Refund policy
30-Day Return Policy
We want you to be completely satisfied with your purchase. If you're not satisfied with your order, you may request a return within 30 days of delivery.
To be eligible for a return, your item must:
- Be unused and in the same condition you received it
- Be in its original packaging
- Include proof of purchase
To start a return, contact us with your order number and reason for return:
Once your return is received and inspected, we'll notify you of the approval or rejection of your refund. Country-specific terms are set out below.
Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives. If your item arrives damaged, defective, or incorrect, contact us within 7 days of delivery with photos of the issue.
We'll cover a replacement or refund in these cases, at no cost to you. This applies to all orders, including items marked Final Sale.
Canada Orders — Return Shipping
For orders shipped within Canada, customers are responsible for return shipping costs, unless the return is due to our error (wrong or defective item).
United States Orders — Returns
For orders shipped within the United States:
- Damaged, defective, or incorrect items (any price): fully covered. Email us within 7 days of delivery with photos and we'll arrange a replacement or refund — you will not need to ship the item back.
- Change-of-mind returns, items under $75 USD: email us within 30 days of delivery. Once approved we'll issue your refund, and in most cases you will not be asked to return the item. Items must be unused and in original packaging.
- Items priced $75 USD and over: these are marked Final Sale on the product page and are not eligible for change-of-mind returns. They remain fully covered if they arrive damaged, defective, or incorrect.
To start a return, email hello@aivayi.com with your order number and reason.
Final Sale Items
The following are not eligible for return or exchange, unless the item arrives damaged, defective, or incorrect:
- Items marked "Final Sale" or bought during a clearance promotion at checkout
- United States orders priced $75 USD or over (marked Final Sale on the product page)
Exchanges
Need a different size or color? Contact us and we'll help arrange an exchange, subject to availability.
Refunds
Once we receive and inspect your returned item (or approve your return where no item needs to be sent back), we'll notify you whether your refund has been approved.
If approved, your refund will be processed to your original payment method within 5–10 business days.
Shipping costs are non-refundable unless the return is due to our error.
If you haven't received your refund within 10 business days of approval, please contact us at:
Cross Bundle Products
Some of our products (bundles combining two or more different items, such as our "Duo," "Kit," and "Bundle" products) may ship in separate packages and arrive on different days. This is expected and doesn't mean your order is incomplete — please allow a few extra days after your first package arrives before contacting us about the rest.
If you need to return, exchange, or report a defect on just one item within a cross bundle, you don't need to send back the whole bundle — contact us with your order number and we'll handle the affected item on its own. For damaged or defective items, the 7-day reporting window starts from the delivery date of that specific item, not the bundle as a whole.
Contact Us
If you have any questions regarding returns or refunds, please contact:
Aivayi
hello@aivayi.com