Refund & Exchange Policy
Thank you for shopping with Avrae. We want you to be completely satisfied with your purchase. This Refund and Returns Policy outlines the terms and conditions for returns, refunds, and exchanges.
By making a purchase on Avrae, you agree to the terms of this policy.
1. RETURN ELIGIBILITY
1.1 Timeframe
You may return most items within 30 days of the delivery date for a full refund or exchange. Items must be returned in their original condition.
1.2 Condition Requirements
To be eligible for a return, items must:
• Be unused and in the same condition that you received them
• Be in the original packaging with all tags, labels, and accessories intact
• Include proof of purchase (order confirmation, receipt, or invoice)
• Not be damaged due to misuse or normal wear and tear
1.3 Non-Returnable Items
The following items cannot be returned:
• Digital products or downloadable software (once accessed or downloaded)
• Personalized or custom-made items
• Perishable goods (food, flowers, etc.)
• Intimate or sanitary products (underwear, cosmetics, personal care items)
• Gift cards or vouchers
• Items marked as "Final Sale" or "Non-Returnable"
• Products that have been used, washed, or altered
2. HOW TO INITIATE A RETURN
2.1 Contact Us
To start a return, please contact our customer service team at info@tryavrae.com with:
• Your order number
• The item(s) you wish to return
• Reason for return
• Photos of the item (if damaged or defective)
2.2 Return Authorization
Once your return request is approved, we will provide you with:
• A Return Merchandise Authorization (RMA) number
• Return shipping instructions
• A prepaid return label (if applicable)
2.3 Packaging and Shipping
• Securely pack the item(s) in the original packaging
• Include the RMA number on the outside of the package
• Ship the package using the method we provide
• Keep your tracking number for reference
Do not send returns without prior authorization, as unauthorized returns may not be accepted.
3. RETURN SHIPPING COSTS
3.1 Standard Returns
For standard returns (change of mind, wrong size, etc.), customers are responsible for return shipping costs unless:
• The item is defective or damaged
• We sent you the wrong item
• The return is due to our error
3.2 Free Return Shipping
We provide free return shipping for:
• Defective or damaged items
• Incorrect items sent by us
• Items that do not match the product description
In these cases, we will send you a prepaid return label.
4. REFUND PROCESS
4.1 Inspection Period
Once we receive your returned item, we will inspect it within 3-5 business days. We will notify you by email once the inspection is complete.
4.2 Refund Approval
If your return is approved, we will process your refund to the original payment method. Refunds include:
• The full purchase price of the item(s)
• Original shipping costs (if the return is due to our error)
• Any applicable taxes
4.3 Refund Timeline
Refunds are typically processed within 5-10 business days after approval. Please note:
• Credit card refunds may take 5-10 business days to appear on your statement
• PayPal refunds are usually instant
• Bank transfers may take 3-7 business days
• The exact timing depends on your payment provider
4.4 Partial Refunds
In some cases, we may issue a partial refund if:
• The item shows signs of use or wear
• The item is returned without original packaging or accessories
• The item is damaged due to customer handling (not a manufacturing defect)
We will notify you before processing a partial refund and give you the option to have the item returned to you instead.
5. EXCHANGES
5.1 Exchange Process
If you would like to exchange an item for a different size, color, or variant:
• Contact us at info@tryavrae.com to request an exchange
• Return the original item following our return process
• We will send you the replacement item once we receive and inspect the return
5.2 Price Differences
If the replacement item costs more than the original item, you will be charged the difference. If it costs less, we will refund the difference to your original payment method.
5.3 Availability
Exchanges are subject to stock availability. If the item you want is out of stock, we will offer you:
• A full refund
• Store credit
• A similar alternative product
6. DAMAGED OR DEFECTIVE ITEMS
6.1 Reporting Issues
If you receive a damaged or defective item, please contact us within 7 days of delivery at info@tryavrae.com with:
• Your order number
• Photos of the damage or defect
• A description of the issue
6.2 Resolution Options
For damaged or defective items, we will offer:
• A full refund (including return shipping)
• A replacement item at no additional cost
• Store credit for the full amount
You will not be charged for return shipping on damaged or defective items.
6.3 Manufacturing Defects
Items with manufacturing defects discovered within 90 days of purchase are eligible for free replacement or full refund, regardless of the standard return window.
7. WRONG ITEM RECEIVED
If we sent you the wrong item by mistake:
• Contact us immediately at info@tryavrae.com
• We will arrange for a prepaid return label
• We will send you the correct item at no additional cost
• You will receive a full refund if the correct item is unavailable
8. LATE OR MISSING REFUNDS
If you haven't received your refund within the expected timeframe:
• Check your bank account or credit card statement again
• Contact your credit card company (processing may take time)
• Contact your bank (there may be processing delays)
• If you've done all of this and still have not received your refund, contact us at info@tryavrae.com
9. CANCELLATIONS
9.1 Order Cancellations
You may cancel your order before it ships by contacting us at info@tryavrae.com. Once an order has shipped, it cannot be cancelled but can be returned following our standard return process.
9.2 Cancellation Refunds
Cancelled orders will be fully refunded to the original payment method within 3-5 business days.
10. RESTOCKING FEES
We do not charge restocking fees for most returns. However, a restocking fee of up to 20% may apply to:
• Large or bulky items
• Special order items
• Items returned outside the 30-day window (at our discretion)
We will inform you of any restocking fees before processing your return.
11. INTERNATIONAL RETURNS
11.1 Return Eligibility
International orders are eligible for returns under the same conditions as domestic orders.
11.2 Return Shipping
International customers are responsible for return shipping costs unless the item is defective, damaged, or incorrect. We recommend using a trackable shipping method.
11.3 Customs and Duties
Customers are responsible for any customs duties, taxes, or fees incurred when returning international orders. These fees are non-refundable.
12. STORE CREDIT
Instead of a refund, you may choose to receive store credit, which offers:
• Immediate availability (no waiting for refund processing)
• No expiration date
• Use on any future purchase
To request store credit instead of a refund, let us know when initiating your return.
13. REFUSAL OF RETURNS
We reserve the right to refuse returns that:
• Are received more than 30 days after delivery (except for defects)
• Do not have an RMA number
• Are not in their original condition or packaging
• Show signs of use, wear, or damage beyond inspection
• Fall into the non-returnable category
14. MODIFICATIONS TO THIS POLICY
We may update this Refund and Returns Policy from time to time. Any changes will be posted on this page with an updated "Last Updated" date. Your continued use of our services after changes are posted constitutes acceptance of the updated policy.
15. CONTACT US
If you have questions about returns, refunds, or exchanges, please contact us:
Avrae
Email: info@tryavrae.com
Our customer service team is here to help and will respond to your inquiry as quickly as possible.
---
We appreciate your business and want to ensure you have a positive experience with Avrae. Thank you for choosing us!