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Refund Policy

Refund Policy

Last updated: 08/28/2025
Applies to orders placed at: avenlyco.com
Time standard: All dates and times in this policy are measured in GMT-4.

We aim to make refunds clear and fair. Because we work with multiple partner warehouses, some items may ship separately and must be inspected at the correct return center before a refund is issued.

1) Eligibility for Refunds

  • Damaged/Defective/Wrong Item: If your order arrives damaged, defective, or incorrect, email support@avenlyco.com within 7 days of delivery with your order number and clear photos/videos of the product and packaging. You’re eligible for a full refund or a free replacement.

  • Change of Mind / Sizing: Eligible items returned within 30 days of delivery and in original condition (unused, unwashed, with tags and original packaging) qualify for a refund minus return shipping and a 10% restocking fee to cover inspection and processing at partner warehouses.

  • Non-Refundable Items: Opened consumables, cosmetics, health and personal-care items; underwear/lingerie, swimwear, and pierced jewelry; personalized or made-to-order items; digital goods; gift cards; and items marked “Final Sale” are not refundable unless defective on arrival.

2) Refund Method & Timing

  • Approved refunds are issued to the original payment method.

  • Once the returned item is delivered to the designated return center and passes inspection, refunds are processed in 3–10 business days. Your bank or card issuer may require additional time to post the credit.

3) Shipping Fees

  • Original shipping fees are non-refundable once an order is in transit, except when the issue is our error (damaged, defective, or mis-shipped items confirmed by us).

  • For change-of-mind or sizing returns, the customer is responsible for return shipping. We can provide a prepaid label and deduct the exact cost from the refund, or you may use your own tracked carrier.

4) How to Request a Refund (RMA Required)

  1. Email support@avenlyco.com with your order number, the item(s) you wish to return, and the reason.

  2. You’ll receive an RMA number and the correct return center address (items from the same order can have different addresses).

  3. Pack items securely and write the RMA number on the label.

  4. Ship using a trackable service and retain the receipt.

  5. After inspection, we’ll issue the refund per this policy.

Returns sent without an RMA, to an incorrect address, or beyond the time windows may be refused or significantly delayed.

5) Undeliverable, Refused, or Wrong Address

  • If a parcel is returned due to an incorrect/insufficient address, refusal, or repeated delivery attempts, we can reship for an additional postage fee or issue a refund minus original shipping and any carrier return fees.

6) Lost or Stolen Packages

  • If tracking shows “delivered” but you did not receive the package, first check with household members and neighbors, then contact the carrier and support@avenlyco.com within 7 days.

  • After the carrier completes its investigation, we will reship or refund based on the outcome. We may request a non-receipt affidavit.

7) International Orders

  • Customs duties/VAT are set by the destination country and are non-refundable.

  • International returns must be sent only to the specified return center we provide; unauthorized returns may be refused.

8) Bundles, Sets, and Multi-Item Orders

  • Items sold as a bundle or set must be returned complete to be eligible for a refund, unless otherwise agreed in writing.

  • Do not combine items into one box unless instructed; different items may require different labels/addresses.

9) Cancellations & Pre-Fulfillment Refunds

  • Orders can be cancelled for a full refund before fulfillment (typically within 12 hours of purchase, GMT-4).

  • If your order has already shipped, please follow the return process above.

10) Late or Missing Refunds

If you haven’t received a refund after our confirmation:

  1. Check your bank account or card statement again.

  2. Contact your card issuer; posting times vary.

  3. If you still need help, email support@avenlyco.com with your order number and refund confirmation.

11) Chargebacks

We’re here to help and resolve issues quickly. Please contact support@avenlyco.com before opening a dispute or chargeback. Filing a chargeback while a return or investigation is in progress can delay your refund.

Questions?
Email: support@avenlyco.com
Hours: Monday–Friday, 9:00–18:00 (GMT-4)

This policy does not limit any rights you may have under applicable consumer laws in your jurisdiction (e.g., EU/UK withdrawal rights with statutory exceptions).