Refund Policy
Last updated: 9 September 2026.
1. The 90-day guarantee (first order)
Take the product consistently for at least 30 days. If you are not satisfied, write to support@tryavyla.com within 90 days of delivery of your first order and we refund it in full. No photographs, no forms, and you do not need to return half-empty bottles.
The detail: one guarantee claim per household. It covers the first order only — repeat and subscription orders are covered by section 2. Refunds go back to the original payment method within 5–10 business days of approval.
2. Subscription and repeat orders
Subscription renewals and repeat orders are not covered by the 90-day guarantee, because you have already tried the product. They can be refunded if you ask within 30 days of the delivery date of that order.
You can pause, reschedule or cancel at any time from your account, including before the first refill ships. We email you three days before every charge. If a renewal is charged after you cancelled, tell us and we refund it in full regardless of the 30 days.
3. Cancellations and orders already in transit
We dispatch fast, so cancellation is only possible before the parcel leaves. Once it is in transit, treat it as a return under section 7.
4. Damaged, defective or incorrect items
Tell us within 14 days of delivery with a photo of the item and the box. We replace or refund it. You never pay return shipping in these cases.
5. Lost in transit
If tracking has not moved for 10 business days we open a claim with the carrier and send a replacement.
6. Tracking says delivered but nothing arrived
Check with neighbours and your building's mail room first, then contact us within 7 days of the delivery scan. We investigate with the carrier and resolve it with you.
7. How to start a return
Email support@tryavyla.com with your order number. Do not send anything back before we reply — returns without authorisation cannot be traced to your order and cannot be refunded.
8. Shipping costs
Return shipping is the customer's responsibility when you simply changed your mind. When the fault is ours — damaged, defective or incorrect — we cover it and refund the original shipping too.
We never charge a cancellation or restocking fee.
In most guarantee claims we do not ask for the product back at all, so there is usually nothing to send and nothing to pay.
9. EU and UK: 14-day right of withdrawal
Separately from our guarantee, if you live in the EU or UK you may withdraw from the purchase within 14 days of receiving it, without giving a reason. Tell us by email within that period. You have a further 14 days to send the goods back. We refund within 14 days of receiving them, or of proof of return.
Under EU rules, sealed goods unsealed after delivery may be excluded for health or hygiene reasons. Our guarantee is more generous than this and you can use whichever suits you.
10. Address errors
If an order comes back because the address was wrong, we reship once you confirm the correct one; the second shipping cost is yours.
11. Changes to this policy
The version that applies is the one published when you ordered.