Refund policy
Policy summary
- Return Period: 30 days from delivery date
- Refund Processing Time: 10 business days from receipt
- Return Shipping Costs: covered by the customer
- Restocking fee: may apply to change-of-mind returns (see below)
Returns procedure
We have a 30-day return policy, which means you have 30 days after receiving your item to request a return.
To be eligible for a return, your item must be in the same condition that you received it, unworn or unused, with tags, and in its original packaging. You'll also need the receipt or proof of purchase.
To start a return, you can contact us at support@avelony.com or by phone at +61 7 2115 2555. If your return is accepted, we'll send you instructions on how and where to send your package to our designated warehouse. Please note that the cost of return shipping is the responsibility of the customer, except in the case of a faulty, damaged or incorrect item. In such cases, Avelony covers the return shipping costs in full.
Items sent back to us without first requesting a return will not be accepted. You can always contact us for any return questions at support@avelony.com or by phone at +61 7 2115 2555.
Return request form: After you contact us, we will send you a return request form. It must be completed in full and signed, and sent back to us before we approve your return. Returns without a fully completed and signed form will not be approved.
Damages and issues Please check your order as soon as it arrives and let us know right away if the item is defective, damaged, or if you received the wrong item. This way, we can quickly evaluate the issue and make it right for you. Nothing in this policy limits your rights under the Australian Consumer Law.
Exceptions / non-returnable items Certain types of items cannot be returned, like perishable goods, custom products, and personal care goods. Unfortunately, we cannot accept returns on sale items or gift cards.
Exchanges The fastest way to ensure you get what you want is to return the item you have, and once the return is accepted, make a separate purchase for the new item.
Cancelling an order You can cancel your order within 5 minutes of placing it. After this time your order goes into processing and can no longer be cancelled. To cancel, please contact us immediately at support@avelony.com or by phone at +61 7 2115 2555.
Return shipping costs If you're returning an item because it's damaged, incorrect or faulty, we'll cover the return shipping costs. For all other returns, including if you've changed your mind, the return shipping is at your own expense.
If you order the same item in more than one size and return the size you do not keep, this counts as a return because you changed your mind, so you pay the cost of returning it. We do not provide a free return for the extra size. If an item is faulty, damaged or incorrect, the return is always free of charge for you.
Restocking fee: For returns because you changed your mind or the item does not fit, a restocking fee may be deducted from your refund. We will confirm the exact amount in our reply to your return request, before you ship anything. No restocking fee applies if your item arrived defective, damaged or incorrect.
Refunds We will notify you once we've received and inspected your return, and let you know if the refund was approved or not. If approved, you'll be automatically refunded to your original payment method within 10 business days. Please remember it can take some time for your bank or credit card company to process and post the refund. If more than 15 business days have passed since we've approved your return, please contact us at support@avelony.com or by phone at +61 7 2115 2555.
Customer Support For any questions or assistance regarding returns, shipping, tracking or lost packages, contact our support team. Phone: +61 7 2115 2555. Email: support@avelony.com. Service hours are listed below.
Contact Information
Store name: Avelony
Company name: Arens & Spahija GbR
Company Address: Lärchenstraße 8, 97469 Gochsheim, Germany
Warehouse Address: 14 Coral Sea Cres, Wulguru QLD 4811, Australia
Company nr.: DE456808259
Phone: +61 7 2115 2555
Email: support@avelony.com
You can also reach us on our Contact page.
Monday to Friday | 09:00 - 17:00 (AEST)
Weekends | 11:00 - 16:00 (AEST)
We aim to respond to your inquiries within 24 hours.