Delivery Failure Scenarios:

• The package is lost, broken, or stolen before it reaches you.
  Aiswa will re-send the goods or give a full refund. In practice such cases are very rare, perhaps 1 in 5000 shipments, when using courier services. Please note confirmation of such cases can take some time, so in such an event you may be advised to place a new order at your expense while the original shipment is investigated pending compensation.
   
• An Air Mail package has not arrived after a long time.
  Aiswa will give a full refund after the delivery deadline has expired. These cases are rare, and if this ever occurs, we will inform you of the delivery deadline for your package, which will be 30-60 days depending on the region. If you are dropshipping you will be advised to create a new order for your customer in the meantime.
   
• A multi-part delivery arrives missing some items or packets.
  In such a scenario you must raise the issue immediately with the courier or delivery company. With the correct documentary proof through the courier company reporting process, we  will re-send the goods or give a refund.
   
• Items in the packet arrive in a damaged condition.
  In such a scenario you must raise the issue immediately with the courier or delivery company. Provided you follow through the correct reporting process, the goods can be handed back to the courier and we will send new goods or give a refund. If you do not immediately follow the courier’s reporting procedure, and thus no adequate documentation is available to prove the goods arrived damaged, we will offer advice on a case-by-case basis about whether you can return the goods to China for replacements or a refund.
   
• A shipment is delayed, turned back, or seized by Customs
  If the Customs issue was your responsibility, you are liable. If the failed delivery was due to mis-handling by Aiswa, you will receive compensation when the case is resolved. Such cases are unusual but it is important you are aware of your responsibilities in such a case. Please refer to the more detailed notes on this issue here.

You (or the consignee) must accept delivery of the goods and comply with any applicable procedures/charges from your local Customs.

If the delivery fails because:

• you were not at home or the courier could not contact you
• the delivery details were wrong
• the recipient fails to accept the goods
• the courier cannot satisfactorily verify the identity of the person attempting to receive the goods
• the courier cannot deliver to a remote area or invalid address
• delivery fails due to war, disaster, etc
• other similar scenarios beyond our control

… [in such cases] you agree thatwe will not accept liability and no compensation is available.

There are also several situations in which you accept liability when the goods do not arrive due to Customs issues. Please read the full terms and conditions here.

“My Gadget From Aiswa Is Not Working Right”

If you think an item you bought from Aiswa  may be faulty, contact us to get help:

• State your order number and the product code of the item in question.
• Describe clearly what you are trying to do with the product and what goes wrong.
• Provide a photo if the defect is something visible.

Often, we can help you solve a product problem without you needing to return it.

You’re protected by our 12-month guarantee. If something goes wrong during this warranty period, you can send the item back to our warehouse in China, and we’ll fix it for you.

“I Received My Item But It Got Broken During Delivery”

Rarely, rough handling by the courier can lead to physical damage to your goods, e.g. broken screen.

If this has happened, please follow these steps:

1. If possible, raise a complaint directly with the delivery representative of the courier company before you sign for the goods. They will advise you on the complaint procedure.
2. If you already signed for the packet, take photos showing the damage and contact the local office of the courier/delivery company to complain. They will have a complaing procedure which will enable you to get compensation.
3. Next, contact Us with your order number and a full description / pictures of the broken item issue. We will contact the courier company from our end.
4. Once the courier company confirms that the case is valid, they will compensate Aiswa, and we will pass on this compensation to you. The compensation varies from case to case and is different for each delivery company. In some cases you will need to pay to post the broken item back to Us  in order for us to send out a new piece. If this is the case, it can take a while, and you are advised to make a new order for the same item in the meantime if you need it fast.

For larger or higher value orders, you are strongly advised to purchase freight insurance. If you require this, please ask us at the time of placing your order.

“My Product Arrived But An Important Part Is Missing”

If some key part of your product is missing on delivery, here is how we can solve the problem:

1. Contact us first, with your order number and the product code, and we will help clarify what part is missing.
2. If it is a major, expensive, integral part of the product we may need to follow it up as a “lost/stolen in delivery” case – click here for details.
3. If the part is a small thing or an accessory we will probably be able to help you by simply re-sending it.

“I Bought Something From Aiswa, But You Delivered Me Something Else”

• If Aiswa sent you the wrong item…
• If aiswa  sent you the right item, but its specification / functions are different to what they should be…

…If there seems to be a problem like this, you’ll need to contact us [click here] and provide us with your order number and the details of the problem.

We’ll solve your problem as follows:

1. We’ll confirm the details of the problem with you.
2. If we made a mistake, we’ll refund your original shipping fee, so you can use that money to send the incorrect item back to us in China.
3. When we receive the returned item, we’ll send out the correct item at no additional charge, or give you credit for that item if you want to add it into a future order.
4. If you want a replacement immediately, you should create and pay for a new order for the correct item, and when we get the returned item from you we will credit or refund you for it.