Return & Refund Policy

What We Accept

We accept returns within 30 days of delivery for products that are defective, damaged in transit, or significantly differ from what was ordered. Non-defective wholesale orders are final sale — as a factory-direct supplier we cannot accept returns for change of mind on bulk or pallet quantities.

Eligibility Conditions

• Item reported within 30 days of delivery date
• Item unused and in its original packaging
• Proof of purchase (order confirmation or invoice) provided
• Damaged-in-transit claims include photos of damage and packaging

How to Initiate a Return

Contact us before sending anything back. Email hello@a-vee.com or WhatsApp +1 (226) 444-4455 with your order number and reason. We typically respond within one business day, Monday to Friday, with next steps and a return authorisation if approved.

Refunds

Once we receive and inspect the returned item, we process your refund within 30 days to the original payment method. Shipping costs are non-refundable unless the return is due to our error.

Exchanges

We accept exchanges for defective or incorrect items. If you received the wrong product or a damaged batch, we arrange a replacement shipment at no additional cost.

Non-Returnable Items

• Opened bulk loose coir (50L bags, once used)
• Custom or specially blended substrate orders
• Items returned without prior written authorisation

Return Shipping

For approved returns due to our error or defect, we cover return shipping to our Cambridge, Ontario warehouse. For all other approved returns, the buyer is responsible for return shipping costs.