Refund policy
Welcome to AVESTON! We are committed to your satisfaction with every purchase. Understanding that sometimes a product may not meet your needs, we've outlined our Return and Refund Policy below to ensure a straightforward and convenient process for returns and exchanges.
Return Policy
You have 60 days from the date of purchase to return an eligible item. Items must be unused, in the same condition that you received them, and in their original packaging. Please note, we cannot accept returns of intimate goods or items returned without original packaging. The original branded packaging must also be intact and undamaged. Items sent back to us without first requesting a return will not be accepted.
How to Initiate a Return
To start a return, please:
- Contact our customer service team at support@avestongroup.com
- Include your order number and proof of purchase.
- Await our approval and instructions for returning your item.
Refund Policy
Refunds are issued only after the returned item has arrived at our warehouse and passed inspection. If your return is approved, we will process your refund to your original payment method within a specified number of days. Please be aware that products returned because they did not work upon arrival will undergo testing. If it's determined the product's condition was misrepresented by the customer, particularly in cases where Velcro is clogged with animal hair or clothing, a fee equal to 50% of the product's sales price will be charged.
Unwanted Items
For returns of unwanted items (e.g., no longer needed, found a better price, ordered the wrong size), where the seller is not at fault, a restocking fee of up to 20% may be deducted from your refund, and you will be responsible for the return shipping cost. If the return is due to our fault, the restocking fee will be waived, and you will be reimbursed for return shipping costs.
Exchanges
We accept returns for exchanges in the case of defective or damaged items, or for different sizes, provided the item is in new and unused condition. All return and redelivery shipping costs for size exchanges will be the responsibility of the customer. The timeframe for receiving your exchanged product may vary depending on your location.
For items that are manufactured defective or damaged, we offer a replacement free of charge. The time it may take for your replacement product to reach you may vary based on your location.
Shipping Costs
Customers are responsible for return shipping costs except in cases of defective or damaged items. The cost of your label will be deducted from your refund (or you can purchase your own label, if you prefer.) We recommend using a trackable shipping service or purchasing shipping insurance for items of significant value.
Exceptions
Please note that sale items or personalized items are final sale and not eligible for returns.
EU Consumer Rights - 14-Day Cooling-Off Period
For our customers within the European Union, you have the right to cancel and return your order within 14 days, for any reason, and without a justification. This 14-day cooling-off period begins the day after you receive your product. Please note, the right to cancel does not apply to intimate goods, goods made to the consumer’s specifications, or goods that cannot be returned due to health protection or hygiene reasons if opened after delivery.
To exercise your right under this cooling-off period, please follow our standard return process outlined below and notify us of your decision to cancel your purchase within the 14-day period.