Refund policy
Not sure AVENLO is right for you? Here’s exactly how returns, refunds and damaged or incorrect orders work.
30-NIGHT COMFORT GUARANTEE
30 days From the date your order is delivered
REFUND PROCESSING
Up to 10 business days
After your approved return is received and inspected
RETURN SHIPPING
Paid by you
Free if the item is confirmed damaged, defective or incorrect
1. Our 30-Night Comfort Guarantee
We want you to feel comfortable trying AVENLO in your own routine.
You have 30 days from the date your order is delivered to request a return under our 30-Night Comfort Guarantee.
The guarantee is designed to let you experience the fit, feel and weighted comfort of AVENLO at home.
To qualify for a return under the guarantee:
Your return request must be made within 30 days of delivery.
The product must be returned complete.
Normal trial use is allowed, but the product must not be damaged, stained, altered or returned in an unhygienic condition.
You must provide your order number or another valid proof of purchase.
Where possible, please keep the original packaging until you have decided that AVENLO is right for you.
Your 30-Night Comfort Guarantee is provided in addition to any consumer rights that apply under the laws of your country.
2. How to start a return
Starting a return is simple.
1. Contact us
Use our Contact page and include your order number, the reason for your return, and a photo of the product showing its current condition.
2. Wait for approval
We’ll review your request and send you the return instructions and return address.
3. Pack your AVENLO
Make sure the product is securely packed and include everything that came with your order where applicable.
4. Send it back
Please use a tracked shipping service. Unless the item is damaged, defective or incorrect, return shipping costs are your responsibility.
Please do not send a return to an address until you have received return instructions from us.
3. Return shipping
For returns made under the 30-Night Comfort Guarantee or because you changed your mind, you are responsible for the cost of returning the product.
We strongly recommend using a tracked shipping method. AVENLO cannot be responsible for returned parcels that do not reach the provided return address.
If we confirm that your item arrived damaged, defective or incorrect, we will cover reasonable return shipping costs where a return is required.
This does not affect any additional rights you may have under applicable consumer law.
4. Refunds
Once your approved return reaches us, it will be inspected.
If the return is approved, your refund will be issued to your original payment method.
For returns under our 30-Night Comfort Guarantee, please allow up to 10 business days after your approved return has been received and inspected for us to process your refund. Where applicable law requires an earlier refund, we will follow that timeframe.
Your bank, card issuer or payment provider may require additional time before the refund appears in your account.
You’ll receive confirmation once your refund has been processed.
If you have received confirmation but the refund has not appeared after a reasonable period, please contact your bank or payment provider first. If you still need help, contact us through our Contact page.
5. Damaged, defective or incorrect items
If your AVENLO order arrives damaged, defective or you receive the wrong item, please contact us as soon as possible after delivery.
Please provide:
your order number;
a description of the issue;
clear photos showing the problem where applicable.
Once we’ve reviewed the issue, we’ll arrange an appropriate solution.
Depending on the circumstances, this may include a replacement or refund.
If a return is required for an item we confirm is damaged, defective or incorrect, you will not be responsible for reasonable return shipping costs.
6. Exchanges
If you received a damaged, defective or incorrect item, contact us and we’ll help arrange the appropriate replacement where available.
For other reasons, such as wanting a different color, the simplest option is to return the original item in accordance with this policy and place a new order for the product you prefer.
This helps us process your request as quickly as possible.
7. Cancelling or changing an order
If you need to change or cancel an order, contact us as soon as possible after placing it.
We’ll do our best to help, but we cannot guarantee that an order can be changed or cancelled once it has entered processing or has been shipped.
If the order has already shipped, you may need to wait until it arrives and then request a return where eligible.
8. Orders that do not arrive
Delivery times shown on our website are estimates and delays can occasionally happen.
If your tracking has not updated for an extended period or your order has not arrived after the estimated delivery window, please contact us through our Contact page and include your order number.
We’ll review the tracking information and, where necessary, investigate the shipment with the carrier.
9. UK cancellation rights
If you are a consumer in the United Kingdom, you may have a legal right to cancel an eligible online purchase within 14 days after receiving it, without giving a reason.
After notifying us of your cancellation, you must return the eligible goods in accordance with the applicable legal requirements.
Certain goods may be excluded from statutory cancellation rights, including some sealed goods that are not suitable for return for health protection or hygiene reasons once unsealed.
Nothing in our 30-Night Comfort Guarantee limits any statutory rights available to you under UK consumer law.
10. Australian Consumer Law
For customers in Australia, our products come with consumer guarantees that cannot be excluded under the Australian Consumer Law.
Our 30-Night Comfort Guarantee is an additional AVENLO policy and does not replace or limit your rights if a product is faulty, defective, unsafe, does not match its description or otherwise fails to meet an applicable consumer guarantee.
Different remedies may apply depending on the nature and seriousness of the problem.
11. Items we cannot accept
We may refuse a return under our voluntary 30-Night Comfort Guarantee if:
the return was requested after the 30-day period;
the product has been deliberately damaged or altered;
the product is excessively stained, soiled or returned in an unhygienic condition;
parts of the product are missing;
we cannot reasonably verify that the product was purchased from AVENLO.
These restrictions do not remove any statutory rights you may have for faulty, defective or otherwise non-conforming products.
12. Questions about a return?
If you have any questions about a return, refund or damaged order, please contact us through our Contact page.
If your question concerns an existing purchase, please include your order number so we can help you more quickly.