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: support.avena.shop@gmail.com
1. Right of cancellation
You have the legal right to cancel or 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: support.avena.shop@gmail.com. Please include your order number and the item you wish to return.
2. Return process & Address
As we ship our products directly from our international partners to offer you the best prices, please do not send your item back to our administrative office in Belgium.
You must contact our support team first at support.avena.shop@gmail.com to receive the correct return instructions and the appropriate return address. Any item sent back without prior authorization will not be accepted.
3. Hygiene and health-related products (IMPORTANT)
For hygiene and health protection reasons, nebulizers and their accessories (masks, mouthpieces, tubes) cannot be returned if the original protective seal has been broken, or if the product has been opened or used.
Due to the nature of these medical devices, we cannot accept returns for products that have been in contact with the respiratory system once unsealed, unless the product is proven to be defective upon arrival.
4. Return conditions
To be eligible for a return, the item must be:
- Unused and unsealed (for hygiene products);
- Complete with all accessories;
- In the same condition as received;
- In its original packaging;
- Returned with proof of purchase.
5. Damaged, defective or incorrect items
If your order arrives damaged, defective or incorrect, please contact us immediately at support.avena.shop@gmail.com with your order number, a description of the issue, and photos/videos of the defect.
After review, we will provide a replacement or a full refund at no extra cost to you.
6. Refunds
Once your return is received and inspected, we will notify you of the approval or rejection of your refund. If approved, the refund will be processed to your original payment method within a few business days.
7. Return shipping costs
Return shipping costs are the responsibility of the customer, unless the item arrived damaged, defective or incorrect.
8. Contact Information
Avena (Administrative Head Office)
Rue Auguste Donnay 75, 4000 Liège, Belgium
Note: This address is not a return center. Please contact support for return instructions.
Email: support.avena.shop@gmail.com