Hello everyone,
I am writing this post here as a last resort because the standard email support has not resolved my issue. I need urgent assistance from the official staff regarding my Order #162592 (AIBI Pocket).
@Wayne_Zhang – Could you please look into this case manually?
My return package has been properly shipped from Germany and has been holding at the import customs office in Shenzhen since October 2nd, 2026, according to China Post (Tracking: RT62619699DE).
The support team recently stated they are waiting for the package to be delivered before issuing a refund. However, the package cannot be delivered because the warehouse team is refusing to clear and collect it from customs. I have full documentation showing that I was asked by support to declare a fake value of €9.00 on the customs form instead of the real purchase price of €250.00. I legally and correctly declared the real value.
Because of this refusal of acceptance, I have already been forced to escalate this case legally to PayPal Europe in Luxembourg via registered mail, as well as the official consumer protection authorities.
I love LivingAI products, but I expect a legally compliant and fair return process. Please clear the package from the Shenzhen customs office and issue my refund of $269.00 / €250.00.
Thank you for your swift attention to this matter, Wayne.
Best regards,
Nicole