Return & Refund Policy
Last Updated: October 20, 2026
At Autivellie, we aim to provide a clear and straightforward shopping experience. If you are not satisfied with your purchase or encounter a problem with your order, our customer service team is available to review your request and provide appropriate assistance.
This Return & Refund Policy explains the general conditions and procedures for requesting returns, exchanges, and refunds for purchases made through autivellie.com.
1. Return Period
You may request a return within 14 days after receiving your order, subject to the conditions of this policy and any applicable consumer protection requirements.
To request a return, please contact our customer service team at:
Please contact us before sending any product back. Our team will review your request and provide the appropriate return instructions.
Products may qualify for return when the request is submitted within the applicable period and the product meets the relevant eligibility requirements.
2. Eligible Return Reasons
Depending on the circumstances, a return or other resolution may be considered when:
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The product arrives damaged;
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The product is defective;
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You receive an incorrect product;
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An item included in your order is missing;
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The product materially differs from the product ordered; or
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You submit another eligible return request within the applicable return period.
If you experience any of these issues, please contact us as soon as reasonably possible after receiving your order.
All requests will be reviewed according to the circumstances, this policy, and applicable law.
3. How to Request a Return
To initiate a return request, please contact:
Customer Service Email:
service@autivellie.com
Please provide the following information where applicable:
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Your order number;
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The name and email address used when placing the order;
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The product you wish to return;
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The reason for the return;
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Photos or videos showing the issue, where applicable.
Our customer service team will review the information and explain the next steps.
Please do not send any product back before receiving return instructions from us.
4. Product Condition and Return Requirements
Returned products should generally be in substantially the same condition as when received, unused or unworn where applicable, and include relevant accessories, components, or original packaging where reasonably necessary.
We may review the condition of a returned product before determining whether a return or refund request can be approved.
Eligibility requirements may vary depending on the nature of the product, the reason for the return, and applicable consumer protection requirements.
Nothing in this section is intended to restrict any mandatory rights or remedies available under applicable law.
5. Damaged, Defective, Missing, or Incorrect Items
If you receive a product that is damaged, defective, incomplete, incorrect, or materially different from what you ordered, please contact us as soon as reasonably possible.
Customer Service Email:
service@autivellie.com
To help us assess the issue, please provide:
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Your order number;
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A description of the problem;
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Clear photos or videos showing the issue, where applicable.
Our customer service team will review your request and explain the appropriate next steps. Depending on the circumstances and applicable law, a suitable resolution may include a replacement, refund, or another available remedy.
Please contact us before returning the affected product so that we can provide the appropriate instructions.
6. Return Shipping Costs
Return shipping arrangements and costs depend on the reason for the return and the circumstances of the request.
For returns due to a change of mind or an incorrect product selection, return shipping costs may be the customer's responsibility, where permitted by applicable law.
If the return is related to a damaged, defective, incorrect, or otherwise improperly fulfilled order, please contact us before arranging return shipment. We will review the circumstances and provide appropriate instructions regarding return shipping and the available resolution.
Any allocation of return shipping costs will be subject to applicable consumer protection requirements.
7. Refunds and Refund Processing
Once an approved return or refund request has been reviewed, we will inform you of the outcome and any applicable next steps.
If a refund is approved, it will generally be issued to the original payment method used for the purchase, unless otherwise agreed or required by applicable law.
The time required for the refunded amount to appear in your account may vary depending on your bank, card issuer, or payment provider.
After we initiate a refund, additional processing time may be required by the relevant payment provider.
Submitting a return request does not automatically guarantee approval of a refund.
8. Original Shipping Charges
The treatment of original shipping charges depends on the reason for the return, the circumstances of the order, and applicable law.
Where a refund of original shipping charges is required by applicable law or is appropriate because of an error on our part, we will handle the refund accordingly.
For other approved returns, original shipping charges may not be refundable where permitted by applicable law.
9. Order Cancellations
If you wish to cancel an order, please contact our customer service team as soon as possible.
Customer Service Email:
service@autivellie.com
We will review your request according to the current status of your order.
Once an order has entered processing, fulfillment, or shipment preparation, cancellation may no longer be possible.
If your order has already been shipped, please contact us for guidance regarding the options available under this policy and applicable law.
10. Exchanges
If you receive a damaged, defective, or incorrect product and would prefer an exchange, please contact:
Our team will review your request and determine the appropriate solution based on the circumstances, product availability, and applicable requirements.
An exchange may not be available in every situation. Where an exchange cannot be arranged, other appropriate remedies may be considered in accordance with applicable law.
11. Return Requests Submitted After the Return Period
Return requests submitted after the applicable 14-day period may not qualify under our standard return policy.
If exceptional circumstances affect your request, please contact our customer service team and provide the relevant details.
We will review the request in accordance with the circumstances and any applicable legal requirements.
12. Return Address and Return Instructions
Our business address is provided for company identification and business contact purposes. It should not be assumed to be a return processing location.
Before returning any product, please contact our customer service team and wait for specific return instructions.
Please do not send returned products to the business address listed below unless our customer service team specifically instructs you to do so.
This helps ensure that your return can be directed to the appropriate location and reviewed efficiently.
13. Changes to This Return & Refund Policy
We may update this Return & Refund Policy from time to time to reflect changes in our business practices, services, or applicable requirements.
Any revised version will be published on our website with an updated effective or last-updated date, where appropriate.
We encourage customers to review this policy before submitting a return or refund request.
14. Contact Information
If you have questions about returns, refunds, exchanges, cancellations, or an existing order, please contact us using the information below.
Brand Name:
Autivellie
Legal Company Name:
Weihai Lugang International Trade Co., Ltd.
Customer Service Email:
service@autivellie.com
Business Phone:
+86-631-7697555
Business Address:
Room 603, No.90 Haiwan South Road, Laoshan Subdistrict, Rongcheng City, Weihai City, Shandong Province, P.R.China
Website:
autivellie.com
Autivellie is operated by Weihai Lugang International Trade Co., Ltd.