Aware Home – Return & Refund Policy
At Aware Home, we’re committed to delivering practical, stylish, and high-quality kitchen accessories designed to make cooking, serving, and organizing easier. If something isn’t right with your order, we’ll make it right — simply, fairly, and transparently.
✅ Eligibility for a Refund
You may request a return or refund within 14 days of receiving your order if:
You contact us within this timeframe
The item is unused and in its original packaging
The item is damaged, defective, or incorrect
🚫 Non-Refundable Items
We do not accept returns for:
Items that have been used, washed, or altered after delivery
Items returned without original packaging
Custom or made-to-order products
Final sale or discounted items
Products marked non-returnable at checkout
Items damaged due to misuse, improper handling, or excessive force
If the return is caused by the consumer, consumer should be responsible for the shipping fee. The
specific fee should be based on the express company you choose.
If due to our reasons, the goods received are damaged or not correct, and the consumer is not
required to bear the shipping fee for this reason.
Return Address: RM03, 24/F, HO KING COMM CTR,
2-16 FAYUEN ST, MONG KOK
HONG KONG
Returns, Exchanges, Cancellations & Refunds
Returns & Exchanges
We support returns and exchanges within 14 days of delivery.
To be eligible for a return or exchange:
The item must be unused
The item must be in its original packaging
The item must be in resellable condition
The customer must contact us within 14 days of receiving the order
Returns or exchanges may be accepted if the item is damaged, defective, incorrect, or does not match the order details.
Order Cancellation
Customers may request to cancel an order within 24 hours after placing the order, as long as the order has not been shipped.
Our order processing time is usually 1–3 business days after the order is placed.
If the customer requests cancellation before the shipment time and within the 24-hour cancellation period, the order can be cancelled.
Once an order has been shipped or handed over to the courier, it can no longer be cancelled. In that case, the customer may request a return after receiving the package, according to our return policy.
How to Request a Return
To return a package, customers must contact our support team through the Contact Us page and provide the following details:
Order number
Full name
Email address used for the order
Reason for return
Clear photos of the product and packaging, if the item is damaged, defective, or incorrect
After reviewing the request, our support team will provide return instructions and the return address.
Please do not send any product back without approval. Returns sent without prior approval may not be accepted.
Return Shipping Cost
Return shipping costs are the customer’s responsibility unless the item is damaged, defective, or incorrect.
If the return is approved due to our error, such as receiving the wrong item or a defective product, we may cover the return shipping cost or provide another suitable solution.
Refund Method & Timeframe
Approved refunds will be issued to the original payment method used at checkout.
Once the returned item is received and inspected, the refund will be processed within 5–7 business days.
Please note that the final time for the refund to appear in the customer’s account may vary depending on the bank or payment provider.
📝 How to Request a Return
To start a return, please contact our support team with:
Your order number
A brief explanation of the issue
Clear photos of the product and packaging, where applicable
🔄 Return & Refund Process
1. Review & Approval
Our team will review your request and may ask for additional information if needed.
2. Return Instructions
If your request is approved, we will provide:
Return address
Shipping instructions
📦 Return shipping costs are the customer’s responsibility unless:
The item is defective
The item arrived damaged
The wrong item was delivered
3. Refund Issuance
Once your return is received and approved:
Your refund will be issued to the original payment method
Processing time is typically 5–7 business days, depending on your payment provider
📌 Important Notes
All returns must be pre-approved
Items must be returned in original condition
Shipping fees are non-refundable unless the item is faulty
Returns showing signs of use, damage, or missing packaging may be rejected
Excessive or suspicious return requests may be declined
💬 Need Help?
We’re here to support you every step of the way.
If you have any questions regarding returns or refunds, please visit our Contact Us page and our team will ensure your Aware Home experience remains smooth, simple, and worry-free.