Refund policy
RETURN & REFUND POLICY
Last Updated: August 18, 2026
At AÉVORA, we want you to feel confident with your purchase. For this reason, in addition to any mandatory consumer rights that may apply to you, we offer a voluntary 60-day return policy beginning on the date your order is delivered.
This voluntary return policy does not limit, replace, or exclude any rights or remedies available to consumers under applicable law, including rights relating to defective, damaged, misdescribed, non-conforming, or incorrectly delivered products.
Different statutory consumer rights may apply depending on your country, state, or place of residence.
1. Voluntary 60-Day Return Policy
You may request a return within 60 days from the date your order is delivered.
After the expiration of any mandatory statutory withdrawal period applicable to your purchase, products returned under our voluntary 60-day return policy must generally:
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be unused and undamaged,
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be in substantially the same condition in which they were received,
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include all accessories and components originally supplied,
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include the original packaging where reasonably possible, and
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be accompanied by proof of purchase or the relevant order number.
Products showing significant signs of use, misuse, physical damage, missing accessories, or other deterioration caused after delivery may be refused under our voluntary return policy or may qualify only for a partial refund, where permitted by applicable law.
These conditions do not restrict any mandatory rights you may have with respect to defective, damaged, incorrectly supplied, or non-conforming products.
2. European Union Statutory Right of Withdrawal
If you are a consumer located in the European Union and your purchase qualifies as a distance contract, you generally have the statutory right to withdraw from your purchase within 14 days after receiving the goods, without providing a reason.
This statutory right is separate from and remains unaffected by our voluntary 60-day return policy.
To exercise your right of withdrawal, you must inform us of your decision to withdraw through a clear statement before the 14-day withdrawal period expires.
You may contact us at:
After notifying us of your withdrawal, you must return the goods within the period required by applicable law.
During the statutory withdrawal period, you may inspect and handle the goods only to the extent reasonably necessary to establish their nature, characteristics, and functioning.
You may be responsible for any diminished value resulting from handling beyond what would reasonably be permitted when examining the goods in a physical retail store.
Original packaging is recommended whenever available but will not, by itself, be an absolute condition for exercising a statutory EU right of withdrawal where applicable law provides otherwise.
3. EU Refunds Following Statutory Withdrawal
Where a valid European Union statutory withdrawal applies, we will reimburse payments received from you in accordance with applicable law.
This includes the original standard delivery cost, where reimbursement of that cost is legally required.
If you selected a more expensive delivery method than our least expensive standard delivery option, we are not required to reimburse the additional cost attributable to that premium delivery method, to the extent permitted by law.
We may withhold reimbursement until we have received the returned goods or until you provide evidence that the goods have been sent back, whichever occurs first, where permitted by applicable law.
Refunds will normally be issued using the same payment method used for the original transaction unless another method is expressly agreed.
4. EU Legal Guarantee for Defective or Non-Conforming Goods
Consumers purchasing goods in the European Union benefit from mandatory legal rights concerning defective or non-conforming goods.
These statutory rights are separate from our voluntary 60-day return policy.
Where applicable, consumers may be entitled to remedies including repair, replacement, price reduction, or refund in accordance with applicable consumer law.
Nothing in this Return & Refund Policy limits or excludes these statutory rights.
5. Free Gifts, Promotional Items, and Bundles
Complimentary products, promotional gifts, or free items supplied as part of a purchase may form part of the promotional offer associated with that order.
When a customer returns the associated purchased product under our voluntary return policy, any complimentary product supplied exclusively as part of that promotional offer must also be returned, where applicable.
The promotional item should be returned complete and in substantially the condition in which it was received.
If a complimentary product is not returned, we may, where permitted by applicable law and where clearly disclosed as part of the promotional offer, deduct the applicable value of that product from the voluntary refund.
This provision will not be applied in a manner that restricts or overrides mandatory consumer rights.
For statutory European Union withdrawals, refunds and deductions will always be handled in accordance with applicable consumer law.
6. How to Request a Return
To request a return, contact:
Please provide:
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your full name,
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your order number,
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the product you wish to return, and
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the reason for the return, where applicable.
Providing a reason is not required when exercising a statutory right that allows withdrawal without justification.
Please do not send products to an address without first contacting us.
Once your return request has been reviewed, we will provide the appropriate return instructions and return address.
Products sent to an unauthorized address may experience delays in processing.
7. Return Shipping Costs
For returns made under our voluntary 60-day return policy because the customer has changed their mind, the customer is generally responsible for the direct cost of return shipping.
For European Union consumers exercising their statutory right of withdrawal, the consumer will bear the direct cost of returning the goods where permitted by law and where this obligation was properly disclosed before purchase.
If a product is defective, damaged upon arrival, materially different from what was ordered, or incorrectly supplied, return shipping costs will be handled in accordance with applicable consumer law.
We may provide a prepaid return label or another appropriate solution depending on the circumstances.
8. Damaged, Defective, or Incorrect Products
Please inspect your order promptly after delivery.
If your product arrives:
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damaged,
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defective,
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incomplete,
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materially different from the product ordered, or
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incorrectly supplied,
please contact us at:
Include your order number and, where reasonably possible, photographs or video showing the issue and the packaging.
We will review the matter and provide an appropriate remedy in accordance with applicable law, which may include replacement, repair, refund, price reduction, or another appropriate solution.
Nothing in this section limits any statutory consumer rights.
9. Items That May Not Qualify for Voluntary Returns
To the extent permitted by applicable law, the following products may be excluded from our voluntary return policy:
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personalized or custom-made products,
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products damaged through misuse or improper handling after delivery,
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products missing essential components or accessories,
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sealed hygiene or personal-care products that have been unsealed where a legal hygiene exception applies,
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certain digital products or digital content, subject to the provisions below, and
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other products that applicable law allows to be excluded from voluntary returns.
Products are not automatically excluded from statutory consumer protection merely because they were purchased at a discounted or promotional price.
These exclusions do not affect rights relating to defective, damaged, misdescribed, incorrectly delivered, or otherwise non-conforming products.
10. Exchanges
Direct exchanges may not always be available.
Where appropriate, the fastest way to receive another product may be to return the original item and place a new order after the return has been accepted.
This does not affect any statutory right to repair, replacement, or another remedy that may apply to defective or non-conforming goods.
11. Refund Processing
Once we receive and inspect an eligible return, we will notify you regarding the status of the refund.
Approved refunds will be initiated to the original payment method unless otherwise agreed or required by law.
Banking institutions, credit card companies, PayPal, Shopify Payments, or other payment providers may require additional processing time before the funds appear in your account.
Any mandatory statutory refund deadlines applicable in your jurisdiction will take precedence over this general processing information.
If you have received confirmation from us that a refund has been issued and more than 15 business days have passed without the funds appearing in your account, please contact:
12. Original Shipping Charges
For voluntary returns made solely because the customer changed their mind after any mandatory statutory withdrawal period has expired, original shipping charges are generally non-refundable unless otherwise stated.
Where applicable law requires reimbursement of original delivery costs, including qualifying European Union statutory withdrawals, those costs will be reimbursed as required by law.
13. United States Customers
For customers located in the United States, our voluntary 60-day return policy applies subject to applicable federal and state consumer protection laws.
There is no general representation in this Policy that every United States consumer has a statutory right to return a non-defective product simply because they changed their mind.
However, nothing in this Policy limits any rights available under federal law or the laws of the state in which the customer resides, including rights relating to defective, misrepresented, incorrectly supplied, or undelivered merchandise.
Where state law provides greater consumer protections than this Policy, the applicable state law will control.
14. Shipping Delays and Undelivered Orders
Estimated processing and delivery times shown on our website are estimates unless expressly stated otherwise.
If we are unable to ship your order within the time promised at the time of purchase, we will handle the delay in accordance with applicable law.
For United States orders, this may include notifying you of a shipping delay, requesting your consent to a revised shipping date where required, or providing the opportunity to cancel and receive an applicable refund.
If an order cannot be fulfilled, we will refund the amounts required by applicable law.
If your order appears to be delayed or has not arrived, please contact:
Customers are responsible for providing a complete and accurate delivery address.
We are not responsible for delays caused solely by incorrect or incomplete information supplied by the customer. However, this provision does not limit liability where applicable law provides otherwise.
15. Digital Products and Digital Content
Digital products may be delivered electronically after purchase.
United States and Other Jurisdictions
Where permitted by applicable law, purchases of digital content that has already been delivered, downloaded, accessed, or otherwise made available may be final and non-refundable, except where the digital product is defective, was not delivered as described, or a refund is otherwise required by applicable law.
Any applicable restriction on refunds will be clearly disclosed before purchase.
European Union
For European Union consumers, the statutory right of withdrawal for digital content that is not supplied on a tangible medium may cease once performance has begun only where the legal requirements for such loss of the withdrawal right have been satisfied.
Where required, this includes obtaining the consumer's prior express consent to begin supplying the digital content during the withdrawal period and the consumer's acknowledgment that beginning performance will result in the loss of the statutory right of withdrawal.
If those legal requirements have not been satisfied, the customer's statutory withdrawal rights will remain governed by applicable European Union consumer law.
16. Fraud, Abuse, and Improper Returns
We reserve the right, to the extent permitted by applicable law, to refuse voluntary returns involving reasonable evidence of fraud, return abuse, intentional product damage, manipulation, or other improper conduct.
This provision will never be used to restrict legitimate statutory consumer rights.
17. Governing Consumer Rights
This Policy is intended to operate together with the mandatory consumer protection laws applicable to each transaction.
If any provision of this Policy conflicts with a mandatory consumer protection law applicable to you, that mandatory law will prevail to the extent of the conflict.
No provision of this Policy is intended to waive, restrict, or exclude rights that cannot legally be waived.
18. Contact Information
For questions concerning returns, refunds, damaged products, or your order, please contact:
AÉVORA
Email: serviceaevora@gmail.com
Business Address: zurcherstrasse 35 8174 Zurich Switzerland
Customer Support: serviceaevora@gmail.com