Refund and Return Policy

At Aesthete Journey, we are dedicated to providing you with exceptional products and an outstanding shopping experience. We understand that purchasing premium outdoor furnishings is an investment, and we want you to feel completely confident in your decision. Our Refund and Return Policy is designed to be fair, transparent, and customer-focused, ensuring that your satisfaction remains our top priority.

We stand behind the quality of every product we sell. However, we also recognize that sometimes a product may not meet your expectations or may not be the perfect fit for your space. Whether you need to return an item, request a refund, or exchange a product, we are here to make the process as smooth and hassle-free as possible.

---

Our Commitment to Your Satisfaction

Before we delve into the specifics of our policy, we want to emphasize our fundamental commitment: your satisfaction is our priority. We are not satisfied until you are satisfied. If you have any concerns about your purchase, we encourage you to contact us before initiating a return. Our knowledgeable customer service team is available to answer questions, provide guidance, and help you make the best decision for your needs.

Many issues can be resolved without the need for a return — whether through product exchanges, troubleshooting, or simply providing additional information. We are here to help.

---

Return Policy Overview

30-Day Return Window

You have 30 days from the date of delivery to initiate a return for most products purchased from Aesthete Journey. If 30 days have passed since your order was delivered, we regret that we cannot offer a refund or exchange unless the product is covered by a manufacturer’s warranty.

Eligibility Criteria

To be eligible for a return, the following conditions must be met:

1. Condition: The item must be unused, in the same condition that you received it, and free from damage, stains, scratches, or signs of wear.

2. Packaging: The item must be returned in its original packaging, including all accessories, instruction manuals, and protective materials.

3. Proof of Purchase: A valid order number or proof of purchase is required to process a return.

4. Return Authorization (RA): All returns must be authorized in advance by our customer service team. Unauthorized returns may be refused or subject to restocking fees.

Non-Returnable Items

The following items are not eligible for return or refund:

• Clearance or Final Sale Items: Products marked as clearance, closeout, or final sale are sold as-is and cannot be returned or refunded.

• Custom or Personalized Products: Items that have been customized, personalized, or specially ordered are not eligible for return unless they arrive damaged or defective.

• Perishable or Consumable Goods: Any items that are perishable or intended for consumption.

• Gift Cards: Gift cards are non-refundable and cannot be returned.

• Assembled or Installed Products: Once a product has been assembled or installed, it is considered used and cannot be returned unless it arrives damaged or defective.

• Sanitary Items: For hygiene reasons, certain products may not be eligible for return.

If you are unsure whether your item is eligible for return, please contact us before initiating the return process.

---

Return Process – Step-by-Step Guide

We have designed our return process to be straightforward and easy to follow. Here is a step-by-step guide to returning an item to Aesthete Journey.

Step 1: Contact Our Customer Service Team

Before returning any item, you must contact our customer service team to request a Return Authorization (RA) number. This helps us track your return and ensures that your request is processed efficiently.

How to Contact Us:

📧 Email: tranleyvy@gmail.com
📞 Phone: +84934766188

Information to Have Ready:

• Order number

• Product name and SKU

• Reason for return

• Photos (if applicable) showing the item’s condition or any damage

Step 2: Receive Your Return Authorization

Once your return request is reviewed and approved, we will provide you with:

• A Return Authorization (RA) number

• Instructions for preparing and shipping your return

• The return shipping address

Important: Please do not ship your item back without an RA number. Unauthorized returns may be refused, returned to you at your expense, or subject to restocking fees.

Step 3: Prepare Your Return

Carefully pack the item in its original packaging, including all accessories, manuals, and protective materials. Ensure that the item is well-protected to prevent damage during transit.

Packaging Tips:

• Use the original shipping box if possible.

• Wrap the item in protective materials (bubble wrap, foam, etc.) to prevent movement and damage.

• Seal the box securely with strong packing tape.

• Clearly write the Return Authorization number on the outside of the package.

Step 4: Ship Your Return

Ship the package to the address provided in your return instructions. We recommend using a trackable shipping method to ensure that your return reaches us safely.

Shipping Recommendations:

• Use a trackable carrier (UPS, FedEx, USPS, etc.).

• Consider purchasing shipping insurance for high-value items.

• Retain your shipping receipt and tracking number for your records.

Return Shipping Costs:

• For non-defective returns: The customer is responsible for return shipping costs. These costs are non-refundable.

• For defective or damaged items: We will provide a prepaid shipping label and cover the cost of return shipping.

Step 5: Inspection and Processing

Once we receive your return, our team will inspect the item to verify its condition. This process typically takes 3–5 business days from the date of receipt.

Step 6: Refund or Exchange

After inspection, we will process your refund or exchange.

• Refunds: Refunds are issued to the original payment method used for the purchase.

• Exchanges: If you requested an exchange, we will process the replacement order once the return is inspected and approved.

---

Refund Policy

Refund Eligibility

Refunds are issued under the following conditions:

• The item is returned within the 30-day window.

• The item is unused, in its original condition, and in its original packaging.

• The return is authorized with a valid RA number.

• The item is not excluded from returns (e.g., clearance items, custom products).

Refund Amount

The refund amount will be the purchase price of the item, minus any applicable restocking fees, shipping costs, or deductions for damage.

Shipping Costs

• Original Shipping Charges: Original shipping charges are non-refundable unless the return is due to our error (e.g., wrong item shipped, defective product).

• Return Shipping Costs: For non-defective returns, the customer is responsible for return shipping costs. These costs are non-refundable.

Restocking Fees

In some cases, a restocking fee may apply. Restocking fees are typically charged when:

• The item is returned without original packaging or missing components.

• The item shows signs of use or handling beyond what is necessary to inspect the product.

• The return is initiated after the 30-day window but is approved as an exception.

Restocking fees are generally 10%–20% of the purchase price and will be deducted from your refund.

Processing Timeline

Once we receive and inspect your return:

• Refunds are typically processed within 5–7 business days.

• Refunds are issued to the original payment method.

• Please note that your bank or credit card company may take additional time to reflect the refund on your statement.

---

Damaged or Defective Items

We take great care to ensure that every product reaches you in perfect condition. However, in the unlikely event that your item arrives damaged or defective, we are here to make it right.

What to Do

1. Do Not Discard the Packaging: The original packaging is essential for processing damage claims with the carrier and manufacturer. Please keep all packaging materials.

2. Document the Damage: Take clear photographs of the damaged item, the packaging, and any identifying labels or markings. These photos will help us process your claim quickly.

3. Contact Us Immediately: Notify us within 7 days of delivery to report damage or defects. Please include your order number, a description of the issue, and the photos you have taken.

4. Request a Return Authorization: We will provide you with an RA number and instructions for returning the damaged or defective item.

Resolution Options

Depending on the situation, we will offer one of the following resolutions:

• Full Refund: If the item is damaged or defective and cannot be replaced.

• Replacement: We will ship a replacement item at no additional cost to you.

• Partial Refund: In some cases, we may offer a partial refund if you choose to keep the item despite minor damage.

Return Shipping for Damaged Items

We will provide a prepaid shipping label and cover the cost of return shipping for damaged or defective items.

---

Exchanges

If you would like to exchange an item for a different size, color, or product, please contact our customer service team to initiate the exchange process.

Exchange Process

1. Contact Us: Notify us of your desired exchange and receive an RA number.

2. Return the Original Item: Ship the original item back to us in its original condition and packaging.

3. Process the Exchange: Once we receive and inspect the returned item, we will process your exchange order.

4. Ship the Replacement: The replacement item will be shipped to you at no additional shipping cost (excludes international orders).

Exchange Eligibility

Exchange items must meet the same eligibility criteria as returns:

• Within 30 days of delivery.

• Unused and in original condition.

• In original packaging.

---

Warranty Returns

Many of our products are backed by manufacturer warranties that cover defects in materials and workmanship. If your product develops a manufacturing defect after the return window has closed, you may still be eligible for warranty coverage.

Warranty Process

1. Contact Our Customer Service Team: Notify us of the issue and provide your order number, product details, and a description of the defect.

2. Review Warranty Coverage: We will verify the warranty terms for your specific product and confirm whether the issue is covered.

3. Provide Documentation: You may be asked to provide photos of the defect and proof of purchase.

4. Warranty Resolution: Depending on the manufacturer’s policy, we will arrange for a repair, replacement, or refund.

Manufacturer Warranties

Warranty terms vary by product and manufacturer. Common warranty coverage includes:

• Sunbrella® Fabrics: Fade and mildew resistance for up to 5 years.

• Aluminum Frames: Structural integrity for 1–5 years.

• Hardwood Frames: Warranty against splitting and warping.

• Mechanical Components: Crank mechanisms, tilt systems, and other moving parts are typically covered for 1–2 years.

Please refer to the product page for specific warranty information or contact us for details.

---

International Returns

We proudly serve customers around the world. If you are an international customer and need to initiate a return, please note the following:

International Return Process

1. Contact Us: Notify us of your return request and receive an RA number.

2. Ship the Return: You are responsible for shipping the item back to us. Please use a trackable shipping method.

3. Customs and Duties: Any customs duties, taxes, or fees incurred during the return process are the responsibility of the customer.

4. Processing Time: International returns may take longer to process due to customs clearance.

Refunds for International Orders

• Refunds are issued in USD to the original payment method.

• Exchange rates and conversion fees are at the discretion of your bank or card issuer.

• Original shipping charges are non-refundable.

---

Late or Missing Refunds

If you have not received your refund within the expected timeframe, please check the following:

1. Bank Processing Time: Contact your bank or credit card company to confirm that the refund is being processed.

2. Account Verification: Ensure that your account information is correct and active.

3. Contact Us: If you have checked with your bank and still have not received your refund, please contact our customer service team for assistance.

---

Return Shipping Address

Please send all authorized returns to the following address:

Aesthete Journey LLC
Returns Department
4030 Wake Forest Road, Ste 349
Raleigh, NC 27609
United States

Important: Please ensure that your Return Authorization (RA) number is clearly written on the outside of the package. Returns without an RA number may be refused.

---

Contact Us About Returns and Refunds

If you have any questions about our Refund and Return Policy, or if you need assistance initiating a return, please do not hesitate to contact us. Our dedicated customer service team is here to help.

📧 Email: tranleyvy@gmail.com
📞 Phone: +84934766188
📍 Address: 4030 Wake Forest Road, Ste 349, Raleigh, NC 27609

---

Summary of Key Points

---

Our Promise to You

At Aesthete Journey, we are committed to your complete satisfaction. We understand that online shopping comes with uncertainties, and we want you to feel confident and secure when purchasing from us. Our Refund and Return Policy reflects our dedication to fairness, transparency, and customer-centric service.

We believe that every customer deserves to be treated with respect and integrity. If you are ever unsatisfied with your purchase, we will work tirelessly to find a solution that meets your needs.

Thank you for choosing Aesthete Journey. We are honored to be a part of your outdoor living journey.

---

Aesthete Journey LLC
4030 Wake Forest Road, Ste 349
Raleigh, NC 27609
United States

📧 Email: tranleyvy@gmail.com
📞 Phone: +84934766188

Visit us online: aesthetejourney.shop