Return & Refund Policy

At Avorel, we want to make the return and refund process as clear and straightforward as possible. Please read the following policy carefully before requesting a return, refund, or replacement.

Returns

You may request a return within 7 days of receiving your order for items that do not have quality-related issues.

Before returning anything, please contact us at support@avorelco.com and receive return instructions. Do not send an item back before contacting us, as returns sent to an unauthorized address may not be accepted.

For standard returns, the customer is responsible for the return shipping costs.

Returned items must be in their original condition and include all original packaging, tags, parts, and accessories. Whenever possible, please use the original packaging when returning your order.

Once the returned item arrives at the designated return location, it may be inspected before the return is accepted.

A return may be rejected if the item has been damaged, misused, altered, or returned incomplete.

Damaged, Defective, or Incorrect Items

If your order arrives badly damaged, defective, or contains the wrong item, please contact us as soon as possible.

To help us investigate the issue, please provide:

• Your order number
• Clear photos of the issue
• A clear photo of the outer shipping packaging if it was damaged
• A short video showing the issue when applicable

We may also request additional information or screenshots relating to your order or complaint.

Depending on the circumstances and the outcome of the review, we may provide a refund or replacement.

For items that are partially damaged, the resolution may be a partial refund or replacement, depending on the nature of the issue.

Damage to shipping or packaging boxes alone may not qualify for a refund or replacement.

Size-Related Fit Issues

If a customer selects an unsuitable size and the correct size was shipped, the issue is considered a fit or customer preference issue, rather than a product defect.

If the product does not fit as expected, customers may contact us to request a different size. Avorel can arrange a replacement in another available size depending on the circumstances.

Size or fit issues are not considered defective-product claims unless the product itself is defective or does not match the stated size or product specifications.

Incorrect or Missing Items

If you receive the wrong item, wrong variation, or an item is missing from your order, please contact us at support@avorelco.com.

Please include:

• Your order number
• Photos of everything you received
• A clear description of the issue

For certain cases involving an incorrect size or color, additional photos or measurements may be requested to help verify the issue.

For missing accessories or parts, we may arrange for the missing item to be resent where applicable.

Order Cancellations

Orders may be cancelled for a full refund only if the order has not yet been processed by the warehouse.

Once an order has entered processing, cancellation may no longer be possible.

Customized orders, pre-order inventory orders, and certain service-related orders may not be eligible for cancellation after payment.

Refunds

Once an approved return has been received and inspected, we will notify you of the outcome.

Approved refunds will be issued to your original payment method.

Please allow approximately 5–7 business days for the refund to be processed. The time required for the funds to appear in your account may vary depending on your bank or payment provider.

For approved standard returns, the original shipping fee, taxes, return shipping costs, and other additional charges are non-refundable unless otherwise required under the applicable resolution.

Lost or Undelivered Orders

If your order has not arrived, please contact us at support@avorelco.com so we can investigate the shipment.

Delivery investigations may take time depending on the shipping carrier and available tracking information.

If tracking confirms that an order has been delivered, a refund or replacement cannot automatically be guaranteed.

If an order is held at a local post office, pickup location, or other delivery facility because of an incomplete address, uncollected package, incorrect information, refusal, or similar circumstances, the customer may be responsible for resolving the issue with the local carrier.

If an undelivered package is returned to the logistics company because it was not collected or could not be delivered due to customer-related circumstances, a refund or replacement may not be available.

Returns After the Return Period

Return requests must be submitted within the applicable return period stated above.

Once the applicable dispute or order-processing period has passed, we may no longer be able to process the request.

Force Majeure and Shipping Delays

Avorel is not responsible for delays or damage caused by circumstances outside our reasonable control, including but not limited to:

• Customs inspections
• Strikes
• Natural disasters
• Severe weather
• International conflicts
• Epidemics
• Other force majeure events

Shipping delays may require additional investigation by the carrier and logistics provider before a resolution can be determined.

EU Right of Withdrawal & Legal Guarantee

EU Right of Withdrawal

If you are a consumer in the European Union, you generally have the right to withdraw from an online purchase within 14 days of receiving your order without giving a reason. This statutory right applies separately from Avorel's standard return policy.

To exercise your right of withdrawal, please contact support@avorelco.com within the 14-day period and clearly state that you wish to withdraw from your purchase. Please include your order number and full name.

After notifying us, you generally have a further 14 days to send the goods back. You are normally responsible for the direct cost of returning the goods, provided you were informed of this before purchase and unless applicable law requires otherwise.

When exercising the right of withdrawal, you may handle the goods only to the extent necessary to determine their nature, characteristics and functioning. You may be responsible for any loss in value resulting from handling beyond what is necessary for that purpose.

Once a valid withdrawal has been exercised, we will generally refund the payments received, including the standard delivery cost. We do not have to refund any additional amount resulting from your choice of a more expensive delivery method. We may withhold the refund until we receive the returned goods or you provide evidence that they have been sent back, whichever occurs first.

The statutory right of withdrawal is subject to the exceptions provided by applicable law. These include certain sealed goods that are not suitable for return for health protection or hygiene reasons once the seal has been broken after delivery. Whether an exception applies depends on the circumstances and applicable law.

For EU customers exercising a statutory right of withdrawal, Avorel will handle the return and refund in accordance with applicable EU consumer protection law.

EU Legal Guarantee for Faulty Goods

EU consumers also have statutory rights if goods are faulty, do not conform to the contract, do not match their description, or do not work as they should.

EU law provides consumers with a minimum 2-year legal guarantee from the time they receive the goods, although individual EU countries may provide additional protection.

Where goods are faulty or do not conform to the contract, the available remedy may include repair or replacement at no cost. Where repair or replacement is not possible or cannot be provided within a reasonable time and without significant inconvenience, applicable law may provide for a price reduction or refund.

To make a claim, please contact support@avorelco.com and provide your order number together with a description of the issue. We may request appropriate information or evidence so that we can assess the claim.

For approved defective or incorrect-item returns where Avorel requires the product to be sent back, Avorel will cover the reasonable return shipping cost. Please contact us before returning anything so that we can provide the appropriate instructions.

These statutory EU rights apply in addition to, and are not replaced or limited by, Avorel's voluntary return policy or any procedures we use with our fulfillment partners.

The EU 14-day withdrawal right and the minimum 2-year legal guarantee are supported by current EU consumer guidance.

Contact Us

For all return, refund, replacement, cancellation, or order-related questions, please contact:

support@avorelco.com

Please include your order number, full name, and a clear description of the issue so we can assist you as efficiently as possible.