Refund policy
RETURNS
Our policy lasts 14 days. If 14 days have passed since your order was delivered, unfortunately we cannot offer you a refund or exchange.
Only one exchange is permitted. Any further changes will be at your expense.
AYOYEQUEBEC does not cover return shipping costs. Customers must pay the return shipping costs.
For any item received damaged or defective, we undertake to exchange it at our expense or provide a full refund.
To be eligible for a return, your item must be unused and in the same condition in which you received it. It must also be in its original packaging.
Several types of products cannot be returned. Perishable goods such as food, flowers or magazines cannot be returned. We also do not accept intimate or sanitary products, hazardous materials, or flammable gases or liquids.
Other non-returnable items:
- Gift cards
- Downloadable software
- Certain health and personal care products
To complete a return, you must provide a receipt or proof of purchase. Please promptly send an email with the subject line “Item return” to contact@ayoyequebec.com.
There are certain situations where only partial refunds are granted, where applicable:
- Books with obvious signs of use.
- CDs, DVDs, VHS tapes, software, video games, cassette tapes or vinyl records that have been opened.
- Any item that is not in its original condition, is damaged or is missing parts for reasons not due to an error on our part.
- Any item returned more than 15 days after delivery.
No-return clause for underwear (panties and bras), swimwear, intimate products, opened or used cosmetics, and other sensitive products
Returns and exchanges
For hygiene and safety reasons, we do not accept returns or exchanges for underwear, swimwear and intimate products. These items are non-exchangeable and non-refundable.
Available options
Exchange: If you need another size or style, we can send you the item you want. You will be responsible for the shipping costs for this exchange. You may keep the original item.
Partial refund: If you prefer not to keep the item, we will issue a partial refund of your order amount, less the following shipping costs:
- CAD 25 to 29 for one item.
- CAD 35 to 40 for three items.
Opened products (cosmetics and other sensitive products)
For hygiene and safety reasons, cosmetics or other sensitive products that have been opened or used cannot be returned.
However, we accept returns of opened products in the following cases:
- Defective or damaged product: If the product arrives damaged, please contact us within 7 days with photos of the product and packaging.
- Order error: If you receive an incorrect product or the wrong shade, we will replace the product or refund you.
Return process
- Contact our customer service team with your order number and a description of the issue.
- Wait for our approval before returning the product. Any unauthorized return will be refused.
- Once the return has been approved, follow the instructions to send the product back. Return shipping costs are the customer's responsibility, except in the case of a defective product or an order error.
Refunds
Once we have received and inspected the returned item, we will send you an email confirming receipt. We will also notify you of our decision to approve or reject your refund request.
If your request is approved, your refund will be processed and a credit will automatically be applied to your credit card or original payment method within 24 hours.
Refunds for delivery delays
Delivery times may be affected by external factors or force majeure. A delivery delay that does not exceed 30 days does not entitle you to a refund. Once this period has been exceeded, you may request a refund.
Refunds after an order has shipped
To receive a refund, you must wait until your parcel arrives and return it to the return address we will provide.
Refunds in the event of an incorrect address
AYOYEQUEBEC is not responsible for the loss of your parcel if you provided an incorrect shipping address and your parcel has already been shipped. In this case, no refund request will be accepted.
Refunds for parcels returned for the following reasons
- An incorrect or incomplete address provided by the customer.
- The customer being absent at the time of delivery.
- Failure to collect the parcel from the post office within the allotted time (6 days after the delivery notice). If you were not at home on the delivery day or the delivery company could not deliver your parcel, we leave a notice in your mailbox or notify you by email so you can collect your parcel from your nearest post office. You have 6 days to collect your parcel. If this period has passed and your parcel has been returned, the following applies.
AYOYEQUEBEC does not cover the cost of reshipping the parcel. This cost is the sole responsibility of the customer.
If the customer refuses to pay the return costs and requests a refund instead, a $19 processing fee will automatically be deducted from the refund amount to cover the administrative and logistics costs incurred.
Late or missing refunds
If you have not received your refund yet, first check your bank account again.
Then contact your bank. There is often a processing period before a refund appears.
If you have completed all these steps and still have not received your refund, please contact us at contact@ayoyequebec.com.
Return shipping costs
You are responsible for paying your own shipping costs to return your item.
Return address
Please contact us so that we can provide the return address closest to your location. Please do not return the product to the address shown on the package.