Return and Refund Policy
You can return your order within 30 days of receiving it.
Return Conditions
To qualify for a return, products must:
• be unused and in original condition
• include all original tags and packaging
• show no signs of use
• include all accessories and documents
Please remember: returns that do not meet these conditions cannot be accepted.
Return Shipping
We recommend sending returns with tracking. Returns without tracking are at your own risk. Lost returns without proof of shipment are not eligible for a refund.
Return Costs
The cost of returning the product is borne by the customer. Return shipping costs are non-refundable.
Return Address
Returns should be sent to our international warehouse. Please contact customer service before any return to get the correct return address. Our company address in the Netherlands is not a return address.
How to Make a Return?
Step 1: Contact us by email (info@shopavenja.com) or phone (+31 6 13 55 12 70) within 30 days of receiving the product, providing your order number and reason for return.
Step 2: You will receive instructions and the address to which the product should be sent.
Step 3: Pack the product securely in the original packaging and send it to the provided address with tracking.
Step 4: After receiving and inspecting the returned product, we will refund you in full within 30 days.
Order Cancellation
Orders can be canceled within 5 minutes of placement. After this time, the order is automatically processed and cannot be canceled. In such cases, please contact us immediately by email.
Wrong Product or Size
If you received the wrong product or size, contact our customer service. We will provide a free exchange.
Refunds
Refunds are processed within 30 days of receiving the returned product. Funds will be returned to the same account or card used for payment.
Non-Returnable Products
For hygiene or safety reasons, some products may not be returnable once opened (e.g., personal items, cosmetics). This information is always provided in the product description.
Complaints - Defective Products
If the product you received is damaged, defective, or does not match your order, you have the right to file a complaint. Contact us immediately after receiving the product, describe the problem, attach photos of the damaged product, and provide the order number. We will review the complaint within 30 days and offer a solution: product replacement, repair, or refund.
Warranty
All products are covered by the statutory warranty according to consumer law applicable in the country of purchase. The warranty covers manufacturing defects and product non-compliance with the description.
Country-Specific Information
Poland:
According to regulations, you have the right to withdraw from the contract within 30 days for online orders. This right is fully included in our return policy.
United Kingdom (UK):
Under the Consumer Rights Act 2015, you have statutory rights to returns. Our return policy meets these legal requirements.
Italy:
According to Italian consumer law (Codice del Consumo), you have the right to withdraw from the contract within 30 days for online purchases. Our return policy meets these legal requirements.
Contact for Returns and Complaints
If you have questions about returns or complaints, contact us:
Email: info@shopavenja.com
Phone: +31 6 13 55 12 70
Customer service hours: Monday - Friday: 9:00 AM - 5:00 PM | Saturday - Sunday: 1:00 PM - 5:00 PM
Company address: Zilversparstraat 25, 6101 LB Echt, Netherlands
This is not a visit or return address.
Your consumer rights are our priority. We are here to help!
