Refund policy

Thank you for shopping with Avenora Goods. We want you to feel confident when purchasing from our store. This Return & Refund Policy explains when returns, refunds, exchanges, cancellations, and order issues may be accepted. By placing an order with us, you agree to the terms below.

Return Window We accept eligible return requests within 30 days from the delivery date from the date your order is delivered. To be eligible for a return, your item must be: - In the same condition that you received it - Unused, unworn, unwashed, and undamaged - In its original packaging, where applicable - Complete with all accessories, manuals, tags, labels, inserts, or other included items - Accompanied by proof of purchase, such as your order confirmation or receipt Items sent back without first contacting us and receiving return instructions may not be accepted. To start a return, contact us at: returns@avenoragoods.com Please include: - Your full name - Order number - Email address used at checkout - Reason for return - Photos or videos, if the item is damaged, defective, incorrect, or incomplete

2. Return Shipping Unless required by law or unless the return is due to our error, the customer is responsible for return shipping costs. Return shipping responsibility: the customer, except where the item arrived damaged, defective, or incorrect — in those cases we cover return shipping If your item is damaged, defective, incorrect, or missing parts due to an error on our side or by the fulfillment provider, we may provide a prepaid return label, replacement, refund, or other appropriate resolution at our discretion. Original shipping charges, shipping protection fees, route protection fees, priority processing fees, and any non-standard delivery charges are generally non-refundable unless required by law or unless the issue was caused by our error.

3. Non-Returnable Items Some items may not be eligible for return or refund. Non-returnable items may include: - Items marked final sale or clearance - Gift cards - Downloadable or digital products - Personalized, customized, engraved, made-to-order, or special-order products - Personal care, hygiene, intimate, beauty, cosmetic, or health-related items once opened or used - Items damaged due to misuse, neglect, improper handling, improper installation, or normal wear and tear - Items returned without original packaging or missing parts - Items returned after the return window has expired - Products restricted by law from being returned Additional refund exclusions, if any: final-sale items, gift cards, and items marked as non-returnable on the product page If you are unsure whether your item is eligible for return, please contact us before sending it back.

4. Damaged, Defective, or Incorrect Items Please inspect your order as soon as it arrives. If you receive an item that is damaged, defective, incorrect, incomplete, or otherwise not as described, contact us at returns@avenoragoods.com as soon as possible. Please include: - Your order number - A clear description of the issue - Photos or videos of the product, packaging, shipping label, and any visible damage - Whether you prefer a replacement, refund, or other resolution, if available We may request additional information to verify the issue. Depending on the circumstances, we may offer:

- A replacement 

- A refund 

- A partial refund

- Store credit

- A missing part shipment 

- Troubleshooting or installation support

- Another reasonable resolution

We reserve the right to deny a claim if the issue cannot be verified, if the claim appears fraudulent, or if the damage appears to have resulted from misuse, improper handling, unauthorized repair, or normal wear and tear. 

5. Exchanges We may offer exchanges for eligible items when available. The fastest way to receive a different item, size, color, or variation is to return the original item if eligible and place a new order once your return is approved. Exchange availability depends on inventory, supplier availability, product type, and fulfillment timing.

6. Refunds Once we receive and inspect your eligible return, we will notify you whether your refund has been approved. If approved, your refund will be issued to your original payment method unless otherwise agreed. Please allow time for your bank, credit card provider, or payment processor to post the refund to your account. Refund processing time after approval is typically: 5–10 business days If more than the expected processing time has passed since your refund was approved, please contact your bank or payment provider first. If you still need help, contact us at returns@avenoragoods.com.

7. Partial Refunds Partial refunds may be issued in certain situations, including but not limited to: - Items returned with missing parts or accessories - Items returned in used, damaged, or incomplete condition - Items returned outside the approved return process - Orders where only part of the shipment has an eligible issue - Minor cosmetic damage that does not affect product functionality - Situations where a full refund is not appropriate based on the condition or circumstances Partial refunds are issued at our discretion unless otherwise required by law.

8. Order Cancellations We process orders as quickly as possible. If you need to cancel an order, contact us immediately at returns@avenoragoods.com. Cancellation requests are not guaranteed. If your order has already been processed, packed, shipped, or submitted to a fulfillment partner, we may not be able to cancel it. In that case, you may need to wait until the order is delivered and then request a return if the item is eligible.

9. Address Errors and Undeliverable Packages Customers are responsible for providing accurate and complete shipping information at checkout. We are not responsible for orders shipped to an incorrect, incomplete, or outdated address provided by the customer. If a package is returned to sender, refused, unclaimed, or undeliverable, we may offer one of the following options depending on the circumstances: - Reshipment after the customer pays additional shipping costs - Store credit minus shipping and handling costs - Refund minus original shipping, return shipping, handling, restocking, and non-recoverable costs, where permitted If the package is not returned to us or our fulfillment provider, we may be unable to issue a refund or replacement.

10. Lost or Stolen Packages If tracking shows that an order was delivered but you did not receive it, please: 1. Check around your delivery location 2. Ask household members, neighbors, building staff, or mailroom staff 3. Contact the carrier directly 4. Contact us at returns@avenoragoods.com with your order number and tracking information We will do our best to assist, but we are not responsible for packages marked delivered by the carrier that are lost, stolen, misplaced, or taken after delivery. Where available, we may assist with carrier claims, but claim approval is not guaranteed.

11. International Orders For international orders, customers are responsible for any customs duties, import taxes, VAT, brokerage fees, tariffs, or other charges imposed by their country or region unless otherwise stated at checkout. Customs delays, rejected packages, unpaid duties, or import restrictions are not generally eligible for refund unless required by law.

If an international order is refused or returned due to unpaid customs fees, import restrictions, or failure to collect the package, any refund may be reduced by shipping charges, return fees, customs costs, handling costs, or other non-recoverable expenses.

12. Dropshipping / Third-Party Fulfillment Notice Some products may be fulfilled directly by third-party suppliers, manufacturers, logistics providers, or warehouse partners. Dropshipping / third-party supplier status: Yes. Our products are shipped directly by third-party suppliers and fulfilment partners, primarily from warehouses located outside the United States Because some items may ship from different fulfillment locations, return addresses may vary by product. Do not return an item to the sender address on the package unless we specifically instruct you to do so. Contact us first at returns@avenoragoods.com so we can provide the correct return instructions.

13. Fraud Prevention and Abuse We reserve the right to refuse returns, refunds, exchanges, or claims if we suspect fraud, abuse, policy misuse, chargeback abuse, repeated excessive returns, tampering, false claims, or violation of this policy. We may require photos, videos, carrier documentation, product inspection, identity verification, or other information before approving a refund, replacement, or return.

14. Your Legal Rights This policy does not limit any rights you may have under applicable consumer protection laws. If local laws provide greater rights than this policy, those laws will apply.

15. Contact Us For return or refund questions, contact us at: Avenora Goods Email: returns@avenoragoods.com Mailing Address: 1853 Hubbell Drive, Mount Pleasant, SC 29466, United States