Refund policy
If, for any reason, you are not completely satisfied with your product, you have 60 days from the day of receipt to return it for a full refund. To be eligible for a refund, please ensure that the item is in good condition and it must be in its original packaging.
To initiate a return, please contact us at support@my-avora.com. All refunds will be processed through the original payment method used during checkout.
*You are responsible for the cost of shipping the returned item back to us. We recommend adding tracking to the shipment. Please keep your tracking number until the refund process has been finished.
To return your items, please email support@my-avora.com with your order number and return instructions will be provided.
Refund Processing
Once we receive your returned item, we will inspect it to ensure it meets our return criteria. Refunds are typically processed within 1-2 business days of receiving the returned product. Please allow 3-7 business days for the refund to appear in your account, depending on your bank's processing time.
What We Cannot Accept for Returns
For hygiene and safety reasons, we cannot accept returns for:
- Products that have been used or opened (unless faulty)
- Items damaged by misuse or normal wear
- Products returned after the 60-day period
- Items without original packaging or in unsellable condition
Faulty/Damaged/Wrong Products
In the event of receiving a faulty, damaged, or incorrect item, please notify us within 48 hours from the date of delivery at support@my-avora.com, along with your order number. We will gladly replace the defective item free of charge and cover return shipping costs. Kindly include your order number and photos of the damaged item in the email to facilitate the return process.
Cancellation After Ordering
If you wish to cancel your order after payment has been processed, please contact us within 24h at support@my-avora.com. Shipments are sent every business day from Monday to Saturday. Once the order has been dispatched, cancellation will no longer be possible, and you will need to return the item to receive a refund.
Never Received Your Order
If your order tracking indicates that your shipment has been delivered, but you have not received it, please reach out to us within 7 days of the delivery date at support@my-avora.com. We will investigate the situation with our shipping partners and may issue a refund or replacement on a case-by-case basis.
Returns
Return shipping costs are the responsibility of the customer unless the item was faulty, damaged, or incorrect. We recommend using a tracked shipping service for returns to ensure your package reaches us safely.
Contact Us
For any questions about returns or refunds, please don't hesitate to contact our customer service team at support@my-avora.com. We're here to help make your AVORA experience as smooth as possible.