We want you to be confident shopping with AvaLuce. This policy applies to purchases made through avaluce.co.uk and does not affect your statutory rights.
Changing your mind
For most online purchases, you may cancel your order by telling us within 14 days of receiving the goods. After telling us you wish to cancel, you then have a further 14 days to return the goods.
Please contact hello@avaluce.co.uk before returning anything so we can provide the correct return instructions. Some products are fulfilled directly by our brand or authorised supplier partners, so the appropriate return address may vary by item.
Please take reasonable care of goods while they are in your possession. Where a product is sealed for health or hygiene reasons, the statutory cancellation right may not apply once that seal has been broken if the item is then unsuitable for return for health or hygiene reasons.
Faulty, damaged, incorrect or not as described
If an item is faulty, damaged, incorrect, not as described or otherwise does not meet your statutory rights, contact us as soon as possible at hello@avaluce.co.uk. We will arrange an appropriate remedy in line with UK consumer law. Nothing in this policy limits your legal rights.
Refunds
Where you exercise a statutory cancellation right, we will refund eligible payments within 14 days of receiving the returned goods or evidence that you have sent them back, whichever is earlier where applicable. Refunds will normally be made to the original payment method.
Where required by law, we will also refund the cost of our standard outbound delivery option. Any additional amount paid for a premium or upgraded delivery service does not have to be refunded beyond the cost of standard delivery.
For change-of-mind returns, you are normally responsible for return postage unless we tell you otherwise. If goods are faulty, damaged or supplied incorrectly, we will provide suitable return or resolution instructions.
How to request a return
Email hello@avaluce.co.uk with your order number, the item you wish to return and the reason for the return. Please do not send goods back without contacting us first.