REFUND & RETURN POLICY

Last Updated: April 14, 2026

Thank you for choosing AYNI. We take great pride in our heritage, our community, and the exceptional quality of our handcrafted baby alpaca garments.

Because each of our items is exclusively made-to-order and handcrafted by artisans in Ecuador specifically for you, we have established the following policy:

1. ALL SALES ARE FINAL

Due to the bespoke nature of our production process, we do not accept returns or exchanges for "change of heart," style preferences, or minor natural variations in the fiber. Once an order is placed, the artisanal weaving process begins, and resources are allocated to the community.

2. ELIGIBILITY FOR RETURNS (DEFECTS & ERRORS)

We only accept returns or exchanges in the following specific circumstances:

• Manufacturing Defects: If the garment arrives with significant structural flaws (e.g., holes in the knit, unraveled seams).

• Incorrect Item: If the model or color delivered is fundamentally different from what was ordered.

• Size Discrepancy: If the garment’s physical measurements differ by more than 4 cm from our published Size Guide for that specific size.

3. RETURN PROCESS

If you believe your item is defective or incorrect:

1. Report within 7 days: You must contact us at [Insert Email] within 7 days of receiving your package.

2. Evidence: Please include your order number and clear photographs of the defect or the measurement discrepancy.

3. Inspection: Our team will review your claim. If approved, we will provide instructions for the return shipment.

4. RESOLUTIONS

If a return is approved due to a manufacturing fault:

• We will offer to repair the item at no cost.

• We will replace the item with a new handcrafted piece.

• If a replacement is not possible, a full refund will be issued to your original payment method.

5. NON-RETURNABLE SITUATIONS

We cannot accept returns or provide refunds for:

• Damage caused by improper care or washing (alpaca fiber requires specific care).

• Normal wear and tear.

• Orders where the customer provided incorrect sizing information despite the availability of our Size Guide.

• Items that have been worn, washed, or had the tags removed.

6. SHIPPING COSTS

• If the return is due to our error or a defect, AYNI will cover all return shipping costs.

• For any other approved courtesy exchanges, the customer is responsible for all shipping fees, duties, and taxes involved in the transit between the destination country and Ecuador.

7. CANCELLATIONS

Orders can only be canceled within 24 hours of placement. After this window, the artisan production process has begun, and the order can no longer be canceled or refunded.