Refund & Return Policy
Return, Refunds, and Exchange Policies
- Request an RA#: Email ayusunless@gmail.com with your return request, a detailed reason, and supporting photos or videos.
- Approval and Return Address: We'll provide an RA# and the return address upon approval.
- Shipping: Use a trackable mail service to ensure we receive your return. AYU Sunless is not responsible for lost or missing packages.
- Processing Time: Once we receive and inspect your return, we will issue a refund using your original payment method. You'll receive a refund receipt via email.
- Bank Processing: Refunds are issued promptly, but it may take your bank or credit card provider additional time (up to 30 days in some cases) to post the refund. If you haven't received your refund after this period, please contact us for further assistance.
- Refunds cannot be applied to a
new card or banking account.
- Restocking Fee: All returns incur a 25% restocking fee, regardless of condition.
- Shipping Deductions: If you return an item initially shipped with "free shipping," we will deduct the original shipping amount from the total refund.
- Return Shipping Costs: Customers are responsible for all return shipping costs and must provide or purchase their shipping label.
- At AYU Sunless, we offer exchanges for select items that meet the conditions of our General Return Policy. Please note that exchanges are not accepted for opened or used products. Please contact our customer service team to request a Return Merchandise Authorization (RMA) to initiate an exchange. Once your return is approved, we will provide instructions on returning the item. Customers are responsible for the return shipping costs; we do not offer prepaid return labels.
- After receiving and inspecting the returned product, we will process your exchange and ship the new product you choose. Please pay all return and shipping fees before receiving your replacement item.
FAQ
We apologize if your package arrived damaged. Please know that we take great care to ensure that all products
leave our facility in pristine condition and securely packaged. However, we understand that the transit process can sometimes cause damage to parcels. Rest assured, we will work with the courier to make things right. To report a damaged order, please follow these steps:
- Notify Us Promptly: Contact us at ayusunless@gmail.com within 24 hours of delivery, providing your order number and a detailed description of the damaged products. Please include clear photos of the damage.
- Retain All Packaging: Do not discard the damaged products or packaging. You may be asked to return the damaged items to us to qualify for a replacement. Keep the shipping box, packaging materials, and the damaged items together for possible inspection by the carrier. Once we receive your notice, a representative will contact you within 48 business hours with the following steps to resolve the issue.
We understand how important it is for you to receive your AYU Sunless products promptly. If your order has not arrived within the expected delivery timeframe, we're here to help. Please follow these steps:
- Check Your Tracking Information: Please check the tracking information in your shipment confirmation email. It will give you the most up-to-date status of your package.
- Contact Us: If your package is still delayed or missing after the expected delivery date, please contact us with your order number and any relevant tracking information. We will work with the carrier to investigate and assist you further.
- Carrier Resolution: In some cases, packages may be delayed due to carrier issues or external factors. We'll help you follow up with the carrier, but please note that once a package leaves our facility, we are not responsible for delays caused by the shipping carrier.
- Missing Packages: If your package is marked as delivered but has not been received, please get in touch with your local carrier immediately. They may have more details on the delivery or be able to assist in locating the package.
Once we receive your notice, a representative will contact you within 48 business hours to help resolve the situation.
- Restocking Fee: All returns incur a 25% restocking fee, regardless of condition.
- Shipping Deductions: If you return an item initially shipped with "free shipping," we will deduct the original shipping amount from the total refund.
- Return Shipping Costs: Customers are responsible for all return shipping costs and must provide or purchase their shipping label.
- At AYU Sunless, we offer exchanges for select items that meet the conditions of our General Return Policy. Please note that exchanges are not accepted for opened or used products. Please contact our customer service team to request a Return Merchandise Authorization (RMA) to initiate an exchange. Once your return is approved, we will provide instructions on returning the item. Customers are responsible for the return shipping costs; we do not offer prepaid return labels.
- After receiving and inspecting the returned product, we will process your exchange and ship the new product you choose. Please pay all return and shipping fees before receiving your replacement item.