After-Sales Policy

After-Sales Policy

General Provisions

Thank you for choosing AET REMOULD products. We are committed to providing you with high-quality products and services. The following is our after-sales policy, applicable to all products purchased through official AET REMOULD channels.

 

Return and Exchange Policy

  • During the product manufacturing process, we maintain close communication with customers to ensure the final product meets expectations.
  • Due to the unique nature of customization, all AET REMOULD products are non-returnable and non-exchangeable.
  • If you experience any issues with your product, we sincerely invite you to submit a repair request within the warranty period.

 

Warranty Policy

  • AET REMOULD provides a three-year free warranty service.
  • The free warranty does not cover normal wear and tear, loss, theft, or damage caused by improper use.
  • Each product comes with a unique identification number. Please keep the relevant documents safe, as they will be required when submitting any warranty service request.


Maintenance Service

  • During the product warranty period, AET REMOULD provides a free annual product maintenance service.

 

Service Process

  • Please submit warranty requests through our customer service email or hotline.
  • Provide your order number, problem description, and relevant photos to customer service.
  • After customer service review and approval, you will be provided with repair guidelines and a mailing address.
  • Customers should mail the product according to the guidelines and address provided.
  • AET REMOULD will conduct professional inspection and repair upon receipt.
  • The product will be returned to the customer after warranty service is completed.

 

Related Costs

  • If the product has manufacturing defects, all related costs will be borne by AET REMOULD.
  • For services such as routine maintenance, related shipping costs are to be borne by the customer.
  • For repair services outside the warranty scope, we will communicate the related costs to you in advance and proceed with repairs only after obtaining your consent.
  • International Customer Service
  • International customers may need to bear additional customs duties and taxes.
  • International shipping times may be longer; we appreciate your patience.
  • We recommend using trackable shipping methods to ensure the safe arrival of your product.

 

Contact Information 

  • Customer Service Email: cs@aetremould.com
  • Customer Service Phone: +49 1623899328 (Tel/WhatsApp)

 

This after-sales policy does not affect your other rights under the law. We look forward to providing you with a quality after-sales experience and thank you for your understanding and support.