Refund policy

Returns and refunds

Request a return within 30 days after delivery by emailing aulexmed@gmail.com with your order number, product and reason. We provide return instructions. Our approval process does not restrict statutory withdrawal or consumer rights.

Change-of-mind or sizing returns

Under our voluntary 30-day return offer, items must be unused, unworn, clean and complete with original packaging, tags and accessories. Inspection or fitting permitted under applicable consumer law does not remove statutory rights. Check your exact model, measurements, size and side before ordering.

For a voluntary change-of-mind or incorrectly selected size return, the buyer pays tracked return shipping to China and lawful return clearance costs. Original outbound shipping is not refunded for voluntary returns except where law requires otherwise. No restocking fee applies.

Damaged, defective or wrong items

Contact us promptly if goods arrive damaged, defective or different from your order. Photos of the goods and packaging can help. Do not send private medical records. We will arrange an appropriate replacement, refund or remedy and cover reasonable necessary return shipping where the issue is our responsibility. The 30-day voluntary return window does not limit statutory rights for defective goods.

Return address

厦门稳利进出口有限公司
Floor 3, Unit 1, Mengtai Health Technology Industrial Park, No. 577 Tongfu Road, Tong’an District, Xiamen, Fujian, China.
福建省厦门市同安区通福路577号蒙泰健康科技产业园三楼之1
Phone: +86 184 0505 6462

All returns go to China, including orders originally shipped from the US. Do not return to our California dispatch warehouses. Contact us before dispatch for instructions. Use tracking and keep your receipt. International returns may take several weeks and can be costly.

Refunds and exchanges

We inspect returned goods and notify you of the outcome. Approved refunds go to the original payment method within 10 business days after receipt and inspection, unless law requires earlier reimbursement. Your payment provider may need extra processing time. Contact us if a refund has not arrived after 15 business days. For a different size or model, request a return and place a new order, subject to availability.

Cancellation and statutory rights

Contact us promptly to cancel before dispatch. After dispatch, applicable return or withdrawal procedures apply. Nothing in this policy limits mandatory consumer rights in your country.

Where EEA or UK distance-selling withdrawal rights apply, you generally have 14 days after delivery to notify withdrawal and a further 14 days to send goods back. Eligible refunds include the least expensive standard outbound delivery charge and are made within the legally required time. Where permitted, reimbursement may be withheld until receipt of goods or proof of return. Direct return costs are borne by the buyer if lawfully disclosed, unless goods are defective or we agree otherwise. Statutory exceptions and rules for handling beyond necessary inspection apply only as allowed by law.

Support: aulexmed@gmail.com / +1 302 465 5340 / +86 184 0505 6462.

Request a return or cancellation online

Sign in to request a return or cancel an order. Use the email address from your order and the verification code, open your order, select the items and confirm your request. You will receive an email confirmation. You may also contact aulexmed@gmail.com; an account is not required to exercise statutory rights.

The voluntary 30-day return period starts when the last item in the order is delivered. If the deadline falls on a weekend or public holiday, it extends to the next business day. Cancellation requests are available until the items are fulfilled; a request is reviewed by our team and is not an automatic refund.

For an eligible EEA or UK statutory withdrawal, we reimburse within 14 days after being informed of the withdrawal, subject only to a lawful right to withhold reimbursement until receiving the returned goods or evidence that they have been sent back. These statutory deadlines take precedence over our voluntary inspection-based refund schedule.