Refund policy

RETURN AND REFUND POLICY

Last updated: September 1, 2026

30-DAY RETURN REQUEST PERIOD

You may request a return within 30 days after receiving your order.

To qualify, the item must be unused, unopened, and in the same condition in which it was received, including its original packaging, seals, tags, and accessories. A receipt, order number, or other proof of purchase is also required.

Submitting a request does not automatically guarantee approval. Each request will be reviewed based on the condition of the product, the reason for the return, and applicable consumer protection laws.

STARTING A RETURN

To request a return, contact AYOSNA through our Customer Support page or the business contact details published on our website.

Please include:

• Your name and order number
• The product involved
• The reason for the request
• Clear photos or videos when the item is damaged, defective, incomplete, or incorrect

Do not send an item back without approval. Returns sent without prior authorization may not be accepted. If approved, we will provide the return instructions and the correct return address.

DAMAGED, DEFECTIVE, INCORRECT, OR MISSING ITEMS

Please inspect your order as soon as it arrives. If an item is damaged, defective, incorrect, or incomplete, contact us as soon as possible so we can review the concern.

Keep the product, original packaging, shipping label, and any available photos or videos until the review is complete.

If the claim is approved, AYOSNA may offer an appropriate replacement, refund, or other remedy required under applicable consumer protection laws.

CHANGE-OF-MIND RETURNS

Change-of-mind returns may be considered only for eligible items that remain unused, unopened, sealed, and in their original condition and packaging.

If a change-of-mind return is approved, the customer is responsible for the return shipping cost. Original shipping fees are generally non-refundable unless the return results from an AYOSNA error, a defective product, or another circumstance covered by applicable law.

NON-RETURNABLE ITEMS

For health, hygiene, and safety reasons, the following items generally cannot be returned after they have been opened, unsealed, or used:

• Food, beverages, supplements, and other consumable products
• Personal care, beauty, and hygiene products
• Perishable goods
• Customized or personalized products
• Gift cards
• Hazardous materials, flammable liquids, or gases

These exclusions do not apply when an item is defective, damaged upon arrival, incorrect, or otherwise covered by rights provided under applicable consumer protection laws.

SALE ITEMS

Sale or promotional items are not automatically excluded from returns. Claims involving damaged, defective, incorrect, or incomplete sale items will still be reviewed according to this policy and applicable law.

EXCHANGES AND REPLACEMENTS

If you need a different item or believe a replacement is appropriate, contact us before returning anything. Exchanges and replacements are subject to approval and product availability.

ORDER CANCELLATIONS

You may request cancellation before the order has been processed or forwarded for fulfillment. Once processing or delivery preparation has begun, cancellation may no longer be possible.

REFUNDS

We will notify you after the returned item or supporting evidence has been reviewed and confirm whether the refund is approved.

For prepaid orders, approved refunds will generally be returned through the original payment method when available.

For Cash on Delivery orders, approved refunds may be sent through an agreed bank transfer, e-wallet, or another available refund method. The customer may be asked to provide the information needed to process the refund securely.

Approved refunds are normally processed within 10 business days. Additional processing time may be required by banks, payment providers, or other financial services.

CUSTOMER SUPPORT

For questions about returns, cancellations, replacements, or refunds, please contact us through the Customer Support page or the business contact details published on our website.