Refund/Terms

  1. Order credits received via promotions are non-refundable and non-transferable.

  2. Order credit top-ups are refundable on a case-by-case basis.

    1. Only unused amounts will be considered.

    2. Refunds will be issued back to the original payment method only.

Shipped Orders

Order Delays:

If an order lacks tracking information, is in transit, is pending, or expired beyond 60 days from the original shipping date (45 days for U.S. orders and 110 days for Brazil), we will offer a refund or resend the product at Aivexasleep's expense. Exceptions apply to certain shipping methods and destinations.

 

Delivered Orders:

We will not process refunds or replacements if the tracking information indicates the order was delivered. In cases where the package wasn’t received, a non-delivery certification from the local post office is required for a refund or replacement.

 

Damaged Products:

A full refund or replacement is provided for items that arrive damaged within 30 days of delivery. All refund or replacement requests for damaged products will need to be validated through photo or video evidence submitted to us for approval prior to a refund being issued.

Important Note: In most cases, customers don’t need to return the product to Aivexasleep to get a refund or replacement.

Incorrect or Missing Products:

A full refund or replacement will be provided for incorrect or missing items that were shipped. All refund or replacement requests for incorrect or missing products will need to be validated through photo or video evidence submitted to us for approval prior to a refund being issued.

 

Order Cancellations:

A full refund is available for orders canceled before being processed and shipped by our warehouse. However, certain orders cannot be canceled after payment.