Refund policy

Return and Refund Policy

Last updated: August 27, 2026

This Return and Refund Policy applies to purchases made through the Absen online store at shop.absen.com, operated by Absen INC. (“Absen”, “we”, “us” or “our”).

1. General Return Policy

Except where required by applicable law, all sales are generally final.

We do not normally accept returns, refunds or exchanges solely because a customer:

changes their mind;
no longer needs the product;
orders the incorrect product, model, specification or quantity;
finds an alternative product or supplier after purchase; or
requests a return for another reason unrelated to a defect, shipping issue or error attributable to Absen.

Customers are responsible for reviewing product descriptions, specifications, compatibility information and order details before placing an order.

Nothing in this policy limits any mandatory rights that cannot legally be excluded.

2. Eligible After-Sales Issues

We will review return, replacement, repair or refund requests where there is a legitimate issue with an order, including:

the product arrives materially damaged;
the product is defective;
the product received is materially different from the item ordered;
an incorrect product or quantity was supplied by Absen;
items are missing from the shipment; or
another objectively verifiable issue exists for which Absen is responsible.

Please contact us as soon as reasonably possible after discovering an issue.

We may request photographs, videos, serial numbers, diagnostic information, packaging information or other reasonable evidence necessary to verify the issue.

3. Resolution

Depending on the circumstances, product condition, applicable warranty and applicable law, Absen may provide an appropriate remedy such as:

repair, replacement, reshipment, partial refund or refund.

The appropriate solution will be determined after the issue has been reviewed.

A refund is therefore not automatically the first or only remedy available.

4. Returns Without Authorization

Please do not return products without prior authorization from Absen.

Unauthorized returns may be refused or may result in additional transportation, customs, handling or storage charges where permitted by applicable law.

For authorized returns, we will provide return instructions.

Return address:

Absen
No. 3, Donghua South Road
Dongjiang Hi-tech Industry Park
Huizhou City, Guangdong Province 516255
China

Email: service@absen.com

5. Return Shipping Costs

Where a return results from a confirmed defect, shipping damage, incorrect item or another issue attributable to Absen, Absen will determine the appropriate return shipping arrangement and bear reasonable return shipping costs where required.

Where applicable law permits a customer to return an item for reasons not attributable to Absen, the customer may be responsible for return shipping and associated costs.

6. Customs Duties and Taxes

Unless expressly stated otherwise, international shipments are made on a DAP (Delivered at Place) basis under Incoterms® 2020.

Import duties, import VAT/GST, brokerage fees, customs clearance charges and other import-related charges paid by the recipient to DHL, customs authorities or other third parties are not payments made to Absen.

Accordingly, these amounts are generally not refundable by Absen.

Customers should contact the relevant customs authority or service provider regarding any potential reimbursement of import charges.

7. EU Consumer Right of Withdrawal

If you are a consumer located in the European Union, applicable consumer protection law may provide you with a statutory 14-day right of withdrawal for eligible distance purchases even where the product is not defective.

This statutory right is separate from Absen's general commercial return policy.

Certain purchases may be excluded from the statutory withdrawal right, including, where applicable, products made to customer specifications or clearly personalized products, and services that have been fully performed after the legally required customer consent and acknowledgement.

For eligible services that have begun at the consumer's request during the withdrawal period, the customer may be required to pay for the proportion of the service already provided where permitted by law.

EU consumers may exercise applicable withdrawal rights through the electronic cancellation/return function provided through the Absen online store or by contacting service@absen.com.

Where the customer exercises a statutory change-of-mind withdrawal right, the customer is responsible for the direct cost of returning the goods where permitted by law and where the customer has been informed of this responsibility in advance.

Mandatory consumer rights remain unaffected.

8. Business Customers

Orders placed by companies, organizations or individuals acting primarily for business or professional purposes are treated as business transactions where applicable.

Unless otherwise agreed in writing or required by law, business customers do not receive consumer change-of-mind withdrawal rights.

Any quotation, purchase agreement, purchase order or separately agreed commercial terms may supplement or override this policy for the relevant business order.

9. AbsenCare and Other Services

Cancellation and refund eligibility for AbsenCare or other services depends on the nature of the service and whether performance has begun or been completed.

Where services have already been performed, resources have been committed, travel has been arranged, third-party costs have been incurred or customized preparation has begun, some or all charges may be non-refundable where permitted by law.

Mandatory consumer rights remain unaffected.