We want you to feel completely confident shopping with Avenea. Because of the intimate nature of what we sell, our returns process is built around two things at once: your safety, and your right to a fair resolution if something's actually wrong. Here's exactly how it works.

How we count the days below: "Date of delivery" means the delivery date confirmed by the carrier's tracking record. For most of Canada this is a straightforward scan date; for some remote and northern communities, your order may be handed off from UPS to a regional air or postal partner for final delivery (see our Shipping Policy), so the tracking-confirmed delivery date — not an estimated one — is always the reference point. Every deadline below (30 days, 7 days) is satisfied by contacting us and receiving a Return Authorization number within that window — you don't need the physical item back in our hands by that date, just your request in before it closes. This matters most for longer-transit addresses, where a return shipment back to us can itself take several days.

Before You Return Anything

Please contact us at aveneawellnesscs@gmail.com before sending any item back. We'll confirm your return is eligible, issue a Return Authorization (RA) number, and provide a return address. Returns sent without a prior RA number may face delays, as we won't be expecting the package. This mirrors standard practice across the intimate wellness category and it protects you too — your return is confirmed *before* it's in transit, not after.

Order Cancellation

You can cancel an order any time before it ships by contacting customer support. Once an order has shipped, it can no longer be cancelled and falls under the return terms below.

Change-of-Mind Returns (Unopened Products)

If you change your mind, unused and unopened products are eligible for return if you contact us within 30 days of delivery (see above), provided:

• The item is unused and in its original, sealed condition

• All original packaging, accessories, manuals, and components are included

• You've contacted us first for return confirmation

Approved change-of-mind returns are refunded to your original payment method, minus original shipping costs (unless the return is due to our error).

Hygiene & Safety Policy

For health and safety reasons, any product that has been opened, used, or has had its hygiene seal broken cannot be returned or exchanged. This is standard practice across the Canadian sexual wellness industry and reflects Health Canada guidance on personal care items that come into intimate contact with the body. This policy protects every customer who receives a product from us — including you.

This does not affect your rights if the item arrives defective or damaged (see below).

Manufacturer's Warranty (Electronic Products)

Rechargeable and electronic products are covered by a 12-month limited warranty against manufacturing defects from the date of delivery, unless a longer warranty is specified on the product page. This warranty covers:

• Motor or charging failure not caused by misuse

• Button/control malfunction under normal use

• Material defects present at time of purchase

It does not cover damage from misuse, unauthorized modification, normal wear, or failure to follow the included care instructions (e.g., water exposure beyond the stated waterproof rating). To make a warranty claim, contact us with your order number, a description of the issue, and photos or a short video if possible — no separate product registration required, your order confirmation is your proof of purchase. Approved warranty claims are resolved via repair, replacement, or refund at our discretion.

This warranty is in addition to, and does not limit or replace, your statutory consumer protection rights under Ontario's *Consumer Protection Act, 2002* or equivalent legislation in your province.

Damaged, Defective, or Incorrect Items

If your order arrives damaged, defective, or isn't what you ordered, contact us within 7 days of delivery (see above) with:

• Your order number

• Photos (or video, for functional issues) clearly showing the problem

Once reviewed and approved, we'll offer a replacement, store credit, or full refund — your choice where possible.

What's Not Eligible for Return

• Opened or used intimate products (see Hygiene & Safety Policy above)

• Gift cards

• Clearance or final-sale items

• Consumable products (e.g., lubricants, wipes, or other single-use items), where applicable to our catalogue, once the seal is broken

• Products damaged through misuse, accident, or unauthorized repair

• Items returned without prior contact/return confirmation

Refund Processing

Once a return or claim is approved, refunds are issued to your original payment method. Processing typically takes 5–10 business days, though the exact timing on your statement depends on your bank or card issuer.

Return Shipping

• Change-of-mind returns: return shipping is the customer's responsibility unless we made an error.

• Damaged, defective, or incorrect items: Avenea covers return shipping.

• All returns ship in discreet, unmarked packaging — the same standard we hold ourselves to when shipping to you.

Your Statutory Rights

Nothing in this policy limits any rights you have under Ontario's *Consumer Protection Act, 2002* or the equivalent consumer protection legislation in your province, including your rights regarding goods that are not of acceptable quality or not as described.

Questions

Avenea Wellness

Email: aveneawellnesscs@gmail.com

Customer Support: Mon–Sat, 10 AM – 6 PM

Address: 33 Elm Drive West, L5B 4M2, Mississauga, Ontario