Refund policy
Last updated: October 27, 2025
We want you to love your Ailia Bottle experience. If something isn’t quite right, our return policy is designed to make things simple and fair.
30-Day Return Policy
We have a 30-day return policy, which means you have 30 days after receiving your order to request a return.
To be eligible, your item must be:
- In the same condition that you received it – unworn, unused, and undamaged.
- Returned in its original packaging, with all included parts and accessories.
- Accompanied by your order number and the shipping address used for that purchase.
Please note that not all products are eligible for return. Items such as Christmas Gift Wrapping, Delivery Assurance Upgrade (Shipping Protection), and other clearly marked exclusions are non-returnable. Any additional exclusions will be clearly stated on the relevant product page and/or at checkout.
Eligibility Requirements
To qualify for a return:
- Your return request must be initiated and the parcel lodged for return within 30 days of delivery.
- The item must not have been marked “Final Sale” or “Non-Returnable” at the time of purchase (unless faulty).
- The item must be returned with all original packaging and accessories in unused condition.
This includes (where applicable):
- Ailia Bottle
- Body Strap
- Charger
- Owner’s Manual
- Zip-Lock Bag & Charging Cord Wrap
- Product Box & Outer Packaging
- Enamel Pins, Bottle Pouches, and any additional extras included with the original order
Before sending anything back, we’ll ask you to provide clear photos of your order so our team can assess its condition and confirm eligibility.
Return Shipping Costs
- Original shipping costs (including express/international postage, duties, or import taxes) are non-refundable.
- Return shipping costs are the responsibility of the customer unless the item is faulty or incorrect.
How to Start a Return
To initiate a return, please contact us at hello@ailiabottle.com.
If your return is approved, we’ll provide a return shipping label and detailed instructions on how and where to send your package.
Items returned without prior authorisation will not be accepted.
For any return-related questions, you can always reach us at hello@ailiabottle.com.
Damages and Issues
Please inspect your order upon arrival and contact us immediately if:
- The item arrives damaged or defective, or
- You receive the wrong item
so that we can assess the issue and make it right as quickly as possible.
Exceptions and Non-Returnable Items
Certain items are non-returnable. These include but are not limited to:
- Christmas Gift Wrapping
- Delivery Assurance Upgrade (Shipping Protection)
- Custom or personalised products
- Sale or discounted items (unless faulty)
- Gift Cards
If you are unsure whether your product is eligible for return, please contact us before sending your parcel.
Exchanges
The quickest way to get what you need is to return your item for a refund (if eligible) and place a new order separately.
We’re unable to reserve stock or guarantee product availability for exchanges.
Refunds
Once your return is received and inspected, we’ll notify you by email to confirm whether your refund has been approved.
If approved, a refund will be issued to your original payment method within 10 business days.
Please note:
- Your financial institution may take additional time to process and post the refund.
- If more than 15 business days have passed since your refund approval and you have not received your funds, please contact hello@ailiabottle.com.
Australian Consumer Law (ACL)
Our policy does not exclude or replace your rights under the Australian Consumer Law (ACL).
You are entitled to a replacement or refund for a major failure and compensation for any other reasonably foreseeable loss or damage. You are also entitled to have goods repaired or replaced if they fail to be of acceptable quality and the failure does not amount to a major failure.
Contact Us
If you have any questions about your return or refund, please reach out to our team at hello@ailiabottle.com. We’re always happy to help.
