Refund policy

Return, Exchange & Refund Policy

At AUVIA, each product is made to order after your purchase is confirmed. Before placing an order, please carefully check the product model, size, color, measurements, and compatibility information.

Because production begins specifically for each order, we do not accept returns or exchanges for non-quality-related reasons.

Returns and Exchanges

Returns or exchanges are accepted only if:

The item arrives damaged or defective
The item received is different from the item ordered
A confirmed manufacturing defect is present

Returns or exchanges will not be accepted for reasons including:

Changing your mind or no longer wanting the item
Selecting the wrong model, size, color, or specification
The item not fitting due to incorrect measurements
Personal preferences regarding style, appearance, or comfort
Minor color differences caused by lighting or screen settings
Damage caused by improper use, installation, alteration, accidental damage, or normal wear and tear

Please carefully confirm all product details and measure your wrist before placing your order.

Reporting a Problem

If your item arrives damaged, defective, or incorrect, please contact our customer service team within 7 days of receiving your order.

Please provide:

Your order number
A clear description of the issue
Clear photos of the item and packaging
A complete, continuous, and unedited unboxing video

The unboxing video must clearly show:

The unopened package and shipping label
The complete process of opening the package
The condition of the product immediately after opening
The claimed damage, defect, or incorrect item

The unboxing video helps us verify the condition of the product at the time of delivery and distinguish manufacturing or shipping issues from damage occurring after receipt.

Claims submitted without sufficient evidence, including a complete unboxing video, may not be approved. Damage caused by misuse, alteration, improper handling, or intentional damage is not eligible for a return, exchange, or refund.

How to Request After-Sales Service

Please contact our customer service team before returning any item. Do not send an item back without first receiving return instructions.

Once we receive and review your request, we will determine whether the item qualifies for a replacement, return, or refund.

If a return is required, the item must:

Be unused and unworn, except as reasonably necessary to inspect the reported issue
Include its original packaging and all original accessories
Not have been altered, resized, repaired, or otherwise modified
Be returned according to the instructions provided by our customer service team

Unauthorized returns may not be accepted or refunded.

Return Shipping

If we confirm that the item is damaged, defective, or incorrect, AUVIA will provide an appropriate solution and may cover reasonable return shipping costs when applicable.

Return shipping costs will not be covered for unapproved returns or issues caused by incorrect product selection, misuse, alteration, accidental damage, or other non-quality-related reasons.

Refunds

Approved refunds will be issued to the original payment method.

Once a refund has been processed, please allow approximately 5–10 business days for the funds to appear in your account. Processing times may vary depending on your bank or payment provider.

Original shipping fees and other non-refundable charges will not be refunded unless the return is caused by a confirmed product defect, shipping damage, or an incorrect item.

Promotional Orders

Products purchased through promotional offers, including Buy 2, Get 1 Free and Buy 3, Get 2 Free, are also subject to this policy.

If an approved return causes the remaining order to no longer qualify for the original promotion, the promotional discount will be recalculated or removed. The refund will be based on the adjusted order value after recalculation.

For Buy 2, Get 1 Free, the lowest-priced eligible item is considered the free item.

For Buy 3, Get 2 Free, the two lowest-priced eligible items are considered the free items.

Returning a free promotional item does not automatically result in a refund.

Please contact our customer service team before returning any promotional order so that we can confirm the applicable refund amount.

Order Changes and Cancellations

If you need to change or cancel your order, please contact us as soon as possible.

Because each product is made to order, we cannot guarantee that changes or cancellations can be accepted once production has begun. This includes changes to the model, size, color, or other product specifications.

Once an order has entered production or has been shipped, it generally cannot be canceled or changed.