Aokelang

Return Policy

Aokelang manufactures and exports commercial floor machines to distributors and businesses worldwide. Because our machines are built to order and shipped internationally, this Return Policy explains how we handle damaged, defective or incorrect goods, and when a return, replacement or credit applies.

1. Inspection on Arrival

Please inspect every shipment as soon as it arrives:

  • Check the number of packages against the packing list
  • Look for visible damage to crates, pallets and machines
  • Note any damage or shortage on the delivery receipt before signing
  • Take photos of the packaging and the goods

Report any damage, shortage or incorrect item to us within 7 days of delivery at info@aokelang.com.

2. Damaged in Transit

If goods arrive damaged during shipping:

  • Send us photos, the delivery receipt and the bill of lading within 7 days
  • For CIF shipments, we will file the claim with our cargo insurer on your behalf
  • For FOB shipments, the claim is made with the insurer you arranged, and we will provide any documents you need

Once the claim is confirmed, we will send replacement parts or a replacement machine as agreed with the insurer.

3. Defective on Arrival

If a machine does not work when first used, it is treated as defective on arrival:

  • Contact us within 14 days of delivery with the model, serial number and a video of the problem
  • Our engineers will diagnose the fault by video call or WhatsApp
  • We will send free replacement parts with repair instructions, or replace the machine if it cannot be repaired

Defects found after 14 days are handled under our warranty terms.

4. Wrong Model or Quantity

If you receive a model, configuration or quantity different from your order confirmation:

  • Report it within 7 days of delivery with photos and the packing list
  • We will send the correct goods at our cost, or issue a credit against your next order

The original incorrect goods may be returned at our cost or kept at an agreed price.

5. Returns Without a Defect

Because machines are built to order and shipped internationally, we do not accept returns for change of mind once an order has shipped. In special cases, a return may be approved in writing under these conditions:

  • The machine is unused and in its original packaging with all accessories and manuals
  • The request is made within 14 days of delivery
  • The buyer pays return freight, import duties and customs costs
  • A 20% restocking fee is deducted from any refund

No machine may be returned without written approval and a return authorization number.

6. Non-Returnable Items

The following items cannot be returned:

  • OEM and private-label machines made with your branding
  • Machines with custom specifications or configurations
  • Batteries, chargers and electrical components, once installed or used
  • Consumables and wear parts, including brushes, pads, squeegee blades and filters
  • Machines that have been used, modified or damaged after delivery

Defects in these items are covered by our warranty where applicable.

7. Refunds and Credits

When a return or claim is approved:

  • Refunds are made to the original payment account within 14 working days of approval or receipt of the returned goods
  • Bank and transfer fees are not refundable
  • Distributors may choose a credit note against their next order instead of a refund

Refunds are made in the currency of the original payment.

8. How to Request a Return or Claim

To start a claim, send us:

  • Your order number and invoice
  • The model and serial number of each machine affected
  • Photos or video of the problem
  • A short description of the issue

Our team will reply within 2 hours on working days (China time) with the next steps and, if approved, a return authorization number.

9. Contact Aokelang Sales Team

For returns, claims or warranty questions, contact our after-sales team:

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