Refund policy

At ANAI, we want you to feel supported and informed. Please read our policy carefully.

This policy describes the returns, exchanges, and refunds we offer in addition to your rights as a consumer. Nothing in this policy limits, excludes, or replaces any non-waivable right you may have under the consumer protection laws of your country of residence — including, for customers in Australia, your rights under the Australian Consumer Law (ACL). Where our policy is more generous than what the law requires, our policy applies; where the law requires more than our policy offers, the law applies.

1. The 30-Day Return Window
We offer a 30-day return policy from the date of delivery, structured in two straightforward phases:

* Phase 1: Full Refund or Exchange (Days 1–14)
During the first 14 calendar days, you may return any item for a full monetary refund to your original payment method, or exchange it for a different size/product (provided strict hygiene conditions are met).
* Phase 2: Store Credit or Exchange Only (Days 15–30)
For returns requested between day 15 and day 30, we will gladly accept your return in exchange for Store Credit or a direct product exchange. Monetary refunds are not available during Phase 2.

2. Strict Hygiene Requirements (Crucial)
For health and hygiene reasons, all intimate garments are sealed at the point of dispatch. Your right to return or exchange an item is lost the moment it's unsealed. We will only accept items that are:

* completely unused, unworn, and unwashed
* free of any marks, stains, or odors
* returned with the original disposable hygiene sticker/seal 100% intact.

If an item is returned with a peeled, tampered, or missing hygiene sticker, the package will be rejected and sent back to you at your expense.

3. How to Request a Return
Starting a return is simple — you don't need to send a formal letter or fill out complicated forms. Just email our support team at hello@anaicollection.com with your Order Number.
Return Dispatch Deadline
Requesting your return is only the first step. You must hand the sealed product over to the carrier no later than 14 calendar days from the day you requested the return. Returns dispatched after this 14-day window has expired will be rejected, and the return will no longer be accepted.

4. Shipping Costs for Returns

* Standard Returns / Size Exchanges: The customer is responsible for the direct cost of shipping the item back to our warehouse. ANAI will cover the cost of shipping the new exchanged item back to you.
* Error / Incorrect item received: If we made a mistake fulfilling your order, we will provide a prepaid return label at zero cost to you.

5. Damaged, Incorrect, or Defective Orders

Transport Damage
If your parcel arrives visibly crushed or torn by the courier, please report it to hello@anaicollection.com as soon as possible, ideally within 48 hours, with a photograph, so we can file a claim with the carrier.

Incomplete or Incorrect Orders
If your order arrives incomplete or with the wrong item, contact us at hello@anaicollection.com and we will send the missing or correct item(s) at no cost to you. If a replacement isn't possible, or you'd prefer a refund, we'll arrange one.

Manufacturing Defects
If an item reveals a genuine manufacturing defect, please contact us. We will inspect the issue and offer a free replacement or repair. If a replacement isn't possible, you will receive a full refund.