1. Eligibility for Returns
Returns or exchange requests may be accepted when:
- Products arrive damaged during transportation.
- Products do not match the confirmed order specifications.
- Incorrect products were delivered.
- Products arrive with quality issues verified by our quality team.
Due to food safety regulations, we cannot accept returns for products that have been opened, improperly stored, or handled after delivery.
2. Reporting an Issue
Customers must notify AO Holdings within 48 hours of delivery. Please include:
- Order number
- Product name and batch number
- Quantity affected
- Detailed description of the issue
- Clear photos or videos of the product, packaging, labels, and shipping documents
Claims submitted after the notification period may not be eligible for review.
3. Inspection Process
Our quality assurance team will review all submitted information and may request additional documentation.
AO Holdings reserves the right to inspect products or appoint an independent third-party inspector when necessary.
4. Approved Returns & Exchanges
If a claim is approved, AO Holdings may, at its sole discretion:
- Replace the affected products
- Issue a partial or full refund
- Provide a credit note for future orders
5. Return Shipping
If the issue is caused by AO Holdings or the manufacturer, return shipping costs will be covered by AO Holdings.
If the issue is not related to product quality, specifications, or shipping errors, return costs remain the customer's responsibility.
6. Non-Returnable Products
The following items cannot be returned or exchanged:
- Opened products
- Products stored outside required temperature conditions
- Products past their shelf life due to customer handling
- Customized or private-label products unless defective
7. Contact Us
For return or exchange requests, please contact our trade desk through the website contact form or your assigned account manager.
AO Holdings Trade Food LTD
Email: [email protected]
Website: https://aotradings.com