Start with a request, not a parcel

For eligible merchandise, the return window is 30 calendar days from confirmed delivery. Email service@auivnmv.com with your order number, the item, your reason and relevant photographs or video where necessary. Customer care will assess the request and supply authorization, the designated warehouse address and return directions if approved.

Unapproved returns, or parcels sent to an address we did not provide for that return, may be refused. A business registration address is for business identification and correspondence; it is not an automatic return destination.

Check the condition and exceptions

For a preference-based return, merchandise should normally be unused, unaltered and in its original condition. Include, where applicable, the original packaging, accessories, components, manuals or inserts, and proof of purchase or the order number. Different requirements may apply to damage, defects, incorrect or missing items, or material differences from the description.

Preference returns can be excluded for health, hygiene, personalization, safety or product-integrity reasons. Where relevant, examples include personalized or custom goods, opened hygiene-sensitive goods, gift cards, and items clearly disclosed before purchase as final sale or non-returnable. Such exclusions do not remove legally protected consumer remedies.

If the order has a product problem

Inspect your delivery and report damage, a defect, a wrong or incomplete item, or a material mismatch with the description as soon as reasonably possible. Where feasible, contact us within 7 days of delivery with the order number and clear images of the item, packaging and shipping label as relevant.

After confirming the issue, we will arrange a suitable replacement, refund or return solution. You will not bear the reasonable return shipping cost attributable to that confirmed problem. A physical return is not required in every case; the reviewed circumstances may support a replacement, full or partial refund, or another appropriate resolution.

Understand postage and deductions

For a change of mind, a mistaken personal selection or another preference reason unrelated to a product or fulfillment error, the customer generally pays return postage. Approved eligible returns have no separate restocking fee.

Where the law allows, a suitable deduction may be made for missing parts or avoidable diminished value resulting from use, alterations or damage beyond what was reasonably needed to inspect the merchandise.

Follow the refund through two stages

Once an authorized return arrives at the assigned facility, we aim to inspect it within 5 business days. If approved after inspection, the refund is issued to the original payment method within 1–3 business days of approval.

The bank, card issuer, PayPal or other provider may require additional time to post the credit. If we have confirmed issuance and the provider’s normal posting period has passed, check with the provider first. For further help, email us the order number. Never email complete payment-card numbers.

Exchanges and order changes

Exchanges depend on stock. An approved return followed by a new purchase of the desired item or option may be the simplest route. Speak to us before sending an exchange.

Request a cancellation or order change within 12 hours of purchase. We make reasonable efforts to accommodate eligible requests, but cannot guarantee a change once processing, fulfillment, shipment preparation or dispatch starts. No separate cancellation fee applies simply for submitting an eligible request.

Rights remain protected

These procedures do not restrict consumer rights, remedies, warranties or protections that applicable law does not allow us to exclude or limit.