Returns & Refunds
Thank you for shopping with Aviae & Co.
We want you to feel confident when purchasing from us. This Refund Policy explains how returns, exchanges, refunds, and damaged or defective items are handled.
1. Return Window
We accept eligible return requests within 30 days of delivery.
To request a return, contact us at:
Please include your order number and the reason for your return request.
2. Return Eligibility
To be eligible for a return, items must be:
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Unused
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Unwashed
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Unworn
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Free from stains, odours, hair, makeup, skincare residue, or damage
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In the same condition you received them
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In the original packaging, where applicable
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Accompanied by proof of purchase
Because our products are personal-use sleep and beauty items, we may not accept returns that show signs of use or handling that prevents resale.
3. Personal-Use and Hygiene Items
For hygiene reasons, silk pillowcases, sleep masks, scrunchies, and related sleep accessories must be unused, unwashed, and in original condition to qualify for return.
We reserve the right to refuse returns that do not meet these conditions.
This does not affect your rights if an item arrives defective, damaged, or incorrect.
4. Non-Returnable Items
The following items are not eligible for return unless they arrive damaged, defective, or incorrect:
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Used or washed items
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Items with stains, odours, hair, makeup, skincare residue, or visible wear
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Items removed from original packaging where hygiene resale is affected
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Gift cards
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Final sale items
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Items purchased during final sale promotions
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Items returned without approval
5. How to Start a Return
To request a return, email us at:
Please include:
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Your full name
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Order number
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Email address used at checkout
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Item you would like to return
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Reason for return
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Photos, if the item is damaged, defective, or incorrect
If your return is approved, we will provide return instructions.
Please do not send items back without contacting us first. Unapproved returns may not be accepted.
6. Return Shipping
Unless the item arrived damaged, defective, or incorrect, customers are responsible for return shipping costs.
Original shipping fees are non-refundable unless required by law or unless the return is due to our error.
We recommend using a trackable shipping method. Aviae & Co. is not responsible for return packages that are lost or damaged in transit.
7. Inspection and Refund Approval
Once we receive your returned item, we will inspect it to confirm whether it meets the return conditions.
If approved, your refund will be processed to the original payment method.
Refund processing times may vary depending on your bank, credit card provider, or payment processor.
If the item does not meet our return conditions, the return may be refused. In that case, we may contact you about next steps.
8. Refunds
Approved refunds will be issued to the original payment method used at checkout.
Please allow time for your bank or payment provider to process the refund after it has been issued.
Shipping fees, return shipping costs, and any non-refundable charges may be deducted from the refund unless the item was damaged, defective, incorrect, or unless otherwise required by law.
9. Exchanges
We may offer exchanges depending on product availability.
If you would like to exchange an item, contact us at:
Exchanges are subject to the same eligibility conditions as returns.
If the requested item is unavailable, we may offer a refund, store credit, or another available option.
10. Damaged, Defective, or Incorrect Items
Please inspect your order when it arrives.
If your item is damaged, defective, or incorrect, contact us as soon as possible at:
Please include:
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Your order number
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A description of the issue
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Clear photos of the item
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Clear photos of the packaging
We will review the issue and, where appropriate, offer a replacement, exchange, refund, store credit, or other solution.
11. Order Cancellations
If you need to cancel an order, contact us as soon as possible at:
We cannot guarantee cancellation once an order has been processed, fulfilled, or shipped.
If your order has already shipped, it will need to be handled under this Refund Policy.
12. Sale Items and Promotions
Items purchased during a sale or promotion may be eligible for return unless marked as final sale.
Final sale items cannot be returned or exchanged unless they arrive damaged, defective, or incorrect.
Discounts cannot be applied retroactively to previous orders.
13. Gifts
If the item was marked as a gift and shipped directly to you, we may offer store credit where appropriate.
If the gift giver placed the order, refunds may be issued to the original payment method used by the gift giver.
14. Your Rights
Nothing in this Refund Policy limits any rights you may have under applicable Canadian consumer protection laws.
15. Contact Us
If you have questions about this Refund Policy, contact us at:
Aviae & Co.
Email: aviaeshop@outlook.com
Business Location: Canada