Refund Policy
Refund Policy
Avanaor
Last updated: May 2026
Our promise: We want you to love what you ordered. If anything is wrong — wrong item, defective product, or you simply changed your mind — we will make it right. You have 30 days from delivery to request a return or refund. We cover return shipping on every case, no exceptions, no runaround.
1. Eligibility for Returns
To be eligible for a return, your item must meet the following conditions:
- The return request is made within 30 days of the delivery date
- The item is unused and in the same condition as when you received it
- The item is in its original packaging with all accessories and documentation included
- You have contacted us at support@avanaor.com before sending anything back
2. How to Request a Return
Follow these simple steps to start your return:
Contact us by email
Email support@avanaor.com with your order number and the reason for your return. Include photos if the item is damaged or defective.
Receive return instructions
We will respond within 24–48 hours with return instructions and a prepaid return label. Do not send items back without approval first.
Send the item back
Pack the item securely using the return label we provide. Drop it off at your nearest courier point — no cost to you.
Receive your refund
Once we receive and inspect the item, we will process your refund within 5–10 business days to your original payment method.
3. Refund Timeframes
After we receive and inspect your returned item, refunds are processed as follows:
| Situation | Refund Amount | Processing Time |
|---|---|---|
| Change of mind (unused item) | Full product price | 5–10 business days |
| Defective or damaged item | Full product price + shipping | 3–5 business days |
| Wrong item received | Full product price + shipping | 3–5 business days |
| Item not received (confirmed lost) | Full product price + shipping | 3–5 business days |
Refunds are returned to your original payment method. Depending on your bank or payment provider, it may take an additional 3–5 business days to appear on your statement.
4. Return Shipping Costs
We take full accountability for every return — regardless of the reason. Avanaor covers return shipping on all cases:
| Return Reason | Return Shipping Paid By |
|---|---|
| Change of mind / no longer wanted | Avanaor |
| Defective or faulty product | Avanaor |
| Wrong item sent | Avanaor |
| Item damaged in transit | Avanaor |
5. Non-Returnable Items
The following cannot be returned or refunded:
- Items returned more than 30 days after the delivery date
- Items that have been used, damaged by the customer, or altered in any way
- Items returned without prior authorisation from our support team
- Items that are missing original packaging, accessories, or documentation
6. Defective or Damaged Items
If your item arrives defective, broken, or damaged in transit, please contact us within 7 days of delivery at support@avanaor.com. Include:
- Your order number
- A clear description of the issue
- Photos or video showing the defect or damage
We will offer you a full refund or a free replacement — whichever you prefer — at no additional cost to you. Return shipping is always covered by Avanaor.
7. Wrong Item Received
If you received an item that does not match your order, contact us within 7 days of delivery with your order number and a photo of the item received. We will arrange collection of the incorrect item and ship the correct product at no charge, or issue a full refund if the item is no longer available.
8. Order Cancellations
You may cancel your order within 24 hours of placing it for a full refund, provided it has not yet been dispatched. To cancel, email support@avanaor.com immediately with your order number and the subject line "Order Cancellation".
If your order has already been dispatched, it cannot be cancelled. You may return it once received under our standard 30-day return policy — and we will cover the return shipping.
9. Lost or Undelivered Parcels
If your tracking shows your parcel as delivered but you have not received it, please:
- Check with neighbours or building reception
- Check any safe locations noted by the courier
- Wait 2 additional business days, as couriers sometimes mark items as delivered early
If after 2 business days the parcel still cannot be located, contact us at support@avanaor.com. We will investigate with the courier and, if the parcel is confirmed lost, issue a full refund or send a replacement at no cost to you.
If tracking shows your parcel has not arrived within 20 business days of your shipping confirmation email, contact us immediately and we will resolve it fully at our expense.
10. EU Consumer Rights
As a consumer in the European Union, you have the right to withdraw from any purchase within 14 days of receiving your order, without giving any reason, under EU Directive 2011/83/EU. Our 30-day return policy exceeds this statutory minimum.
You are also entitled to a legal remedy for goods that are not in conformity with the contract for up to 2 years from the date of delivery, in accordance with EU and Romanian consumer law. These statutory rights are not affected by this policy.
Need help with a return?
Our support team is available 7 days a week and typically responds within 24 hours. We're here to make this as easy as possible.
Contact Support