Refund policy

Last updated: June 18, 2026

This Return Policy (the "Policy") is a legally binding agreement between the customer and ALAYASWIM. By placing an order on alayaswim.com, the customer confirms that they have read, understood, and accepted the terms of this Policy in full.

This Policy applies to all orders placed through alayaswim.com and covers customers worldwide. Where the laws of the customer's country grant broader mandatory rights, ALAYASWIM complies with such requirements to the extent they are legally enforceable.

1. General Terms

Swimwear and other items that come into direct contact with the body are classified as personal hygiene goods. For hygiene reasons, these items cannot be returned once the packaging has been opened.

Under Article 16(e) of EU Directive 2011/83/EU on Consumer Rights, the right of withdrawal does not apply to goods that are not suitable for return due to health protection or hygiene reasons where the packaging has been unsealed after delivery. Opening the packaging constitutes the customer's consent to the non-returnability of the item — regardless of whether it was used.

Returns are only accepted in cases explicitly provided for in this Policy.

The buyer is responsible for reviewing the product description, item characteristics and size guide before placing an order. Differences in expectations regarding fit, color shade, fabric texture or style of the product do not constitute a defect and are not grounds for return or exchange.

2. Non-Returnable Items

ALAYASWIM does not accept returns for the following categories of items:

• swimwear, underwear, and other body-contact items whose packaging has been opened;
• custom-made or personalized items;
• items purchased during sales, with promo codes, as part of special promotions, or at a discount;
• items that have been used, worn, washed, or damaged;
• items with missing tags, protective elements, or tampered original packaging;
• gift cards and certificates.

3. Quality Control & Quality Claims

3.1. Pre-Shipment Quality Control

Every order undergoes a mandatory quality inspection before shipment. Where appropriate, the condition of the item is recorded via photo or video — these materials confirm the item's condition at the time of handover to the carrier and may be used in dispute resolution. In certain cases, ALAYASWIM may offer a partial refund as a mutually agreed solution between the parties.

3.2. How to Submit a Claim

If the customer believes they have received a defective or incorrect item, they must:

1. Contact us at info@alayaswim.com within 14 (fourteen) calendar days from the delivery date as confirmed by the carrier.
2. Attach the required evidence (see Section 3.3).
3. ALAYASWIM will review the claim within 5 business days and respond with further instructions.

3.3. Evidence Requirements

To process a quality claim, customers must provide an unboxing video that:

• begins with a clear view of the sealed package showing the shipping label and tracking number;
• is recorded continuously without cuts or pauses from start to finish;
• includes a clear close-up of the alleged defect.

Additionally, please provide: photos of the defect in good lighting (minimum 3 photos), a photo of the shipping label, and photos of both the inner and outer packaging.

Claims submitted without the required evidence may be declined. If an unboxing video was not recorded due to circumstances beyond the customer's control, the claim may be reviewed based on photographic evidence at ALAYASWIM's sole discretion — such decisions are final.

3.4. Resolution for Approved Claims

If a manufacturing defect is confirmed, ALAYASWIM will offer one of the following resolutions: a replacement item; a refund of the amount paid; or a store credit for a future purchase. Return shipping costs for defective items are covered by ALAYASWIM.

4. Return Timeframe & Process

Customers located in the European Union may exercise their right of withdrawal by submitting a request directly through their customer account.

Return requests must be submitted no later than 14 (fourteen) calendar days from the order delivery date. Requests received after this deadline will not be considered, unless otherwise required by the mandatory laws of the customer's country.

All returns must be pre-approved by ALAYASWIM. The approval process is as follows:

1. Submit a request to info@alayaswim.com, stating your order number and reason for return.
2. ALAYASWIM will review the request within 3–5 business days and provide further instructions.
3. Once written confirmation is received, package the item and ship it using the specified method.

Returns sent without prior written approval will not be accepted and may be returned to the customer at their expense.

5. Return Condition Requirements

To be eligible for return, items must meet the following conditions:

• original, unused condition;
• original, undamaged packaging;
• all tags, labels, and protective elements intact and attached;
• no signs of use, washing, perfume, deodorant, or other contamination.

ALAYASWIM reserves the right to refuse a return if the item does not meet these requirements.

6. Refunds

Once the returned item has been received and inspected, ALAYASWIM will notify the customer of the decision within 3 business days. If the return is approved, the refund will be processed within 10 (ten) business days to the original payment method.

If the original payment method is no longer available (e.g., the card has expired or the account is closed), the customer must notify ALAYASWIM when submitting the request — the refund will be issued via an alternative method agreed upon by both parties.

Please note:

• additional processing time may be required by the bank or payment provider;
• shipping costs are non-refundable unless explicitly stated otherwise in this Policy;
• customs duties, taxes, and fees paid by the customer upon receipt of the order are non-refundable.

Shipping Fee Recalculation for Partial Returns:

If the original order qualified for free shipping (order total of $250 or more), but as a result of a partial return the remaining order total falls below this threshold, ALAYASWIM reserves the right to deduct the standard shipping fee ($20), as it would have applied to the order based on its revised contents, from the refund amount.

7. Shipping

7.1. Delivery Confirmation

An order is considered delivered once the carrier's tracking system confirms delivery. ALAYASWIM is not responsible for lost packages after such confirmation. Proof of delivery includes the “Delivered” status or its equivalent in the carrier’s tracking system.

7.2. Return Shipping Costs

Return shipping costs are the responsibility of the customer, except where the return is due to a manufacturing defect or an error by ALAYASWIM. All returns must be sent using a trackable shipping method. ALAYASWIM is not responsible for items lost or damaged during return transit.

7.3. International Returns

For international returns, any customs duties, taxes, or fees charged to ALAYASWIM as the recipient will be deducted from the refund amount. The customer is responsible for completing customs documentation correctly.

8. Customer Responsibility

The customer is responsible for:

• providing a correct and complete delivery address at the time of order;
• handling items with care prior to initiating a return;
• the accuracy of all information and evidence submitted in connection with a claim.

ALAYASWIM reserves the right to reject a claim and restrict access to future purchases if evidence is falsified, false information is provided, or the Policy is systematically abused. Such cases may be referred to payment processors and/or law enforcement authorities.

9. Dispute Resolution & Chargebacks

9.1. Mandatory Pre-Dispute Process

Before initiating a dispute with a bank or payment provider (chargeback), or contacting any regulatory authority, the customer must:

1. Submit a written complaint to info@alayaswim.com with a detailed description of the issue.
2. Allow ALAYASWIM up to 5 business days to respond.
3. If unsatisfied with the response, make a good-faith effort to resolve the matter for at least 14 days from the date of first contact.

9.2. Unjustified Chargebacks

ALAYASWIM maintains thorough documentation for all orders, including quality control photos and videos, tracking data, and customer communications. All materials are provided to payment processors during chargeback disputes.

Filing a chargeback for an order that was delivered and matched its description constitutes fraudulent activity. In such cases, ALAYASWIM reserves the right to:

• submit evidence of proper order fulfillment to the payment processor;
• place the customer on a restricted access list for future purchases;
• report the case to anti-fraud databases and/or law enforcement authorities.

10. International Consumer Protection Standards

ALAYASWIM acknowledges the applicability of mandatory consumer protection laws in customers' countries, including:

• EU: Directive 2011/83/EU on Consumer Rights, GDPR Regulation 2016/679.
• United Kingdom: Consumer Rights Act 2015, Consumer Contracts Regulations 2013.
• Australia: Australian Consumer Law (mandatory consumer guarantees).
• Canada: applicable provincial consumer protection legislation.

Where the mandatory laws of the customer's country provide broader rights than those set out in this Policy, ALAYASWIM complies with such laws to the extent required.

11. Policy Updates

ALAYASWIM reserves the right to update this Policy at any time. The current version is published on alayaswim.com and takes effect upon publication. Continued use of the website following any updates constitutes the customer's acceptance of the revised Policy.

12. Contact

For any questions related to this Policy, please contact us:

Email: info@alayaswim.com

Website: alayaswim.com

By placing an order, the customer confirms they have read this Policy and accept its terms in full.