Refund policy

Returns & Refunds Policy

At AUVREN, customer satisfaction is important to us. If something isn't quite right with your order, we're here to help. Please read our returns and refunds policy below for information on eligibility, returns and refunds.

1. Right to Cancel

If you are a UK or EU consumer purchasing online, you generally have the right to cancel your order within 14 days of receiving your goods, without providing a reason.

You then have a further 14 days from notifying us of your cancellation to return the item.

To exercise your right to cancel, please contact our customer support team within the applicable cancellation period. This right is subject to applicable legal exceptions.

2. Condition of Returned Items

To help us process your return, items should be returned in their original condition, unworn, unused, unwashed and, where possible, in their original packaging.

Please take reasonable care of the item while it is in your possession. You may be responsible for any diminished value resulting from handling beyond what is necessary to establish the item's nature, characteristics and functioning.

For hygiene reasons, please ensure that wearable products are clean and in a suitable condition for inspection. Any restrictions on returns must comply with applicable consumer law.

3. How to Return an Item

To request a return, please follow these steps:

Contact us: Email our customer support team at [INSERT YOUR AUVREN SUPPORT EMAIL], including your order number and the item you wish to return.
Receive return instructions: We will provide the relevant return address and instructions.
Send your return: Package the item securely and return it using a tracked delivery service. Please retain your proof of postage until your return has been processed.

Unless an item is faulty, damaged, incorrect or otherwise covered by applicable consumer law, customers are responsible for the direct cost of returning unwanted items, where legally permitted.

Please contact us before sending a return so we can ensure it is directed to the correct address.

4. Refunds

Once your return has been received and assessed, we will process your refund in accordance with applicable consumer law.

Where you exercise your statutory right to cancel an online purchase, refunds will generally be issued within 14 days of receiving the returned goods or receiving evidence that they have been sent back, whichever occurs first.

Refunds will normally be made to your original payment method. Please allow additional time for your bank or payment provider to make the funds available.

Where required by law, the refund will include the standard outbound delivery charge paid at the time of purchase. Additional charges for premium delivery services may not be refundable.

5. Faulty, Damaged or Incorrect Items

We want every AUVREN order to arrive in the condition you expect.

If your item arrives faulty, damaged or different from what you ordered, please contact us as soon as possible at [INSERT YOUR AUVREN SUPPORT EMAIL]. Include your order number and, where helpful, photographs showing the issue.

We will assess the issue and explain the available options in accordance with your statutory rights. Depending on the circumstances, this may include a repair, replacement, refund or another appropriate remedy.

We will cover reasonable return costs where required by law. Your statutory rights regarding faulty, damaged or misdescribed goods are not restricted by any time limit stated in this policy.

6. Incorrect Product or Compatibility

Please check the product description and compatibility information carefully before placing your order.

If you purchase an item that is incompatible with your device or intended use, you may request a return under our standard returns policy, provided the relevant conditions are met.

If a product is incorrectly described or does not match the information provided on our website, your statutory consumer rights will apply.

7. Items That Cannot Be Returned

Certain products may be excluded from the standard right of withdrawal where a specific legal exception applies. Any such exclusion will be applied only where permitted by applicable law.

For hygiene-sensitive products, we will assess returns in accordance with applicable consumer protection rules. We will not automatically refuse a return solely because a product is wearable or has been opened.

8. Statutory Consumer Rights

Nothing in this policy affects or limits your statutory rights under applicable consumer protection legislation.

Depending on your location and circumstances, these rights may include the right to cancel an online purchase, receive a refund for faulty or misdescribed goods, or seek another appropriate remedy.

Where mandatory local consumer protection laws apply, those laws will take precedence over any conflicting provision in this policy.