Refund policy
We are committed to delivering fully functional products. If you receive an incorrect, defective, or damaged item, we take full responsibility for replacing it or sending repair parts. However, please review the product descriptions, dimensions, and specifications carefully before purchasing, as customers are responsible for return costs or fees resulting from accidental purchases, buyer's remorse, or sizing and compatibility issues.
Contact Customer Service via phone or email to request a return:
- New, unused, and undamaged items may be returned for a refund, minus original and return shipping costs. Returns are accepted within 30 days of the purchase date. Returns requested after 30 days require manager approval and may be subject to a restocking fee.
- Not all items qualify for returns. Customer remorse is not grounds for a full return/refund. Shipping and handling fees will be deducted if the correct item(s) were shipped and the item(s) are not defective or damaged. Approval of return requests is at the discretion of Awoco.
- We reserve the right to request pictures of the item condition before authorizing a return.
- For authorized returns, a prepaid shipping label will be provided. We do not reimburse or cover costs if the customer pays for their own shipping service.
- We do not reimburse or cover costs for third-party labor, repair services, or tools and items purchased independently to fix or install a product.
- Items that have been used, custom manufactured or made to order (“Special Order”) may not be returned.
- Items that have been clearly used, particularly for an extended period of time, with clear indications of use (stains, odors, dents, scratches, etc) are not eligible for returns or refunds.
- Returned items must be the exact, original item purchased from Awoco. We do not accept items that have been swapped, substituted, or items not sold by Awoco. Any unauthorized items shipped to us will not be refunded or returned.
- For freight (LTL) returns, items must be packed and ready for pickup by the trucking company at the agreed upon pickup time.
- For exchanges or returns, we will need the Order # to best locate the record of purchase in our system. Product must be in its original condition, and include the original box, packaging, and all accessories. Pack the item in its original packaging securely to protect from damage during shipping.
Non-defective returned items are inspected upon arrival to verify their condition and resellability. Once an item passes inspection with no defects or damage, a refund will be issued to the original payment method, minus shipping costs. Items returned in unsatisfactory condition may be subject to a restocking fee of 20% or higher.
Defective items shipped to the buyer are subject to a free exchange, or a free return and full refund, with confirmation and authorization of the manager and/or technicians, after all troubleshooting methods have been exhausted, and replacement parts are not adequate to resolve the issue.