Refund policy

Last updated: November 6, 2026

We want you to love what you ordered from Avely. If something isn't right, here is how returns and refunds work.

30 days to change your mind

You have 30 days from the day your order is delivered to ask for a return.

To be eligible, the item must be unused, in the same condition you received it, and in its original packaging with all parts and accessories. You'll need your order number as proof of purchase.

How to start a return

Write to us at support@myavely.com with your order number, the item you want to return and the reason. If your return is approved, we'll send you the return address and instructions. Items sent back without an approved return request can't be accepted.

Return shipping

Return shipping is paid by the customer, unless the item arrived damaged or defective, or we sent you the wrong item. We recommend a tracked shipping service: we can't be responsible for a return that gets lost on its way back to us.

Damaged, defective or wrong items

Please check your order when it arrives. If an item is damaged, defective or not what you ordered, email us with your order number and a photo or video of the problem. Please report shipping damage within 7 days of delivery; if a defect shows up later, just email us when you notice it. We'll send you a free replacement or a full refund, and you won't pay anything to send it back.

Items that can't be returned

• Items that have been used, damaged after delivery, or are missing parts
• Personal care and hygiene items once unsealed (for example, earplugs)
• Gift cards

Refunds

Once we receive and check your return, we'll email you to tell you whether your refund is approved. Approved refunds go back to your original payment method within 10 business days. Your bank or card provider may need a few more days to show it.

Shipping costs are refunded only when the return is caused by our mistake. The Secure Shipping Plus fee isn't refunded for a change-of-mind return once your order has shipped; it is refunded when we refund a whole order that was lost, stolen, damaged or sent in error.

Cancellations

Changed your mind? Email us as soon as possible. We can cancel and fully refund any order that hasn't shipped yet. Once an order has shipped, you can return it under this policy instead.

Exchanges

The fastest way to get a different item is to return the one you have and place a new order.

Customers in the EU, the EEA and the UK

Our 30-day window comes on top of your legal rights. If you live in the EU, the EEA (Norway, Iceland, Liechtenstein) or the UK, you have the legal right to cancel your purchase within 14 days of receiving your goods, without giving a reason. Tell us by email within those 14 days, then send the goods back within 14 days of telling us. You may handle the goods as you would in a shop to check them; if they've been handled more than that, we may deduct the loss in value from your refund. We'll refund you within 14 days of being told, including the standard shipping cost (free on every order), and we may wait until we receive the goods, or proof that you've sent them, before refunding. The optional Secure Shipping Plus fee isn't refunded once your order has shipped. The cost of sending the goods back is paid by you. Hygiene items that have been unsealed after delivery are not covered by this right.

You also have a legal guarantee: if an item is faulty or not as described, your local law entitles you to a repair, a replacement or a refund (in the EU, for at least 2 years after delivery).

This policy doesn't limit any rights you have under the consumer protection laws of your country.

Contact

Questions about a return? Write to us at support@myavely.com and we'll help you.