Avayo Returns & Refunds Policy

Effective date:  11/01/25

This Returns & Refunds Policy explains how Avayo LLC (“Avayo”, “we”, “us”, or “our”) handles returns,
exchanges, and refunds for purchases made on www.getavayo.com (the “Site”).

We currently sell and ship physical products to customers in the United States.

1. Overview

We want you to be happy with your purchase from Avayo. If something isn’t right, we’ll work with you in good
faith to find a fair solution that complies with applicable U.S. law and this policy.

This policy applies only to purchases made directly from www.getavayo.com.

2. Return window (30 days)

• You may request a return of eligible items within 30 days of the date your order was delivered, based on the carrier’s tracking information.
• After 30 days, we generally cannot accept returns, except where required by law or in limited cases at our discretion.

3. Eligibility for returns

To be eligible for a return:

• The item must be in new, unused condition, with all original tags, packaging, and accessories (unless you are returning it because it arrived damaged, defective, or incorrect).
• You must provide proof of purchase, such as your order number, confirmation email, or receipt.
• Items that are marked as “final sale”, “non-returnable”, or similar on the product page are not eligible for return unless they are defective, damaged, or we sent the wrong item.
• Customized or personalized items: for items that are customized, personalized, or made-to-order,
  “I changed my mind” (or similar reasons such as “no longer want it”) is not a valid reason for return.
  These items are generally only returnable if they arrive damaged, defective, incorrect, or as otherwise required by law.
• For some items, the product page may state that return shipping is paid by the buyer. Where this is clearly indicated, you will be responsible for the cost of return shipping if a return is accepted, except where we are responsible for sending a damaged, defective, or incorrect item.

We reserve the right to refuse returns that do not meet these conditions, except where prohibited by law.

4. Damaged, defective, or incorrect items

If your item arrives damaged, defective, or we send the wrong item:

• Please contact us as soon as possible within the 30-day window with:
  • Your order number,
  • A clear description of the issue, and
  • Photographic proof of the damage or issue, including photos of the item and packaging (for example, the shipping box, labels, and any visible damage).
• Photographic proof is required in most cases to evaluate and approve claims for damaged, defective, or incorrect items.
• Once we confirm the issue, we will offer one or more of the following, at no extra cost to you:
  • A replacement of the item,
  • A repair (if appropriate), or
  • A full refund.

For approved returns of damaged, defective, or incorrect items:

• We will provide prepaid return shipping or otherwise cover the reasonable cost of return shipping.
• Where applicable, we will also refund any standard shipping charges you originally paid for that item.
• If you paid extra for a guaranteed express shipping option and we failed to deliver within the guaranteed time
  due to our error, we will refund that express shipping charge.

5. Change-of-mind returns

If you change your mind, ordered the wrong size, or otherwise want to return an item that is not damaged,
defective, or incorrect:

• You may request a return within 30 days of delivery.
• The item must be in resalable condition (unused, with original tags and packaging).
• Customized or personalized items are generally not eligible for change-of-mind returns.
  “I changed my mind” or similar reasons are not accepted for these products, unless required by law.
• Unless required by law:
  • You are responsible for return shipping costs for change-of-mind returns.
  • Original shipping costs are non-refundable, except where we decide otherwise as a courtesy.
• For some items, the product page may specifically state that the buyer pays return shipping.
  Where this is clearly indicated, you will be responsible for return shipping costs if a return is accepted for that item, even if this is not a change-of-mind return, except where we are responsible for sending a damaged, defective, or incorrect item.

We do not charge a separate restocking fee for standard returns.

6. Items that cannot be returned

Unless required by law, the following types of items are not eligible for return:

• Items clearly marked as “final sale”, “non-returnable”, or similar at the time of purchase.
• Customized, personalized, or made-to-order items, except where they arrive damaged, defective,
  incorrect, or where a return is otherwise required by law.
• Items that are returned used, damaged, or missing parts not due to our error.
• Perishable or hygiene-sensitive items, where applicable and clearly disclosed on the product page.

Any exceptions will be clearly stated on the relevant product page.

7. How to request a return

To start a return:

1. Contact us at support@getavayo.com or through the contact form on the Site.
2. Include:
   • Your order number,
   • The item(s) you want to return, and
   • The reason for the return (for example, “damaged on arrival”, “wrong item”, “changed my mind”).

We will respond with instructions, which may include:

• A return authorization or reference number, and
• The correct return address and shipping instructions.

Please do not send items back without first contacting us, as returns sent without authorization
may not be processed correctly.

8. Refunds (how they are issued)

Once we receive and inspect your return (or otherwise confirm that a refund is appropriate):

• If your return is approved, we will issue a refund to your original payment method.
• This includes orders paid with credit/debit cards, digital wallets, or
  third-party financing / installment / “buy now, pay later” providers.

Important notes:

• We generally cannot issue refunds to a different card, account, or payment method than the one originally used.
• If you used a financing or installment provider:
  • We will process the refund on our side.
  • The provider will then adjust your payment schedule or issue a refund according to your agreement with them
    (for example, reducing your remaining balance or returning money to your original funding source).
  • Any financing charges or interest are handled according to your separate contract with that provider.

9. Refund amount

The refund amount will typically include:

• The purchase price of the item(s) being returned, and
• For approved damaged/defective/incorrect items:
  • Any standard shipping charges you paid for that item, and, where applicable,
  • Certain express shipping charges if we failed to meet a guaranteed delivery date due to our error.

The refund amount does not include:

• Return shipping costs for change-of-mind returns (which you pay), and
• Any services or fees that are non-refundable under applicable law or under this policy, as clearly disclosed
  at the time of purchase.

10. Refund timing

• After we receive your return, please allow us up to 5–10 business days to inspect and process it.
• Once we issue a refund from our side:
  • Your bank, card issuer, or financing provider may take additional time (often up to 3–10 business days, depending on the institution) to post the refund to your account or adjust your payment plan.

If you have not received your refund after the timeframes above:

1. Check your bank or financing provider account again.
2. Contact your bank, card issuer, or financing provider.
3. If you still have questions, contact us at
   support@getavayo.com with your order number and any relevant details.

11. Exchanges

In some cases, we may offer to exchange an item instead of issuing a refund, for example:

• Replacing a damaged or defective item with the same item.
• Exchanging for a different size or variant, subject to availability.

Exchange availability and details may vary by product. Where an exchange is not possible, we will instead process a refund in line with this policy.

12. Orders not received / delivery issues

If tracking shows your order as delivered but you did not receive it, or if your order appears lost in transit:

• Please contact the carrier and then contact us at support@getavayo.com with your order number and details.
• We may ask for additional information to investigate.
• Depending on the circumstances, we may:
  • Replace the item,
  • Issue a refund, or
  • Work with the carrier and any payment or financing providers to resolve the issue.

We will handle such situations in good faith and in compliance with applicable law.

13. Contact us

If you have questions about this Returns & Refunds Policy or need help with a return:

• Email: support@getavayo.com
• Or use the contact form available on our Site.

14. Changes to this policy

We may update this Returns & Refunds Policy from time to time. When we do, we will post the updated version
on this page and update the “Effective date” at the top. Changes will apply to purchases made after the updated
policy is posted, unless otherwise required by law.