Refund policy
You have 30 days from the date you receive your order to submit a return request.
- Online purchases may be returned online or at an establishment.
- Purchases made at an establishment may only be returned at an establishment.
Eligibility conditions
To be eligible for a return, an item must:
- Be in its original condition
- Be unworn and unused
- Have all original tags attached
- Be returned in its original packaging
Please note: Swimwear is refundable only if the hygiene liner is intact.
Non-returnable items
Certain items cannot be returned or exchanged, including:
- Personal care products (e.g., beauty products) and earrings
- Promotional items, clearance or sale items
- Gift cards
Refund timeline
Once your return has been received and inspected, if approved:
- The refund will be issued to the original method of payment.
- Processing may take up to 10 business days.
- The time required for the refund to appear in your account depends on your financial institution.
If more than 15 business days have passed since your return was approved and you have not received an update, please contact us at info@awu.com.
Returns and exchanges at an establishment
You may visit a sanctuary directly for an exchange or refund.
- No prior online request is required.
- Eligibility conditions (condition, tags, etc.) also apply on site.
- Proof of purchase is required.
Our team will be happy to assist you with an exchange on site, subject to product availability.
Returning or exchanging an item purchased online
How to submit a request
- Go to your AWŪ order history.
- Select the item in question.
- Follow the instructions to submit your return request.
Your request will be sent to our team and processed as quickly as possible.
If your return request is accepted, you will receive:
- A return shipping label
- Clear instructions for sending your package
Important: Items returned without prior authorization will not be accepted.
Exchanging an item purchased online
The fastest way to obtain a new item is to:
- Return the original item
- Place a new order once the return has been accepted
Return fees
- Online purchases: A $15 return fee will be deducted from your refund.
- No fees apply if the item is defective, if there was an order error, or if the return is completed at an establishment
Damaged item, defect or order error
Please inspect your order upon receipt.
If an issue is identified:
- Go to your order history
- Submit a return request
Our team will contact you to request photos, review the situation, and provide a prompt solution.
Precedence of this policy
In the event of any discrepancy between this policy and any other communication, this policy shall prevail, subject to applicable laws, including the Consumer Protection Act (Québec).
