At An Tissue, we want you to be completely satisfied with your purchase. If for any reason you are not happy with your order, we offer a straightforward return policy to make your experience as easy and stress-free as possible. Please read the following guidelines to understand how returns and exchanges work.

1. Return Eligibility

To qualify for a return, the following conditions must be met:

  • The item must be unused, unopened, and in its original packaging.
  • The return request must be made within 30 days of receiving your order.
  • The product must not be a final sale or personalized item (such as custom products, sale items, etc.).

2. How to Return an Item

If you wish to return an item, please follow these steps:

  1. Contact Us: Reach out to our customer service team at [email protected] or +14107010625 within 30 days of receiving your order. Provide your order number and details of the product(s) you wish to return.
  2. Return Authorization: Once we receive your request, we will provide you with a Return Authorization (RA) number and instructions for sending the item back to us.
  3. Packaging: Ensure that the item is securely packaged in its original condition and packaging to prevent damage during return shipping.
  4. Ship the Item: Send the item back to the address we provide. Please use a trackable shipping service for your return. Shipping costs for returns are the responsibility of the customer, unless the return is due to an error on our part (e.g., damaged or incorrect items).

3. Refunds & Processing

  • Once your return is received and inspected, we will notify you via email about the status of your refund.
  • If the return is approved, a full refund will be issued to your original payment method. Please note, it may take 5-10 business days for the refund to reflect in your account, depending on your payment provider.
  • If the item is not eligible for return (e.g., damaged, opened, or used), we will notify you, and no refund will be issued.

4. Exchanges

We do not offer direct exchanges. If you wish to exchange an item, please return the original item for a refund and place a new order for the replacement item. Follow the return steps above to process the return and refund.

5. Damaged or Defective Items

If you receive a damaged or defective item, please contact our customer service team immediately. We will resolve the issue promptly by offering a replacement or refund, and we will cover the return shipping costs for faulty products.

6. Non-Returnable Items

The following items are non-returnable:

  • Personalized or custom products.
  • Perishable goods or products that have been opened or used.
  • Items purchased during promotional sales, unless otherwise specified.

7. Order Cancellations

If you wish to cancel your order before it has been shipped, please contact us as soon as possible. We will do our best to accommodate your request. If your order has already shipped, please follow our standard return process.

8. Shipping Costs

Shipping costs for returning an item are the responsibility of the customer unless the return is due to an error on our part (e.g., wrong or defective product). Please ensure you choose a reliable and trackable shipping method.

9. International Returns

For international orders, the return process remains the same, but please be aware that return shipping costs are the responsibility of the customer. Additionally, customs duties or import taxes may apply and are non-refundable.

If you have any further questions or concerns about our return policy, please do not hesitate to contact us. We are here to help and ensure your satisfaction!