Where a return or replacement is approved due to an incorrect, defective, or damaged product, AEXTEN may arrange or provide instructions for the applicable return process.
For other types of returns, any applicable shipping or handling conditions will depend on the product and the specific return policy.
A refund may be declined where:
- The return does not meet the applicable eligibility conditions.
- The product has been used improperly or intentionally damaged.
- Required information or evidence is not provided.
- The product returned is different from the product supplied.
- The return is outside the applicable return period.
- The product is specifically marked as non-returnable.
11. Refund Exceptions
12. Exchange or Replacement
Where applicable, AEXTEN may offer a replacement instead of a refund if the same product is available.
If the replacement product is unavailable, an eligible refund may be provided according to the applicable policy.
To request a cancellation, return, replacement, or refund, please contact the AEXTEN customer support team through our Contact Us page.
Please include your:
- Name
- Order Number
- Registered Mobile Number or Email
- Product Name
- Reason for the request
- Supporting photographs or videos, where applicable
Our team will review your request and guide you through the next steps.
13. How to Request a Cancellation, Return or Refund
14. Changes to This Policy
AEXTEN may update or modify this Cancellation and Refund Policy from time to time.
Any changes will be published on this page with an updated Last Updated date.
If you have questions regarding cancellations, returns, replacements, or refunds, please contact us through our Contact Us page.
Website: AEXTEN
Email: Please use the official customer support email displayed on our website.