Returns & Refund Policy
We want you to receive the products you ordered in the condition you expect. This policy explains when returns may be accepted, what evidence is required, and how refunds or replacements are handled.
Our Returns Policy at a Glance
Avonley accepts return requests for eligible items that arrive damaged during shipping, are incorrect, or have a manufacturing defect. Requests must be submitted within 10 calendar days of delivery, subject to the requirements and exceptions below.
Return Eligibility and Timeframe
To be considered for a return, refund or replacement, you must contact Avonley within 10 calendar days after the order is delivered.
Returns may be considered only for the following reasons:
- The wrong item was delivered.
- The item was damaged during shipping.
- The item has a manufacturing defect.
Important: Returns are not accepted for reasons such as a change of mind, ordering the wrong item yourself, personal preference, or an item no longer being needed, unless required by applicable law or expressly agreed to by Avonley.
Please contact us promptly after discovering an issue. Requests submitted after the 10-day window may not qualify under this policy, subject to any rights that cannot legally be excluded or limited.
Required Photos and Supporting Evidence
To review your request and investigate the issue with the shipping carrier or supplier, we require clear photographs and relevant order information.
Please provide the following, as applicable:
- Outer packaging photos: Images showing the shipping carton, pallet or other packaging, including visible damage.
- Shipping label photos: A clear image of the shipping label, tracking number and carrier details.
- Item received photos: Images of the complete product as received, including any damage or defects.
- Damage or defect close-ups: Detailed photographs clearly showing the affected area.
- Packaging and protective materials: Images of internal packaging and protective materials, where relevant.
- Order information: Your order number, the item involved and a brief description of the issue.
Please retain the original packaging and shipping label until your case is reviewed. This evidence helps us assess the issue and pursue a claim with the carrier or other responsible party when appropriate.
Additional photographs or information may be requested if needed to investigate the claim. Please do not discard, repair, or dispose of the affected item before receiving instructions from our team, where reasonably possible.
How to Request a Return
Follow these steps to report an eligible issue:
- Contact Avonley within 10 calendar days of delivery.
- Provide your order number and explain whether the item is incorrect, damaged or defective.
- Submit the required packaging, shipping label and product photographs.
- Wait for our team to review the information and provide further instructions.
- If approved, follow the return, replacement or refund instructions provided by our team.
Please do not send an item back without first contacting us and receiving return instructions. Unauthorized returns may be delayed or may not be processed promptly.
Wrong, Damaged or Defective Items
If we determine that the wrong item was delivered, the item was damaged during transit, or a manufacturing defect is present, Avonley may offer an appropriate resolution.
Depending on the circumstances, available resolutions may include:
- A replacement item, subject to availability.
- A refund to the original payment method.
- An Avonley store credit or credit note, subject to the terms below.
- Another appropriate remedy where agreed or required by law.
The resolution will depend on the nature of the issue, the evidence provided, product availability, carrier investigation and applicable legal requirements.
If a replacement is unavailable, we will discuss an appropriate alternative with you.
LTL Freight and Pallet Shipments
LTL items are not eligible for standard or discretionary returns. Returns for palletized freight items will be considered only when the item delivered is incorrect, has been damaged during shipping, or has a qualifying manufacturing defect, subject to applicable law.
Due to the size, weight, freight handling and transportation costs associated with LTL shipments, we do not accept returns of these items for change of mind, personal preference, ordering errors or other non-qualifying reasons, unless otherwise required by law.
If an LTL item arrives damaged or incorrect, please retain the pallet, packaging, shipping label and all relevant documentation. Photograph the item and packaging before moving or unpacking the shipment further, where safe and practical.
Contact Avonley within 10 calendar days of delivery and provide the required evidence. We may need to coordinate with the freight carrier and review the claim before authorizing a replacement, refund or return.
Do not arrange or pay for return freight independently unless Avonley has provided written instructions.
Refund Methods and Store Credit
Once a return or claim has been approved and the applicable refund amount has been determined, Avonley may provide one of the following options, as applicable:
Option A: Avonley Store Credit
We may issue a credit note or store credit that can be used toward a future purchase on the Avonley website.
- Store credit is intended for purchases made on Avonley.com.
- Store credit is valid for 6 months from the date it is issued.
- Any applicable balance and redemption instructions will be provided when the credit is issued.
- Store credit cannot be exchanged for cash except where required by applicable law.
Option B: Refund to the Original Payment Method
Where a refund is approved, we may refund the eligible amount to the original payment method used for the order. Processing times depend on the payment provider, financial institution and applicable transaction procedures.
Refund choice: We will communicate the available refund options during claim resolution. Where applicable law gives you the right to a refund to the original payment method or another specific remedy, that right takes precedence over this policy.
Refund Processing
Refunds are processed after the claim or return has been reviewed and the applicable remedy has been approved. Where an item must be returned or inspected, additional time may be needed before the refund is finalized.
After a refund is submitted, the time required for funds to appear in your account depends on your payment provider or financial institution. Avonley cannot guarantee the posting date once the payment provider has received the refund instruction.
If you have not received an expected refund, please contact us with your order number so we can review its status.
Return Shipping and Related Costs
If an incorrect item, shipping damage or manufacturing defect is confirmed, Avonley will review the appropriate return or replacement arrangements and communicate applicable shipping instructions.
Please do not ship an item back at your own expense without authorization. The handling of return shipping costs will depend on the nature of the claim, the approved resolution, the applicable carrier arrangements and applicable law.
If a return or refund is permitted in circumstances outside the eligible reasons listed in this policy, any applicable costs and conditions must be agreed in advance and must comply with applicable consumer protection requirements.
Items Not Eligible for Return
Except where required by applicable law or otherwise expressly agreed by Avonley, returns are not accepted for:
- Change of mind or personal preference.
- Items ordered incorrectly by the customer.
- Items that are no longer wanted or needed.
- LTL freight or pallet items that are not incorrect, damaged in transit or affected by a qualifying manufacturing defect.
- Claims submitted outside the stated 10-day window, where exclusion is legally permitted.
Nothing in this policy is intended to exclude or restrict a remedy that is mandatory under applicable law, including rights relating to defective, misdescribed or non-conforming goods.
Need Help With a Return or Refund?
Contact our team within 10 calendar days of delivery if your order arrived damaged, contains the wrong item or has a manufacturing defect. Include your order number and clear photographs so we can review the issue.
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