Refund & Return Policy

We want you to feel confident when ordering from AYU Sunless. Our return policy reflects the nature of skincare and sunless products, with a focus on hygiene, safety, and transparency.

Return window: 

15 days from delivery

Return Authorization Process

Step 1: Email ayusunless@gmail.com with:

  • Your order number
  • Reason for return
  • Photos or video if the product is damaged or defective

Step 2: If approved, we will provide:

  • A Return Authorization Number (RA#)
  • Return instructions and shipping address

Step 3: Ship the return using a trackable carrier. AYU Sunless is not responsible for lost or missing return packages.

Return Eligibility & Conditions

To qualify for a return:

  • Products must be unused, unopened, and in original condition
  • Bulk containers must have untampered protective seals
  • Product labels and packaging must be intact and unmarked

We do not accept returns of:

  • Opened or used products
  • Samples
  • Products returned without prior authorization
  • Items with broken seals or signs of tampering
  • Custom or clearance sale items

Return Fees & Deductions

  • A 25% restocking fee applies to all returns, regardless of condition
  • If your order included free shipping, the original shipping cost will be deducted from your refund
  • Customers are responsible for all return shipping costs. We do not offer free return labels.

Product Exchanges

We accept product exchanges on eligible items that meet our General Return Policy.

  • Exchanges are not allowed for opened or used products
  • An RA# is required before shipping back any item
  • Return shipping and shipping for the replacement product are the customer’s responsibility

Once your return is received and inspected, we will process and ship your new product.

Refunds & Processing

  • Refunds are issued to your original payment method only
  • You’ll receive an email confirmation once your refund is processed
  • Refunds are typically processed within 3–5 business days after we receive and inspect the returned item. Funds will be returned to your original payment method.

Please allow up to 30 days for your bank or credit card provider to post the refund. If you haven’t received it after that time, contact your financial institution first, then reach out to us for assistance.

Refunds cannot be issued to a new or different credit card or account.

Performance, Satisfaction & Testing Policy

Because all skin is unique, we cannot guarantee the same results for everyone. Therefore:

  • Refunds are not issued for dissatisfaction or performance concerns
  • We strongly recommend ordering samples first before purchasing full-size tanning solutions or skincare products

Hygiene & Product Safety

Due to FDA regulations and hygiene standards, returned products are never resold.

This ensures the safety, freshness, and integrity of all products we ship.

Invalid Reasons for Return

We cannot accept returns based on the following:

  • “I changed my mind” after ordering
  • “It didn’t perform as expected” (please use samples first)

By placing an order with AYU Sunless, you agree to these return conditions.

Order Fulfillment Errors

If we make a mistake in your order, we will correct it at no cost to you.

Please contact us right away at:

📧 info at ayusunless.com

📞 (423) 244-0537

Return, Refunds, and Exchange Policies

Return Authorization Process

  1. Request an RA#: Email ayusunless@gmail.com with your return request, a detailed reason, and supporting photos or videos.
  2. Approval and Return Address: We'll provide an RA# and the return address upon approval.
  3. Shipping: Use a trackable mail service to ensure we receive your return. AYU Sunless is not responsible for lost or missing packages.

Refunds and Processing

  • 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.

Return Fees and Deductions

  • 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.

Product Exchanges

  • 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

What to Do If Your Order Arrives Damaged

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.

What should I do if my order is delayedor missing?

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:

  1. 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.
  2. 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.
  3. 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.
  4. 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.

Return Fees and Deductions

  1. Restocking Fee: All returns incur a 25% restocking fee, regardless of condition.
  2. Shipping Deductions: If you return an item initially shipped with "free shipping," we will deduct the original shipping amount from the total refund.
  3. Return Shipping Costs: Customers are responsible for all return shipping costs and must provide or purchase their shipping label.

Product Exchanges

  • 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.