Refund policy

1. 14-Day Return Window

We offer a 14-day return window from the date your order is delivered to your doorstep. To be eligible for a return, your item must be in the exact condition you received it: unused, unwashed, and in its original premium packaging with all tags and seals intact.

2. Eligible and Non-Returnable Items

To maintain strict hygiene and safety standards for our community, certain items are handled differently:

  • Aesthetic Lighting & Massagers: Eligible for return if completely unused, undamaged, and inside the original protective packaging.

  • Diffusers & Wellness Consumables: Due to hygiene standards, aroma diffusers cannot be returned once water or essential oils have been introduced into the device.

3. How to Initiate a Return

  1. Contact our concierge team at support@averia.ae OR  Click here with your order number and the reason for your return.

  2. Our team will review your request within 24–48 hours.

  3. Once approved, we will arrange a local courier to pick up the item directly from your address anywhere in the UAE.

  • Please Note: A standard return shipping and handling fee of 20 AED will be deducted from your final refund amount, unless the item arrived damaged or defective.

4. Damages, Defectives, and Warranty Issues

Please inspect your order immediately upon arrival. If an electronic item (such as the massage pillow, lamp, or diffuser) arrives damaged, or if you encounter a functional defect, email us immediately at support@averia.ae or Click here with a photo or short video of the issue. We will arrange an immediate, complimentary replacement or a full refund at zero additional cost to you.

5. Refunds

Once your return is received and thoroughly inspected at our UAE fulfillment center, we will notify you via email regarding the approval of your refund.

  • Credit Card / Apple Pay: Approved refunds will be credited back to your original payment method automatically within 5 to 7 business days, depending on your bank's processing times.

  • Cash on Delivery (COD): For orders paid via COD, refunds will be issued in the form of an Averia Store Credit/Gift Card, or via direct bank transfer to a UAE bank account matching the customer's name.

If you have any questions regarding your sanctuary setup, please reach out to us at support@averia.ae OR  Click here,