Refund Policy

AVA Returns & Refunds Policy

Effective date: August 21, 2025

Thanks for shopping with AVA (“we,” “us,” “our”). This policy explains how returns, exchanges, and refunds work for purchases made on our website.

1) Quick summary

  • Change-of-mind returns: within [30] days of delivery, unused and in original packaging.

  • Refund method: to the original payment method (or store credit if you prefer).

  • Fees: Original shipping is non-refundable (except where required by law); return shipping is [deducted/covered—choose one].

  • Faulty/damaged items: we’ll repair, replace, or refund.

  • Your statutory rights (e.g., EU/UK) remain unaffected.

2) Return windows

  • Standard return (change of mind): Request within [30] days of delivery; ship back within [14] days after approval.

  • Holiday/peak purchases: Extended returns until [Jan 15] for orders placed [Nov 15–Dec 31].

  • Preorders/backorders: The window starts on the day you receive the item.

3) EU/UK consumer rights

  • EU Right of Withdrawal (14 days): If you’re in the EEA, you can withdraw from your purchase within 14 days of delivery without giving a reason. After you notify us, return the item within 14 days. We’ll refund the item price and the cost of standard delivery, but not any extra paid for express shipping. Unless we state otherwise, you’re responsible for return shipping. We may withhold the refund until we receive the goods or proof of return shipment.

  • UK (Consumer Rights Act 2015): You may have rights to a repair, replacement, or refund for faulty goods. This policy is in addition to those rights.

4) Eligibility & condition

To be eligible for a return, items must be:

  • Unused, unworn, and in the same condition you received them,

  • In original packaging with tags, dust bags, accessories, authenticity cards, and gifts included.

Non-returnable items (unless faulty):

  • Personalized/monogrammed items,

  • Final-sale/clearance items marked “non-returnable,”

  • Gift cards, downloadable content, and opened cosmetics/fragrance.

5) How to start a return

  1. Go to [returns portal link] or email [support@ava.example] with your order number, item(s), and reason.

  2. We’ll issue a Return Merchandise Authorization (RMA) and instructions.

  3. Use our prepaid label ([€X deducted from refund]) or ship with your preferred carrier to:
    [AVA Returns, Address, City, Postal Code, Country]

  4. Keep your tracking receipt—you’re responsible until the parcel reaches us.

6) Exchanges

  • Fastest option: Return the item and place a new order for the size/color you want.

  • One-time free exchange (optional, domestic only): We’ll cover the outbound shipping for the replacement [if stock available].

7) Damaged, defective, or incorrect items

Contact us within [7] days of delivery at [support@ava.example] with photos of the issue and packaging. After assessment, we’ll arrange a replacement, repair, or refund and cover reasonable return shipping for confirmed issues.
EU legal guarantee: Consumers in the EU benefit from a 2-year legal guarantee for lack of conformity.

8) Refund timing & method

  • We process refunds within [5–10] business days after the return is delivered to us (or upon receiving acceptable proof of return for EU withdrawals).

  • Banks and card issuers may take additional time to post the refund.

  • If you used a gift card/store credit, the refund goes back to store credit.

9) Fees, deductions & restocking

  • Return shipping: [€X flat / at-cost / deducted from refund / covered by AVA].

  • Original shipping: Non-refundable unless required by law (e.g., EU withdrawal—standard shipping only).

  • Restocking (optional): Up to [10%] may be deducted if items are returned used, missing parts, or outside the stated window (if accepted at our discretion).

10) Late or missing refunds

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

  1. Check with your bank/credit card provider,

  2. Then contact us at [support@ava.example].

11) International returns & customs

  • Mark parcels as “Returned Goods” to avoid import charges.

  • Duties/taxes paid at delivery are not refunded by AVA; you may reclaim them from your local customs authority where applicable.

12) Cancellations

  • You can cancel before your order ships. Once shipped, please follow the return process. (EU customers may use the Right of Withdrawal above.)

13) Return abuse & fraud

We may refuse service or returns in cases of excessive return activity, worn/used merchandise, or suspected fraud.

14) Contact us

Email: [support@ava.example]
Address: [AVA Commerce SAS, Address, City, Country]

EU Model Withdrawal Form (optional)

If you are an EEA consumer and wish to withdraw within 14 days, you can copy, complete, and email this to [support@ava.example]:

Subject: Withdrawal from contract
I/We hereby give notice that I/we withdraw from my/our contract of sale of the following goods: [describe items]
Ordered on [date] / received on [date]
Order number: [###]
Name of consumer(s): [name]
Address of consumer(s): [address]
Date: [date]