Refund policy
Last updated: 23 August 2026
At AVENLO, we aim to provide clear product information so you can make an informed purchase before placing your order.
Faulty, Damaged or Incorrect Products
If your product arrives faulty, damaged, materially different from its description, or you receive the wrong item, please contact us as soon as reasonably possible.
Please provide:
- your order number;
- a description of the issue; and
- clear photos or video showing the product and the issue, where reasonably possible.
This information helps us assess the issue and determine the appropriate solution.
AVENLO may reasonably assess the product before providing a remedy.
Depending on the nature and seriousness of the issue, an appropriate remedy may include a repair, replacement or refund. We will always aim to resolve the matter fairly, efficiently and in a way that leaves you satisfied with the outcome wherever reasonably possible.
Change of Mind
AVENLO does not accept returns, exchanges or refunds for change of mind.
This includes situations where you:
- no longer want or need the product;
- ordered the wrong product, colour, size or variant;
- find the product cheaper elsewhere;
- decide that the product is not suitable for your personal preference; or
- simply change your mind after placing or receiving your order.
This change-of-mind policy also applies to sale and promotional items.
Returns for Faulty Products
Please do not return any product without contacting AVENLO first.
If a return is required, we will provide the appropriate return instructions and return address.
Products returned without prior instructions may not be identifiable or processed correctly.
For products that can reasonably be posted or easily returned, you may be required to arrange and pay for the return initially.
If the product is confirmed to have a covered fault or defect, AVENLO will reimburse any reasonable return postage costs you have paid. Please retain your postage receipt.
If the product is assessed and no covered fault or defect is found, return postage costs will not be reimbursed.
Where a product cannot reasonably be returned because of its size, weight or nature, AVENLO will arrange collection or return where required.
Products Damaged After Delivery
AVENLO is not required to provide a refund, replacement or other remedy where the problem was caused by:
- misuse or improper handling after delivery;
- accidental damage after delivery;
- use of the product in a way it was not intended to be used;
- normal wear and tear; or
- a fault or limitation that was clearly disclosed before purchase.
Proof of Purchase
We may request reasonable proof of purchase before processing a claim, such as your AVENLO order confirmation, order number or payment record.
Original packaging is not required where you are exercising a legal consumer right.
Order Cancellations
If you wish to cancel an order, please contact us as soon as possible.
Because orders may be sent to our fulfilment partners shortly after being placed, we cannot guarantee that an order can be cancelled once processing has begun.
Once an order has been dispatched, it cannot be cancelled solely because you have changed your mind.
Refunds
Where a refund is approved or legally required, it will normally be issued to the original payment method.
AVENLO will process approved refunds promptly. The time taken for funds to appear in your account may depend on your bank or payment provider.
Where you are legally entitled to a monetary refund, store credit will not be substituted unless you agree to it.
Your Consumer Rights
This policy is intended to operate in accordance with the Australian Consumer Law.
Nothing in this policy excludes, restricts or limits any rights or remedies that cannot legally be excluded.
Contact Us
For return, refund or product-related enquiries, please contact:
AVENLO
support@avenlostore.com
Please include your order number so we can assist you as quickly as possible.
We hope this policy answers any questions you may have. If anything remains unclear, please contact us at the email address above — we are always happy to help.