Changed your mind, or something wrong with your order? Here is how returns and refunds work. This page sets out our returns policy and your legal rights; it does not reduce your rights.
Returning an unwanted item
You can return an unwanted item for a refund within 30 days of receiving it. To qualify, the item must be unopened and unused, with any hygiene seal intact, and in its original packaging together with any accessories or free gifts that came with it. For reasons of hygiene we cannot accept opened or used items unless they are faulty.
Your legal right to cancel
Separately, the law gives you the right to cancel most orders within 14 days of receiving them, without giving a reason. This right does not apply to goods that were delivered sealed for health or hygiene reasons and that you have unsealed. To cancel, email orders@avelunexa.com with your order number. You can also cancel before the goods arrive.
How to make a return
- Email orders@avelunexa.com with your order number and the item you want to return.
- We reply with where to send it and how.
- Pack it carefully with everything that came with it and send it back within 14 days of agreeing the return with us.
- Keep your proof of postage until we have confirmed your refund.
For an unwanted item you pay the cost of posting it back. If the item is faulty, damaged or not what you ordered, we pay.
Your refund
Once your return arrives and we have checked it, we refund the price you paid to the way you paid, which means through PayPal. The law requires us to do this within 14 days of receiving the goods back, or of receiving proof that you have sent them back. Delivery to the United Kingdom is free, so there is no delivery charge to refund. If an item comes back used, unsealed or damaged, we may refuse the return or reduce the refund to reflect the loss in value.
Faulty, damaged or not as described
If something arrives faulty, damaged or not as described, email orders@avelunexa.com with your order number and a photograph as soon as you can. Under the Consumer Rights Act 2015 you can reject faulty goods for a full refund within 30 days of delivery. After that, and for up to six months, you are entitled to a repair or replacement and, if that does not work or is not possible, to a refund or price reduction. Please clean a faulty item before you send it back and keep its original packaging if you can.
If your order does not arrive
If your order has not arrived within 30 days of our confirming it, tell us and we will either deliver it as soon as possible or refund you in full.
Questions
Email orders@avelunexa.com and include your order number. We will answer as soon as we can.
Last updated: 4 October 2026