Refund policy
Return and Refund Policy
Right of Withdrawal (EU Customers)
If you are located in the European Union, you have the right to withdraw from your purchase within 14 days of receiving the last item in your order, without giving any reason.
How to Start a Return or Cancellation
To exercise your right of withdrawal, log in to your customer account at account.ayena.us and submit a return or cancellation request through your order history.
If you checked out using a phone number only (without an email address), you cannot access the customer account portal. Please use the return link provided in your SMS order confirmation to submit your request.
Return Shipping
Unless the item is defective or incorrect, you are responsible for the cost of return shipping.
Refunds
Once we receive your returned item, we will process your refund within 14 days. Your refund will include the original standard shipping cost. Expedited or premium shipping fees are non-refundable.
Refunds will be issued to your original payment method.
Exceptions
The right of withdrawal does not apply to:
- Sealed goods that are not suitable for return due to health or hygiene reasons, if unsealed after delivery
- Custom or personalized items
- Digital products that have been accessed or downloaded