Refund policy

Thank you for shopping at Ayllu. We want you to love your purchase — if something is not right, here is how returns and exchanges work.

RETURNS
You may return unused items in their original condition within 30 days of delivery for a refund or exchange. To start a return, email us at info@ayllu.ca with your order number and we will send you the return instructions.

RETURN SHIPPING
Customers are responsible for return shipping costs, except when the return is due to our error or a damaged or defective item — in those cases we will cover the return shipping.

DAMAGED OR DEFECTIVE ITEMS
If your order arrives damaged or defective, please contact us at info@ayllu.ca within 7 days of delivery and include a photo of the issue. We will offer a replacement or a full refund.

REFUNDS
Once we receive and inspect your return, we will email you to confirm. Approved refunds are issued to your original payment method within 5 to 10 business days.

NON-RETURNABLE ITEMS
Gift cards are non-refundable. For hygiene reasons, opened personal care products (soaps, lip balms, bath salts and creams) cannot be returned unless they arrived damaged or defective.

EXCHANGES
To exchange an item for a different colour or product, contact us at info@ayllu.ca and we will be happy to help, subject to availability.