Last updated: September 1, 2026
We want you to be satisfied with your AVENNORE purchase. This Policy explains how to request a cancellation, return, replacement, or refund.
Nothing in this Policy limits mandatory consumer rights that apply in your country.
1. 30-Day Return Period
You may request a return within 30 calendar days after delivery.
For orders delivered in separate packages, the return period for an item begins when that item is delivered.
EU and UK consumers also retain applicable statutory withdrawal rights, including the right to notify us of withdrawal within 14 days after receiving the goods. Our 30-day commercial return period does not reduce those rights.
2. Return Eligibility
Unless the item is faulty, damaged, incorrect, or otherwise protected by mandatory law, a return must be:
- Unworn except for reasonable indoor try-on.
- Unwashed and unaltered.
- Free from stains, makeup, perfume, deodorant, odors, pet hair, and other signs of use.
- Returned with original tags, hygiene seals, accessories, and packaging where reasonably possible.
- Accompanied by proof of purchase or order details.
- Sent only after receiving return instructions from AVENNORE.
We may reduce a refund to reflect diminished value caused by handling beyond what is reasonably necessary to inspect the item, but only to the extent permitted by law.
3. Items That May Not Be Returned
Subject to mandatory law, the following are not eligible for change-of-mind returns:
- Personalized, made-to-order, or clearly customized products.
- Gift cards.
- Items clearly marked “Final Sale” before purchase, where such exclusion is lawful.
- Sealed goods unsuitable for return for health or hygiene reasons after the seal has been removed.
- Underwear bottoms, bodysuits, or swimwear with the hygiene seal removed.
- Items damaged through misuse, improper care, alteration, or normal wear and tear.
These exclusions do not remove rights relating to faulty, unsafe, damaged, incorrect, or misdescribed goods.
4. How to Request a Return
Do not send a package to an address found online or on the original parcel without approval.
To request a return:
- Visit the Return / Withdrawal Request page on our website or email support@avennore.com.
- Provide your order number, the item, the reason for return, and photos where the item is damaged, faulty, or incorrect.
- Wait for return authorization and the correct return address.
- Package the item securely.
- Use a trackable service and keep proof of shipment.
Sending an item without authorization may delay processing or result in delivery to the wrong facility.
5. Return Shipping Costs
Change of mind, size, fit, or preference
You are responsible for return-shipping costs unless applicable law requires otherwise or AVENNORE expressly agrees to pay.
Faulty, damaged, incorrect, or misdescribed item
AVENNORE will provide a reasonable return method, reimbursement, replacement, or another remedy required by law.
AVENNORE does not charge outbound standard shipping, so there is no outbound standard shipping fee to refund.
6. EU and UK Withdrawal
Where EU or UK statutory withdrawal rules apply:
- You may notify us of your decision to withdraw within 14 days after receiving the goods.
- You may use our online Return / Withdrawal Request form, email us, or make any other clear statement.
- After notifying us, return the goods without undue delay and within 14 days.
- You are responsible for direct return costs because this Policy informs you of that responsibility, unless the goods are faulty, incorrect, or we agree otherwise.
- We may withhold reimbursement until we receive the goods or you provide evidence of return, where permitted.
- We will reimburse eligible amounts using the original payment method, unless you expressly agree otherwise.
- We may deduct diminished value caused by handling beyond what is necessary to inspect the nature, characteristics, and functioning of the goods.
Model Withdrawal Statement
You may copy and send the following:
To AVENNORE: I hereby give notice that I withdraw from my contract for the sale of the following goods: [item(s)]. Order number: [order number]. Ordered on / received on: [date]. Customer name: [name]. Customer address: [address]. Date: [date].
You do not have to use this exact wording.
7. Exchanges
We do not currently offer direct exchanges. To obtain a different size, color, or product:
- Request a return for the original item.
- Place a new order for the replacement item.
This avoids inventory being reserved while an international return is in transit.
8. Damaged, Faulty, Incorrect, or Missing Items
Contact support@avennore.com as soon as reasonably possible, preferably within seven days of delivery, and provide:
- Order number.
- Photos of the item, packaging, label, and damage or error.
- A description of the issue.
The seven-day request is intended to help us investigate quickly and does not shorten any mandatory legal right.
Depending on the circumstances and applicable law, we may offer repair, replacement, price reduction, or refund. We will not require you to pay covered return costs for a confirmed seller or carrier error.
9. Order Cancellation Before Dispatch
Contact us immediately if you want to cancel an order. We will try to cancel it before dispatch but cannot guarantee cancellation once processing has begun.
If cancellation is successful, the refund will be issued to the original payment method. After dispatch, follow the return process.
10. Refused, Unclaimed, Incorrect-Address, or Customs-Failure Returns
If a parcel is returned because it was refused, unclaimed, addressed incorrectly, or the recipient did not provide reasonably required delivery or customs information:
- We will process the case after the parcel is returned and inspected.
- We do not automatically reship it.
- Any refund will be issued to the original payment method.
- Actual non-refundable return-to-sender, storage, or carrier handling costs may be deducted only where permitted by law and supported by the carrier record.
- If the parcel is destroyed, abandoned, or cannot be returned, the case will be reviewed individually.
If the failure results from AVENNORE’s or the carrier’s error, the customer will not bear those costs.
11. Return Transit Responsibility
Until the return is delivered to the authorized return facility, you are responsible for using secure packaging and a trackable return method, except where AVENNORE provides and controls the return service.
We are not responsible for a customer-arranged return that is lost, misdirected, or sent to an unauthorized address, except where mandatory law provides otherwise.
12. Inspection and Refund Timing
After the return is received, we will inspect it and notify you of approval or any issue.
Approved refunds are normally submitted to the original payment method within 5 business days after inspection. Your bank or payment provider may require an additional 5–10 business days to display the funds.
In all cases, we will meet any shorter or specific refund deadline required by applicable law. For EU or UK statutory withdrawals, reimbursement will be made without undue delay and within the applicable legal deadline, subject to any lawful right to wait for the goods or evidence of return.
13. Refund Method
Refunds are made to the original payment method. We do not normally issue cash, bank transfer, or store credit instead unless:
- The original method is unavailable.
- You expressly agree.
- Applicable law requires a different method.
Currency-conversion differences and third-party bank fees are outside our control.
14. Promotional or Bundled Purchases
If a return causes the remaining order to no longer qualify for a promotion, bundle price, or conditional discount, the refund may be recalculated to reflect the terms disclosed when you purchased, where permitted by law.
Free gifts must be returned with the qualifying products if the return removes eligibility for the gift, unless we tell you otherwise.
15. Contact
AVENNORE Returns Team Email: support@avennore.com
Telephone: +86 182 6175 9400