Refund policy

Returns & Refunds

We want you to shop with confidence. Because our products are intimate, opened items can’t be returned for hygiene reasons. If something is wrong with your order, we’ll make it right.

The short version

  • Unopened and unused? Return it within 30 days of delivery.

  • Opened or used? We can’t take it back, unless it’s faulty or damaged.

  • Damaged, faulty or wrong item? Tell us within 14 days. We cover return shipping.

  • Electronics have a 12-month warranty.

Days are counted from the delivery date on the carrier’s tracking. Your deadline is met when you email us, so the item doesn’t need to be back with us by then.

Changed your mind? (30 days)

We accept returns of items that are unopened, unused, with the seal intact and all packaging and accessories included. We refund your original payment method, minus the original shipping cost. Return shipping is paid by you: the cost of the return label is deducted from your refund.

Damaged, faulty or wrong item? (14 days)

Email us your order number and a photo or short video. We’ll offer a replacement, a refund or store credit, and we pay return shipping. The “opened” rule doesn’t apply here.

12-month warranty (electronics)

Covers motor or charging failure, button faults and material defects under normal use. It doesn’t cover misuse, unauthorized repairs, normal wear or water exposure beyond the stated rating. Email your order number and a photo or video. Your order confirmation is your proof of purchase. We’ll repair, replace or refund.

What we can’t take back

  • Opened or used items (unless faulty or damaged)

  • Opened lubricants and other consumables

  • Gift cards

  • Clearance and final-sale items

  • Items damaged by misuse

How to return something

  1. Email support@aveneawellness.com with your order number and reason.

  2. We’ll reply within 1–2 business days to confirm your return. If it’s approved, we’ll email you a prepaid return label. Please don’t ship anything back until we’ve confirmed.

  3. Pack the item securely, attach the label and drop it off at the carrier location shown on it. Returns are always shipped discreetly.

Return labels are free for damaged, faulty or wrong items. For change-of-mind returns, the label cost is deducted from your refund.

Refunds

Refunds go to your original payment method within 7 to 10 business days of us approving your claim, or of receiving your return for change-of-mind returns. Your bank may take a few more days to show it.

Cancelling an order

Email us before it ships and we’ll cancel it. Once it has shipped, the return terms above apply.

Your rights

Nothing here limits your rights under consumer protection law in your province, including for goods that aren’t of acceptable quality or aren’t as described.

Questions?

support@aveneawellness.com  ·  Mon–Sat, 10 AM–6 PM ET