Refund policy
RETURN & REFUND POLICY
Last updated: September 23, 2026
At Avelune, we want you to feel confident with every purchase. If something isn't right, we're here to help.
This Return & Refund Policy explains how returns, exchanges, refunds, damaged items, and cancellations are handled. Nothing in this policy limits any mandatory consumer rights that may apply under the laws of your country.
1. 30-Day Return Policy
Avelune accepts eligible returns within 30 days from the date you receive your order.
To be eligible for a return, the item should be returned in substantially the same condition in which you received it, without damage beyond what is necessary to inspect the product, and with the accessories and components originally supplied with it where applicable.
Please also provide your order number or other proof of purchase.
To request a return, contact us at:
Please include your order number and the item(s) you wish to return.
Our team will provide you with the applicable return instructions.
Please do not send a return to an address without first contacting us.
2. European Union — Right of Withdrawal
If you are a consumer located in the European Union or another jurisdiction that provides a statutory right of withdrawal, your mandatory legal rights remain fully applicable.
For eligible distance purchases in the European Union, you generally have the right to withdraw from the purchase within 14 days from the day you receive the goods, without providing a reason.
Avelune's 30-day return period is intended to provide additional time and does not restrict the statutory 14-day right of withdrawal.
To exercise your right of withdrawal, contact us at:
Your communication should clearly state your decision to withdraw from the purchase.
You may inspect the product as you reasonably would in a physical store. However, you may be responsible for any diminished value resulting from handling beyond what is necessary to establish the nature, characteristics, and functioning of the goods, where permitted by applicable law.
3. Return Shipping Costs
For returns made simply because you changed your mind, return shipping costs are generally the customer's responsibility, unless:
- Avelune agrees to cover the return shipping;
- the product is defective, damaged, incorrect, or otherwise non-conforming; or
- applicable consumer law requires Avelune to bear the cost.
For EU consumers exercising the statutory right of withdrawal, the consumer may be required to bear the direct cost of returning the goods where they were properly informed of this obligation before purchase.
If your product arrived defective, damaged, incorrect, or not as described, please contact us before returning it so that we can provide the appropriate solution.
4. Damaged, Defective or Incorrect Items
Please inspect your order after delivery.
If you receive an item that is:
- damaged;
- defective;
- different from the item you ordered;
- missing essential components; or
- otherwise not as described,
please contact us at avelune@gmail.com as soon as reasonably possible.
Include:
Your order number
A description of the issue
Photos or videos showing the problem, where reasonably necessary
We will review your request and provide an appropriate remedy in accordance with applicable consumer law.
Depending on the circumstances and applicable law, this may include repair, replacement, price reduction, or refund.
For EU consumers, defective or non-conforming goods are covered by a minimum two-year legal guarantee. Repair or replacement must generally be provided without cost to the consumer; where those remedies are unavailable or cannot be provided within a reasonable time and without significant inconvenience, a price reduction or refund may be available.
This legal guarantee is separate from Avelune's voluntary 30-day return policy.
5. European Union Legal Guarantee
Customers in the European Union benefit from a minimum two-year legal guarantee of conformity for goods.
This means that if a product is defective, does not match its description, or does not perform as reasonably expected, you may have statutory rights to a remedy.
These rights may include, depending on the circumstances:
Repair or replacement at no additional cost;
and, where legally applicable,
A price reduction or refund.
National laws in some countries may provide consumers with additional protection or longer guarantee periods. Nothing in this policy is intended to exclude or limit those rights.
6. Exchanges
If you would like a different item, model, or color, please contact us at avelune@gmail.com.
Where an exchange is available, our team will provide instructions.
Availability of replacement products cannot be guaranteed.
If a direct exchange is unavailable, you may be asked to return the eligible item and place a new order.
This does not affect any statutory right to replacement for defective or non-conforming goods.
7. Refunds
Once we receive and inspect an eligible return, we will process the applicable refund.
Approved refunds will be issued to the original payment method, unless otherwise agreed or required by applicable law.
After Avelune processes the refund, your bank, card issuer, or payment provider may require additional time to make the funds available in your account.
8. EU Withdrawal Refunds
Where an EU consumer validly exercises the statutory right of withdrawal, Avelune will reimburse payments as required by applicable law, including the applicable standard delivery costs.
If you selected a delivery method that was more expensive than the least expensive standard delivery option offered by us, additional delivery costs may not be refundable to the extent permitted by law.
We may withhold reimbursement until we receive the goods back or until you provide evidence that you have sent them back, whichever occurs first, where permitted by applicable law.
Refunds will be made using the same means of payment used for the original transaction unless otherwise expressly agreed and legally permitted.
9. Original Shipping Charges
For voluntary returns outside a statutory withdrawal right, original shipping charges are generally non-refundable unless:
- the item was defective;
- the item was damaged;
- we sent the wrong item;
- applicable law requires reimbursement; or
- Avelune expressly agrees otherwise.
Mandatory consumer rights always take precedence over this provision.
10. Non-Returnable Items
Certain items may be excluded from voluntary returns where permitted by applicable law, including:
- gift cards;
- items specifically personalized or made to the customer's specifications;
- items that cannot reasonably be returned for health or hygiene reasons after being unsealed, where applicable;
- other products legally exempt from a statutory right of withdrawal.
An exclusion will not apply where doing so would conflict with mandatory consumer law.
A defective or non-conforming product is not excluded from applicable statutory remedies merely because it falls into one of the categories above.
11. Sale and Promotional Items
Products purchased during sales or promotional campaigns are eligible for returns where required by applicable law.
Any voluntary return restrictions applicable to promotional products will be communicated clearly before purchase.
A discounted price does not remove statutory consumer rights relating to defective or non-conforming goods.
12. Order Cancellations
If you need to cancel or modify an order, please contact us as soon as possible at:
We will try to accommodate your request if the order has not yet entered processing or shipping.
Once an order has been processed or shipped, cancellation may no longer be possible. However, any applicable statutory right of withdrawal or return remains unaffected.
13. Lost Packages
If your order does not arrive within the applicable delivery timeframe, please contact:
We will review the shipment and work with the applicable carrier or logistics provider to determine the appropriate resolution.
Where Avelune arranged the delivery, applicable consumer laws may make Avelune responsible for the goods until they are delivered to the customer. For EU consumers, the seller remains responsible when a carrier chosen by the seller loses the order and must arrange an appropriate remedy.
14. Return Address
Do not return products to the address shown on the original parcel unless instructed to do so by Avelune.
Because we operate internationally and return destinations may depend on your location and order, please contact:
We will provide the appropriate return instructions and destination for your order.
15. Processing Returns
Please retain your shipping receipt or tracking information until your return has been completed.
Avelune is not responsible for return packages sent to an unauthorized address or without following the return instructions provided by our support team, except where mandatory consumer law provides otherwise.
16. Mandatory Consumer Rights
This policy is intended to complement, not replace, mandatory consumer rights.
If the laws applicable in your country provide you with rights that are more favorable than the terms stated in this policy, those mandatory rights will apply.
In particular, nothing in this policy is intended to waive or restrict rights provided to consumers under applicable European Union consumer protection legislation.
17. Contact Us
For returns, refunds, exchanges, damaged products, or questions regarding this policy, please contact:
Avelune
Email: avelune@gmail.com