Refund policy

This policy applies to everything bought from Avenrow. Nothing in it affects your legal rights.

Changing your mind

You may return anything bought from Avenrow within 30 days of delivery for a refund. That is longer than the law requires, and it is the period stated on every product page.

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you also have a statutory right to cancel an online order. That right runs for 14 days from the day after your order is delivered, and you then have a further 14 days to send the goods back. Our 30-day period sits on top of that right rather than replacing it.

To be refunded under this section, items should be unused and in a resaleable condition, with their original packaging where you still have it. You may handle an item as you would in a shop to check it works and suits you.

Faulty, damaged or not as described

Under the Consumer Rights Act 2015 goods must be of satisfactory quality, fit for purpose and as described. If they are not:

within 30 days of delivery you may reject the item and ask for a full refund;
after 30 days you may ask for a repair or a replacement, and a refund if that is not possible.

We pay the return postage on anything faulty, damaged in transit, or different from what you ordered. Please send us a photograph when you first contact us, as it usually lets us resolve the problem without you posting anything back.

How to start a return

Please contact us before sending anything back. Avenrow works with more than one fulfilment partner, so the correct return address depends on the item. Email hello@avenrow.co.uk with your order number and what you would like to do, and we will reply with the return address and instructions.

Returns sent back without contacting us first can go to the wrong place, and we may not be able to refund them.

Return postage

Where an item is faulty, damaged or not what you ordered, Avenrow pays the return postage. Where you are returning something because you have changed your mind, the cost of sending it back is yours.

Refunds

Once your return arrives we will refund you within 14 days, to the payment method you used. Where you are exercising your statutory right to cancel, we refund the standard delivery charge you originally paid as well; we do not refund the extra cost of a faster delivery option if you chose one.

How quickly the money appears depends on your bank or card provider, and is outside our control.

Items we cannot take back

The law allows some exceptions to the right to cancel, and these apply at Avenrow:

goods made to your specification or clearly personalised;
sealed goods that are not suitable for return once unsealed for health or hygiene reasons, where the seal has been broken;
goods that become inseparably mixed with other items after delivery.

This does not affect your rights if such an item arrives faulty or not as described.

Cancelling before dispatch

If you want to cancel an order that has not been dispatched, email us as soon as you can and we will stop it if we still can. Once an item is with the carrier it has to be handled as a return.