Refund policy
Return and Refund Policy
At Avenella, we stand behind the quality of our products and strive to ensure every customer is satisfied. However, as lip balms are personal care items, we have specific guidelines regarding returns and refunds.
Return Policy
Due to the nature of our products, we cannot accept returns or exchanges on opened or used items for safety and hygiene reasons. However, if your product arrives damaged, defective, or incorrect, please contact us immediately so we can resolve the issue.
For eligible returns, you have 30 days from the date you receive your order to request a return. To be eligible, items must be:
- Unopened and unused.
- In their original packaging.
- Accompanied by the receipt or proof of purchase.
To initiate a return, email us at hello@avenella.com with your order number and details about the issue.
Damaged or Defective Products
If your product arrives damaged, defective, or if the wrong item was sent, please email us within 7 days of receiving your order. We may request a photo of the product and packaging to help us better understand the issue and provide a resolution.
Non-Returnable Items
For health and safety reasons, the following items are non-returnable:
- Opened or used lip balms.
- Sale items and gift cards.
If you have questions about whether your item is eligible for a return, please contact us at hello@avenella.com.
Refunds
Once we receive and inspect your return, we will notify you of the approval or rejection of your refund. Approved refunds will be issued to your original payment method within 10 business days. Please allow additional time for your bank or credit card provider to process and post the refund.
If more than 15 business days have passed since your refund was approved, please contact us at vadim@avenella.com.
European Union 14-Day Cooling-Off Period
If your order is being shipped to the European Union, you are entitled to cancel or return your order within 14 days of receiving it, for any reason. Items must be unopened, unused, and in their original packaging to qualify. Please include your receipt or proof of purchase with your return request.