Refund policy

AIZENA™ REFUND & RETURN POLICY

At Aizena, we stand behind the quality of our orthopedic recovery tools. Because our products are hygiene-sensitive medical-grade equipment, we maintain strict return protocols to ensure the safety and health of all our customers.

1. 14-Day Return Window

You have 14 days from the date of delivery to request a return. After 14 days, we unfortunately cannot offer you a refund or exchange.

2. Hygiene & Condition Requirements (IMPORTANT)

To be eligible for a return, your Aizena pillow must be:

  • Unused, unwashed, and in the same condition that you received it.

  • In the original packaging with the hygiene seal intact.

  • Note: Due to health regulations, pillows that have been slept on or removed from their plastic hygiene seal cannot be returned or refunded.

3. Restocking Fee

All eligible returns are subject to a 20% Restocking Fee. This fee covers the cost of processing, quality inspection, and the initial shipping and handling costs incurred by Aizena. This amount will be deducted from your final refund.

4. Return Shipping

The customer is responsible for paying all shipping costs for returning the item. Shipping costs are non-refundable. We strongly recommend using a trackable shipping service or purchasing shipping insurance, as we cannot guarantee that we will receive your returned item.

5. How to Initiate a Return

  1. Email us at aizenashop@outlook.com with your Order Number and a photo of the unopened product/seal.

  2. Once approved, we will provide you with the return shipping address.

  3. Do not send your purchase back to the manufacturer; it must be sent to the address provided by our support team.

6. Refunds

Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, your refund (minus the 20% restocking fee) will be processed to your original method of payment within 5–10 business days.