Refund policy

🔄 Return & Refund Policy

Defective or Incorrect Items

If the item you received is defective or does not match your order, we will arrange a free return.

Please contact us within 14 days of receiving your order so we can take the necessary steps to resolve the issue.

If you wish to return your order for any other reason, please refer to our Terms and Conditions and Right of Withdrawal Policy for details on applicable refund conditions.

Return Eligibility Conditions

To be eligible for a return, the item must:

  • Be in the same condition as received

  • Be unworn and unused

  • Be returned with tags and in its original packaging

  • Be accompanied by a receipt or proof of purchase

To request a return, please contact us at:
📧 contact@afanaya.fr

Returns must be sent to the following address:

📍 1 Rue Nungesser et Coli, 61000, France

If your return request is accepted, we will send you a return label along with detailed instructions on how to ship your package.

Items returned without prior authorization will not be accepted.

For any questions regarding returns, you can contact us at any time at:
📧 contact@afanaya.fr

Damaged Items & Order Issues

Please inspect your order upon receipt.

If the item is defective, damaged, or if you have received the wrong item, contact us immediately so we can evaluate the issue and provide an appropriate solution.

Non-Returnable Items

Certain items cannot be returned, including:

  • Perishable goods (e.g., TENA-type protection products, flowers, plants)

  • Custom-made or personalized items

  • Personal care products (e.g., beauty products)

  • Hazardous materials, flammable liquids, or gases

  • Sale items and gift cards (non-refundable and non-returnable)

If you have any questions about a specific item, please contact us before submitting a return request.

Exchanges

The fastest way to receive a replacement item is to first return the original item.

Once your return is accepted, you can place a new order for the desired product.

14-Day Right of Withdrawal (European Union)

If your order is shipped within the European Union, you have 14 days to cancel or return your order without providing any reason.

To be eligible:

  • The item must be unused and unworn

  • Returned with tags

  • In its original packaging

  • Accompanied by proof of purchase

Refunds

Once we receive your return, we will inspect it and notify you whether your refund is approved or rejected.

If approved, the refund will be processed to your original payment method within 10 business days.

Please note:

  • Your bank or card provider may take additional time to process the refund

  • If more than 15 business days have passed since approval and you have not received your refund, please contact us at:
    📧 contact@afanaya.fr