Refund policy
Refund & Return Policy of Avena
At Avena, we want you to feel confident when placing an order. If you experience any issue with your purchase, please contact us at:
1. Right of withdrawal
If you are a consumer located in the European Union, you have the legal right to withdraw from your purchase within 14 days from the day you receive your order, without giving any reason.
To exercise your right of withdrawal, you must contact us by email at:
Please include your order number and the item you wish to return.
2. Return conditions
To be eligible for a return, the item must be:
- unused;
- complete;
- in the same condition as received;
- in its original packaging;
- returned with proof of purchase.
Please do not send your item back without contacting us first. We will provide return instructions after reviewing your request.
3. Hygiene and health-related products
For hygiene and health protection reasons, certain products cannot be returned if they have been opened, used or unsealed after delivery.
This may apply to products such as masks, mouthpieces, personal care accessories, health-related products or sealed hygiene products.
This does not affect your legal rights if the product is defective, damaged or not as described.
4. Damaged, defective or incorrect items
If your order arrives damaged, defective or incorrect, please contact us as soon as possible at:
Please include:
- your order number;
- a description of the issue;
- photos or videos if possible.
After review, we may offer a replacement, refund or another appropriate solution.
5. Refunds
Once your return is received and inspected, we will notify you whether your refund has been approved.
If approved, the refund will be processed to your original payment method.
Please note that processing times may vary depending on your bank or payment provider.
6. Return shipping costs
Return shipping costs are the responsibility of the customer, unless the item arrived damaged, defective or incorrect.
If you exercise your legal right of withdrawal, standard delivery costs paid at the time of purchase may be refunded where required by applicable law. Additional costs for premium or express delivery methods may not be refunded.
7. Sale or promotional items
Sale or promotional items are still covered by your legal consumer rights.
However, returned items must still meet the return conditions above, unless they are defective, damaged or incorrect.
8. Exchanges
We only replace items if they are defective, damaged or incorrect.
For exchange requests, contact us at:
9. Late or missing refunds
If you have not received your refund yet:
- Check your bank account again.
- Contact your bank or payment provider.
- Allow some processing time.
If you have done this and still have not received your refund, contact us at:
10. Contact
For any question regarding returns or refunds, contact us at:
Avena / Yassin Abachrim
Email: hello.avena.shop@outlook.com
Rue Auguste Donnay 75
4000 Liège
Belgium