At Avyrel, we want you to feel confident when shopping with us. If your purchase isn't right for you, we offer returns and exchanges in accordance with our policy and applicable consumer protection laws.
1. 14-Day Right of Withdrawal
If you are a consumer in the European Union, you generally have a statutory 14-day right of withdrawal when purchasing online.
The withdrawal period generally begins when you, or someone you designate, receives your order.
You do not need to provide a reason for exercising your statutory right of withdrawal.
To start a return, please contact us within the applicable withdrawal period.
2. Return Conditions
For a return to be accepted, items should generally:
-
Be unworn and unused.
-
Be unwashed.
-
Be in their original condition.
-
Have all original tags and labels attached.
-
Be free from stains, makeup, perfume, pet hair, or other signs of use.
-
Be returned with the original packaging where reasonably possible.
Please handle garments carefully while trying them on. We recommend trying clothing on indoors without removing tags or labels.
3. Items That May Not Be Returnable
For hygiene and legal reasons, certain products may be excluded from return where permitted by applicable law.
This may include products that have been unsealed after delivery where the product cannot reasonably be returned for hygiene or health-protection reasons.
Any applicable exclusions will be communicated before or at the time of purchase.
4. How to Request a Return
Before sending your item back, please contact our customer service team.
Please provide:
-
Your full name
-
Order number
-
Product name
-
Reason for the return, if applicable
-
Photos if the product is damaged or defective
Our team will provide you with the appropriate return instructions and return address.
Please do not send a return to an address unless it has been provided or confirmed by Avyrel.
5. Return Shipping Costs
If you exercise your statutory right of withdrawal, you may generally be responsible for the direct cost of returning the goods, unless Avyrel has agreed to cover those costs or applicable law requires otherwise.
If the item is defective, damaged, incorrect, or does not conform to the contract, please contact us before returning it. We will handle the matter in accordance with applicable consumer law.
6. Exchanges
We understand that finding the right size can sometimes be difficult.
If you would like to exchange an item for another size or available product, please contact us as soon as possible.
Exchanges are subject to product availability.
If the requested replacement is unavailable, we may offer a refund or another appropriate solution.
7. Refunds
Once your returned item has been received and inspected, we will process your refund in accordance with applicable law.
For a valid statutory withdrawal, we will generally refund the payments received from you, including the standard delivery charge for the original shipment where required by law.
We may withhold the refund until we receive the returned goods or you provide evidence that you have sent them back, whichever occurs first.
Refunds will normally be made using the original payment method.
Your bank or payment provider may require additional time to make the refunded amount available in your account.
8. Damaged, Defective, or Incorrect Items
If your order arrives damaged, defective, or contains the wrong item, please contact us as soon as possible.
Please provide:
-
Your order number
-
A description of the issue
-
Clear photographs of the item and packaging where relevant
We will review the issue and provide an appropriate remedy in accordance with your statutory rights.
9. Sale and Promotional Items
Sale and promotional products remain subject to applicable statutory consumer rights.
Any additional voluntary return conditions will be clearly communicated before or during the purchase process and will not limit rights that cannot legally be excluded.
10. Return Processing Time
Once your return reaches us, we will process it as soon as reasonably possible.
The time required for the refund to appear in your account can depend on your payment provider or bank.
11. Important Information
Nothing in this Return & Exchange Policy limits, excludes, or replaces any mandatory consumer rights available to you under applicable German or European Union law.
If you have a statutory right that provides greater protection than this policy, your statutory rights will apply.
12. Contact Us
For return or exchange questions, please contact:
Avyrel
Germany
Email: [Your Customer Service Email]
Business Address: [Your Business Address]
Please include your order number in all return-related communications.