Return & Refund Policy — Ava's Rack

Order Confirmation & Policy Acknowledgment

By placing an order with us, you confirm that you have read, understood, and agreed to this Return & Refund Policy.

By completing your purchase, you acknowledge that:

• You have reviewed and accepted the return conditions and timelines described below.
• You agree to follow the return process outlined in this policy.
• In the event of a chargeback or payment dispute, this policy — along with your order and communication history — may be used as supporting evidence.

Returns

If you're not fully satisfied with your purchase, you may return eligible items within 30 days of delivery, provided the following conditions are met:

Eligibility criteria:

• The item must be unused, unworn, and unwashed.
• The item must be returned in its original packaging and condition.
• Only normal handling for inspection purposes is permitted.
• Return shipping costs are the customer's responsibility.

Once we receive your return, we aim to process it within 7 business days. We reserve the right to decline returns showing signs of misuse, excessive wear, or damage not caused by us.

How to Start a Return

1. Email us at info@avasrack.com within 30 days of delivery.
2. Include the following in your message:
   • Order number
   • Reason for return
   • Photos of the item (if defective or damaged)
   • Your full name and shipping address
3. Wait for our return instructions before sending anything back.
4. Please don't send items back without prior approval — unapproved returns may not be accepted.

We recommend using a trackable shipping method and keeping your proof of postage until your return has been fully processed.

Defective or Damaged Items

If your order arrives defective or damaged, please contact us within 2 days of delivery at info@avasrack.com, including:

• Your order number
• A short description of the issue
• Clear photos or a short video showing the problem

Once we've reviewed your case, we may offer a replacement depending on availability and the nature of the issue. In some cases, a return of the item won't be necessary. Replacements are typically processed within 7–14 business days.

Lost or Unclaimed Packages

If your package appears lost in transit, reach out to us with your order number and tracking details — we'll help file a claim with the carrier and arrange a replacement or refund once the loss is confirmed.

If a package is refused at delivery, left unclaimed, or returned due to an incorrect shipping address provided by the customer, a $35 CAD fee will be deducted from any refund to cover administrative and return shipping costs.

Cancellations & Right of Withdrawal

Under Canadian consumer protection law, you may cancel your order within 30 days of receipt.

Since our fulfillment process is automated, we're unable to intercept an order once it has shipped. If your order has already been dispatched, please follow the return steps above once it arrives.

To cancel an order before it ships, email us at info@avasrack.com with a clear cancellation request. Please note that return shipping costs remain the buyer's responsibility.

Chargebacks & Disputes

If something's wrong with your order, please reach out to us directly first — we aim to resolve issues quickly and fairly.

If a chargeback or payment dispute is filed, we will provide your bank with relevant documentation, including your order confirmation, tracking information, and any related correspondence or photos.

Filing a chargeback without contacting us first may slow down resolution and could affect your eligibility for future orders.

A Few Important Notes

• Returns are shipped at the customer's expense; we don't offer free return shipping.
• We're not responsible for shipping delays or customs-related issues outside our control.
• For hygiene reasons, items returned in unsanitary or visibly used condition cannot be accepted.

Contact Us

Questions about this policy? Reach out to our team anytime at info@avasrack.com — we're happy to help.