Returns & Refunds
Return eligibility, shipping responsibilities, exchanges, refunds and statutory withdrawal rights.
Normal Return
Eligible change-of-mind, size-preference or other non-defective return requested within 14 calendar days after receipt.
Problem Goods
Damaged, defective, incorrect or incomplete goods are handled separately, with applicable return shipping paid by the merchant.
EU Statutory Withdrawal
Where applicable, EU consumers generally have a 14-day statutory right of withdrawal from receipt.
At a glance
Return eligibility
For a normal change-of-mind return, the item may be required to be unused, unworn, unwashed, in original condition and with original tags where applicable. These conditions do not limit mandatory statutory consumer rights. For an EU statutory withdrawal, a consumer may inspect goods to the extent reasonably necessary to establish their nature, characteristics and functioning; any reduction in value caused by handling beyond that may be addressed in accordance with applicable law.
Return process
Contact support
Email support@avurqi.com to register the return request.
Receive return instructions
The specific return address and return steps are provided by customer service. The registered address is not automatically the return address.
Send the goods
Follow the return instructions and use a suitable shipping method. Responsibility for return shipping depends on the reason for return.
Return shipping costs
Normal / non-defective return
The customer pays the return shipping cost for change-of-mind, no-longer-wanted, size-preference, personal-preference or other eligible non-defective returns.
Damaged / defective / incorrect / incomplete
The merchant covers the applicable return shipping cost where the return is caused by damaged, defective, incorrect or incomplete goods.
Exchanges
Direct exchanges are supported. For a normal non-defective exchange, the customer pays the return shipping cost and the replacement item shipping cost. For damaged, defective, incorrect or incomplete goods, the merchant covers the applicable return shipping and replacement shipping costs. No restocking fee is charged.
EU withdrawal rights
Where EU distance-selling consumer rules apply, a consumer generally has 14 days from receipt to exercise the statutory right of withdrawal without giving a reason. For a normal statutory withdrawal, the customer bears the return shipping cost where that responsibility was clearly disclosed before purchase.
Where required by applicable law, the standard original delivery cost is refunded as part of the statutory withdrawal refund. If the customer selected a delivery method that cost more than the least expensive standard delivery option, the supplementary difference may be excluded from the refund to the extent permitted by law.
Refund timeline and method
Approved refunds have an internal processing target of within 7 business days after returned goods are received and the necessary review is completed. This internal target does not extend, reduce or replace any mandatory statutory refund deadline. Banks, card issuers and payment providers may take additional time to display the refund.
For an EU statutory withdrawal, refund timing follows the applicable mandatory deadline. Where permitted by law, the refund may be withheld until the goods are received or until evidence of return is provided, whichever condition is satisfied in accordance with applicable law.
Approved refunds are generally returned to the original payment method.
Exceptions where applicable
If made-to-order, custom-made or clearly personalised goods are offered, such products may be excluded from a normal change-of-mind or statutory withdrawal right where applicable law allows that exception. This does not remove rights relating to defective, damaged, incorrect goods, merchant production errors or other mandatory statutory rights.
Statutory rights
Nothing in this policy limits mandatory statutory consumer rights.