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Return Policy

Ava Exchange wants you to feel confident in using our services. That is why we offer a 5-day returns policy. 

Returns Procedure:

  • You have 5 days from the date of delivery to return your items via a tracked signed for service.
  • Email us with photos of the unopened SHIPPING box(es).
  • We will then send you instructions on how to return.
  • Please follow the return instructions carefully.
  • You must email your new tracking number to us so we can monitor the return.
  • All returns are paid for by the customer.

 

We cannot process a return after 5 days from the delivery date. We must receive the returns tracking number before the 5th day.

You must wait for your return to reach us before we process a refund. Shipping costs are not refunded. Returns are at your own risk and we do not accept any responsibility for loss during the returns transit. 

If a parcel is returned to us because it could not be delivered to you (either because you were not available, refused delivery, border control or customs or could not collect it from the local post office) and we do not receive it back for any reason, we are unable to refund you until it returns.

No refund will be honored if the product(s) has been opened, used or damaged (including damage incurred during transit) back to us unless product(s) is faulty. Returns can only be honored if the product(s) in returned intact. Boxes are fully inspected once we receive them back at our facility.

IMPORTANT: YOU MUST CONTACT US PRIOR TO RETURNING A PRODUCT AND ASK FOR A “CUSTOMER RETURNS FORM”. A REFUND WILL NOT BE ISSUED WITHOUT PROPER AUTHORISATION FROM ONE OF OUR CUSTOMER SERVICE REPRESENTATIVES. NO RETURNS WILL BE ACCEPTED AFTER 5 DAYS.

*YOU (the customer) are liable for all return costs at your own expense. We are not responsible for courier fee / return cost if you wish to return the product if you no longer wish to have this item.

Returned parcels (EU & International) - Any parcels that are denied entry by customs or returned to us, YOU (the customer) will be charged the delivery fee and a return fee which will be taken from your refund when the goods arrive back to our warehouse (amount may vary).

OVERSTOCK: Any Overstock that has been purchased from our "special offers" section of the website is nonrefundable / exchangeable to another item unless FAULTY. (This means no refund or voucher code will be honored even if returned within our above 5 day policy)

Cancellations

Cancellations are only possible before the shipping confirmation email has been sent.

Once your shipping confirmation email has been sent, we do not accept cancellations. As soon as your order has been dispatched or collected via “our courier”, you are not able to cancel or get a refund.