Refund policy
AVAX Return & Refund Policy
At AVAX, your trust matters to us. We want you to feel confident when ordering from us, which is why eligible AVAX purchases are backed by our 90-Day Money-Back Guarantee, subject to the terms below.
Our 90-Day Money-Back Guarantee
You may request a return within 90 days of the date your order is delivered.
To start a return, contact us at help@tryavax.com and include your order number and the reason for your return.
Once your return is approved, you must ship the return and provide tracking information within 14 calendar days of approval.
Please note that the returned item must also be shipped within the original 90-day return period. A return request does not extend the 90-day eligibility window.
Returns sent without prior authorization may not be accepted.
Return Conditions
AVAX positioning pillows and other eligible non-hygiene-sensitive products may be opened and reasonably tried during the return period.
To qualify for a refund, returned items must:
- Be clean and sanitary.
- Be free from stains, strong odors, pet damage, misuse, improper washing, or excessive wear.
- Include all original parts, accessories, inserts, and components.
- Include the original box or product packaging.
- Be packed securely to prevent damage during return shipping.
We may request photographs or video showing the condition of the product before approving a return.
If a returned product is missing its original packaging, accessories, components, or parts, AVAX may apply a restocking fee of up to 30% of the purchase price, depending on the condition and completeness of the returned product.
Products that are excessively worn, damaged through misuse, unsanitary, or otherwise unsuitable for inspection or resale may be denied a refund.
Verified manufacturing defects are not subject to a restocking fee.
Hygiene-Sensitive Products
For health and hygiene reasons, certain personal-use products, including the AVAX Wand, must be unused and unopened to qualify for a change-of-mind return.
Once a hygiene-sensitive product has been opened or used, it is no longer eligible for a standard change-of-mind return.
However, if a hygiene-sensitive product arrives damaged, defective, or incorrect, it remains covered under our Damaged or Defective Items policy below.
Return Shipping
For standard returns, change-of-mind returns, or situations where the customer simply decides the product is not right for them, return shipping costs are the responsibility of the customer.
Customers are responsible for arranging secure return shipment and providing tracking information.
We strongly recommend using a reliable tracked shipping service. AVAX is not responsible for return packages that are lost, stolen, damaged in transit, or not delivered to our return facility.
Original shipping charges, if any, are non-refundable unless the return is due to a verified AVAX fulfillment error, damaged product, or manufacturing defect.
Damaged, Defective, or Incorrect Items
If your product arrives damaged, defective, or incorrect, please contact us at help@tryavax.com as soon as possible.
Please include:
- Your order number.
- A description of the issue.
- Clear photographs and/or video showing the damage, defect, or incorrect item.
Once the issue has been verified, AVAX will offer one of the following remedies:
- A replacement at no additional cost to you; or
- A full refund to your original payment method.
Verified damaged, defective, or incorrect products are not subject to restocking fees.
If AVAX requires the defective item to be returned, we will provide return instructions and arrange or cover the appropriate return-shipping cost.
Refunds
Once your return is received, it will be inspected to confirm that it meets the conditions of this policy.
We will notify you by email whether your refund has been approved, partially approved, or declined.
If approved, your refund will be issued to your original payment method.
Please allow approximately 1–5 business days after the refund is processed for the funds to appear, depending on your bank or card provider.
If a restocking fee applies because original packaging, parts, accessories, or components are missing, the applicable deduction will be reflected in your refund.
If a return does not meet the conditions stated in this policy, the refund may be reduced or declined.
If a return is rejected and you would like the product shipped back to you, additional shipping charges may apply.
Bundle Returns
Products purchased as part of a bundle are subject to the return requirements applicable to each individual product.
To receive a full refund for an entire bundle, all eligible bundle components must be returned and must meet the conditions of this policy.
If you return only part of a bundle, or if one of the bundle items is no longer eligible for return, the refund may be adjusted to reflect the value of the product or products you keep.
For example, if an AVAX Wand has been opened or used, the Wand may no longer qualify for a change-of-mind return even if another product within the bundle remains eligible.
Any applicable refund adjustment will be communicated before the refund is finalized.
Final Sale Items & Gift Cards
Items clearly marked Final Sale at the time of purchase are not eligible for change-of-mind returns.
Gift cards are non-refundable.
Final Sale status does not remove your rights under this policy if an item arrives damaged, defective, or incorrect.
Order Cancellations
Orders may be cancelled within 24 hours of purchase by contacting us at help@tryavax.com.
We will make every reasonable effort to stop the order before shipment.
However, orders may be processed or dispatched before the 24-hour period ends. Once an order has entered fulfillment or has shipped, cancellation may no longer be possible.
If your order has already shipped, please wait for delivery and follow the return process described in this policy.
Exchanges
If you would prefer a replacement or exchange instead of a refund, please contact us at help@tryavax.com.
Exchange eligibility depends on the condition of the original product and the availability of the requested replacement.
Customers may be responsible for shipping costs on non-defective exchanges.
Payment Disputes and Chargebacks
If you experience a problem with your order, we encourage you to contact us at help@tryavax.com first so our support team has an opportunity to resolve the issue quickly and fairly.
We are happy to review concerns involving damaged products, shipping issues, returns, refunds, or replacements.
Nothing in this policy is intended to limit any rights you may have under applicable law or through your bank, credit card issuer, or payment provider.
Abuse or Misuse of the Return Policy
AVAX reserves the right to decline returns or refunds in cases involving suspected fraud, repeated abuse of the return policy, intentional product damage, false defect claims, or other misuse of our return program.
This provision will not be used to deny legitimate returns or verified product defects.
Contact Us
If you have questions about a return, refund, replacement, or your AVAX order, please contact:
We are committed to resolving legitimate issues fairly and making the return process as clear as possible.