Return, Refund, and Warranty Policy

Return, Refund, and Warranty Policy

Return Policy

If you received an item that is damaged or defective, we will replace the item at no additional cost to you. You must contact us immediately through our support channel ailee.soporteoficial@gmail.com, sending photographic evidence within 48 hours of receiving your product.

We can only offer you replacements at no additional cost if you meet the following criteria:

  • Product damaged, broken, or dirty upon arrival.

  • Packages lost in transit. We will manage the situation with the carrier and send a new product to the customer without any extra charge, except in cases where the incorrect address was provided by the customer.

Note: AILEE will not be responsible for orders misrouted or incorrectly addressed by the buyer. In all cases, we will deploy our efforts for timely correction of the address once we are notified of the issue.

Please ensure that all information you have provided is correct before submitting your order to avoid loss in transit.

Customers are advised to carefully enter correct addresses; otherwise, the package will not be delivered.

Report any issues to the email address ailee.soporteoficial@gmail.com or by submitting a ticket on our website https://www.ailee.com/

Withdrawal and Cancellation Policy

Cancellations must be made within 24 hours of placing the order and provided the order has not yet been handed over to the carrier. To cancel, send us an email at ailee.soporteoficial@gmail.com

If the order has already been handed over to the courier, it will be considered a WITHDRAWAL of the purchase and the buyer will bear the shipping and return costs.

Send us an email to ailee.soporteoficial@gmail.com within 5 days of receiving the product explicitly stating that you wish to exercise your right of withdrawal. You must provide us with the account number to which you wish the transfer to be made if payment was made upon delivery. If payment was made through an electronic channel, the refund will be made to the same account used for the purchase.

The customer must send or leave the product according to the collection instructions. The product must be delivered in the same conditions in which it was received, without signs of misuse, damage to the packaging, or any other situation that diminishes its value.

Once the product is received and verified to be in perfect condition, we will proceed with your refund, which will be processed within a maximum of 8 business days.

For the purpose of the right of withdrawal, the shipping and return costs of the product are set at $60,000.

AILEE reserves the right to refuse any replacement or refund that does not meet these criteria.

Once the refund has been issued, we will send confirmation to the email provided.

If you have not yet received your refund, please check with your bank or card issuer, as it may take some time to reflect. If the problem persists, contact us at ailee.soporteoficial@gmail.comor through a ticket on our website.

Warranty Policy

The product warranty term is explicitly stated on the product description page.

To apply for the warranty, you must immediately contact our exclusive warranty support channel via email at ailee.soporteoficial@gmail.com, describing the fault or malfunction and attaching photographic and/or video evidence.

The warranty only covers manufacturing defects and does not apply to damage due to misuse, falls, breakages, or damage attributable to third parties.

The warranty does not extend the right of withdrawal beyond the term established by law.

Acceptance of the product for review does not imply automatic acceptance of the warranty.

During the warranty period, the product will be inspected to determine the cause of the damage. If it is confirmed that the damage is due to a manufacturing defect, it will proceed to repair at one of our authorized service centers.

At AILEE's discretion, it will be decided between repair or replacement of the defective product.

If the problem persists after two replacements, an agreement can be reached with the buyer to refund the product.