Refund policy
Refund Policy
Effective date: July 20, 2026
Intended market: Canada (excluding Québec)
Auvessia offers a voluntary 30-day return policy for eligible items. This policy supplements and does not limit any non-waivable rights or legal warranties available under the consumer protection or sale-of-goods laws that apply in your province or territory.
1. Return Window
You have 30 calendar days after the order is delivered to request a return. To start a return, email us before the 30-day period expires and include your order number, the item you want to return and the reason for the request.
Returns email: info@auvessia.com
Do not send an item back until we have authorized the return and provided instructions. Items sent without authorization may be refused or may not be identifiable, which can delay or prevent a refund.
2. Eligibility
For a change-of-mind return, the item must be:
- Unworn, unused, unwashed and unaltered.
- In the same condition in which it was received, with all original tags attached.
- Returned with its original product packaging and any included accessories or components.
- Accompanied by the order number or other proof of purchase.
You may inspect an item as you reasonably would in a retail store. We may reduce a refund to reflect a loss in value caused by use, damage, washing, alteration, missing parts or handling beyond what is reasonably necessary to inspect the item, to the extent permitted by law.
3. Non-Returnable Items
The following items are not eligible for a voluntary change-of-mind return unless they are defective, misdescribed or returnable under mandatory law:
- Gift cards.
- Items clearly marked “Final Sale” before purchase.
- Customized, personalized or made-to-order items.
- Underwear, intimate apparel or swimwear after a hygiene seal or protective liner has been removed, or where return would create a genuine health or hygiene risk.
- Items that have been worn, washed, altered, stained, damaged after delivery or returned without required components.
Please contact us before ordering if you are unsure whether an item is returnable.
4. Damaged, Defective, Incorrect or Misdescribed Items
Inspect your order after delivery. If an item is damaged, defective, materially different from its description or not the item ordered, contact us promptly with your order number and clear photos or other reasonably requested information. Reporting within seven days helps us investigate with the carrier or supplier, but this request does not shorten any mandatory legal warranty or consumer right.
After assessment, we will provide an appropriate remedy, which may include repair where suitable, replacement, refund or another remedy required by law. Auvessia will cover reasonable return shipping costs when we confirm that the item is defective, damaged on arrival, incorrect or materially misdescribed.
5. Return Authorization and Shipping
1. Email us at info@auvessia.com with your order number, the item and the reason for return.
2. Wait for written authorization and the return instructions.
3. Pack the item securely and include any information requested in the authorization.
4. Send the item within 14 calendar days after authorization, using the approved method.
The approved return destination may be a designated facility in Canada or another country and may differ from the sender address shown on the parcel. We will disclose the destination, available label and any customer-paid return cost before you send the item.
For an eligible change-of-mind return, you are responsible for the direct return shipping cost unless we state otherwise. If we provide a prepaid label, the disclosed label cost may be deducted from your refund. We recommend using a trackable service and keeping proof of shipment. We are not responsible for a customer-arranged return that is lost before it reaches the approved return facility, except where applicable law provides otherwise.
6. Exchanges
We do not guarantee direct exchanges because inventory can change. The quickest option is normally to return the original item and place a separate order after the return has been approved. If we offer a direct size or colour exchange, we will explain any price difference and shipping cost before processing it.
7. Order Cancellations
Contact us as soon as possible if you want to cancel or change an order. We may be unable to change or cancel an order after it has entered processing or has been accepted for fulfilment. If cancellation is possible, we will refund the cancelled amount to the original payment method. Mandatory cancellation rights for online transactions remain unaffected.
8. Refunds
For an approved voluntary change-of-mind return, we will refund the purchase price of the returned item or items after the return has been received and inspected. Original shipping charges and optional expedited delivery charges are not refundable unless applicable law requires otherwise or we expressly agree otherwise. If only part of an order is returned, the original delivery charge is not refunded unless applicable law requires otherwise. Approved refunds are issued to the original payment method.
9. Late or Missing Delivery
For late or undelivered orders, see our Shipping Policy. Any statutory cancellation and refund rights remain unaffected.