Refunds & Returns Policy

Two things protect you when you buy from aivonhealth: your statutory 14-day right of withdrawal under EU consumer law, and our own 30-day happiness guarantee. This page explains both, what cannot be returned for hygiene reasons, and how subscriptions and custom packs are handled.

1. 30-day happiness guarantee (our voluntary promise)

If a product does not work for you, tell us within 30 days of delivery and we will refund it. Conditions:

• Face roller and red light lamp: applies to one device of each type per customer. Return the device to us within the 30 days, complete, clean and in its original packaging; we refund it once received. Normal signs of use are fine; damage is not.
• Eye patches and face masks: applies only to packs whose seal is intact. These are single-use cosmetic products that touch the skin, so for hygiene reasons opened or used patches and masks cannot be returned or refunded, under this guarantee or under the statutory right below. If you are unsure whether a product suits your skin, start with one pack.
• Email [email protected] with your order number and a sentence on what you expected.
• The refund covers the price paid for that item, including any delivery fee if it was the only item in the order. It is issued to the original payment method within 14 days of receiving the returned item.
• The guarantee is in addition to, and does not replace, your statutory rights below.

2. Statutory 14-day right of withdrawal

As a consumer you may withdraw from a distance contract within 14 days of the day you (or a person you nominated) received the goods, without giving a reason. For subscriptions the 14 days run separately from the delivery of each shipment.

Exception for opened cosmetics. Under Article 16(e) of Directive 2011/83/EU and the corresponding Lithuanian rules, sealed goods that are not suitable for return for health-protection or hygiene reasons cannot be returned once the seal has been broken. Eye patches and face masks are sealed, single-use cosmetic products, so the right of withdrawal applies to them only while the seal is intact. Once a jar or box of patches or a mask sachet has been opened, it cannot be returned or refunded. The roller and the lamp can be returned whether or not the box has been opened, provided you have handled them only as you would in a shop.

How to withdraw

1. Email [email protected] within 14 days of delivery stating that you withdraw from the contract, with your order number, name and address. You may use the model form at the bottom of this page, but you do not have to.
2. Send the items back to us within 14 days of your notice, to the address we give you in reply. Please use a tracked service and keep the receipt.
3. You bear the direct cost of returning the goods. You are liable only for any diminished value resulting from handling beyond what is needed to establish the nature and characteristics of the goods.

We refund all payments received from you for the withdrawn items, including standard delivery costs (but not any extra cost of a delivery option other than our cheapest standard option), without undue delay and at the latest within 14 days of receiving your notice. We may withhold the refund until we have received the goods back or you have supplied evidence of having sent them. Refunds go to the original payment method at no cost to you.

3. Damaged, wrong or defective items

If an item arrives damaged, is not what you ordered, is past its best-before date or otherwise does not conform to the contract, you are protected by the two-year legal guarantee. This applies to opened patches and masks too if the fault is in the product itself. Contact us within 48 hours of delivery for transport damage (photos of the parcel and product help), or as soon as you notice any other issue. We will send a replacement or refund the item, and we cover return shipping where a return is needed.

4. Subscriptions

• Subscriptions are available on eye patches and face masks. You can skip, pause or cancel at any time, free of charge, by emailing [email protected]. Cancellations received at least 24 hours before the next renewal date stop that renewal.
• We send a reminder before every renewal. If a renewal was charged and dispatched before your cancellation reached us, that shipment is treated as a normal delivery: you may withdraw within 14 days or use the 30-day guarantee, in both cases only while the pack is unopened.
• A renewal charged in error (for example after a confirmed cancellation) is refunded in full, and you may keep or return the product as you prefer.

5. Routine plans and custom packs

Items bought through the routine builder are individual products and are refunded item by item under the rules above. The routine discount is proportionally re-calculated only if you withdraw from part of the order: the discount that applied to the remaining items stays in place. Custom packs of patches or masks are sealed products; once opened they cannot be returned or refunded.

6. How refunds are paid

Refunds are always made to the payment method used for the order. Depending on your bank or PayPal, it can take a few additional days for the amount to appear. We never refund to a different account.

7. Model withdrawal form

You may copy the text below into an email if you wish to withdraw:

To: UAB Aivon, Pelesos g. 17-14, LT-02114 Vilnius, Lithuania - [email protected]

I hereby give notice that I withdraw from my contract of sale of the following goods:
Ordered on / received on:
Order number:
Name of consumer:
Address of consumer:
Date:

8. Questions

Write to [email protected] or by post to UAB Aivon, Pelesos g. 17-14, LT-02114 Vilnius, Lithuania. This policy does not limit any rights you have under the law of the Republic of Lithuania or of the EU country in which you live.