Refund and Returns Policy

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Return and Refund Policy

We offer a faster dispute resolution process and greatly appreciate your cooperation in providing the following information:

a. Photos or videos of the damaged item to support the damage claim. If photos alone cannot demonstrate the damage, please upload a video.

b. Screenshots of the received email or dispute show the sender's name, date, and content. This includes complaints submitted by customers through PayPal Dispute or other gateways, email, etc.

c. If our Dispute Team asks for a return, the products must be returned to Asisama Warehouse.

Asisama will issue a refund or accept a return in any of the following cases, except in significant interpretation:

Please keep in mind that we are unable to offer a refund or resend your order if the tracking information indicates that it has been delivered. However, if you have not received your package, we have a solution to help you. All you need to do is obtain a non-delivery certification with an official seal from the local post office. On the other hand, if the tracking information shows an alert, it may indicate that there is an issue with the delivery. Some of the reasons for the alert may include an incorrect or insufficient address, an unknown recipient, or a failure to pick up the package on time. We want you to have the best possible experience with us, so please reach out to us if you have any concerns about your delivery.

Attention valued customers,

We want to ensure that you receive your orders in a timely and efficient manner. Therefore, we would like to provide some important information regarding tracking and delivery of your orders.

Please note that orders may lack tracking information, be in transit, pending, or expired 60 days after they depart from our warehouse. However, shipping times may vary depending on the country and shipping method. For example, orders shipped to the USA will be counted as expired 45 days after they depart from our warehouse, while orders shipped to Brazil may take up to 110 days due to strict customs clearance.

In addition, please be aware that sometimes packages may arrive at the nearest post office to the buyer and become pending due to various reasons such as insufficient address, unclaimed package, or incorrect phone number. To avoid any delays, we recommend that clients contact their local post office for delivery.

Furthermore, in Israel, packages are typically delivered to self pick-up cabinets due to national realities, phone numbers, and religious beliefs, which may result in longer delivery times. Therefore, it is advised to contact the local post office or go to the post office for delivery.

Lastly, we understand that sometimes there may be discrepancies between the local tracking number and the actual delivery of the package. In such cases, we assure you that we will do our best to verify the situation. However, please note that this may take a long process (1-2 months) with no guarantee of a positive result.

We are committed to providing you with the best possible service, and we hope that this information will be helpful to you. Thank you for your continued support.

We have a comprehensive policy for handling damaged packages, which is as follows:

  1. Full Refund or Replacement for Severe Damage: If your package arrives severely damaged, we will offer you a full refund or replacement.
  2. Partial Refund or Replacement for Partial Damage: If your package arrives with partial damage, excluding minor issues like thread damage, slight wrinkles, or small scratches, we will provide a partial refund or replacement.

Important Notes:

a. Recommendation for Fragile Products: We highly recommend that you opt for a refund for fragile products.

b. No Refunds for Damaged Packing Boxes: Unfortunately, we cannot offer refunds or other after-sale services for damaged packing boxes due to long-distance international delivery.

c. Timeframe for Complaints: For ordinary electronic products, clients should lodge complaints or open disputes within 30 days of package delivery.

d. Refunds for Service Products: We refund the cost of service products based on the price in the Chinese market. If the price is higher, we bear no responsibility. For more details on service products, please refer to the important interpretation below.

We have a strict quality control process in place before dispatching our products. In case you receive incorrect or missing products, please refer to the following guidelines:

a. If you receive incorrect products, we offer a full refund or replacement.

b. For products with incorrect color, size or any other non-functional issues, we offer a refund or resend if you provide a screenshot of your client’s complaint, including their name, content, and date.

c. For missing parts that do not affect the product function, we may either refund partially or resend the missing part. However, for missing parts that affect the product function, we will resend the product only.

d. In case of any missing accessories, we will resend them to you.

Please keep in mind the following information:

– We provide a full refund if you cancel an order before our warehouses process the products.

– POD orders cannot be canceled once the payment is made, as they are customized to your preferences.

– Preorder inventory orders cannot be canceled after payment, as they are unique products only available to you.

– Video and photo orders cannot be canceled after payment, as we plan and prepare them specifically for you.