Refund policy

REFUND AND RETURNS POLICY

We hope you love your AvaLuce order. If you change your mind, you may request a return in accordance with the policy below.

CHANGING YOUR MIND

You have 14 days from the day you receive your order to tell us that you wish to cancel or return it. After notifying us, you have a further 14 days to send the item back.

To request a return, email hello@avaluce.co.uk with:

• Your name
• Your order number
• The item or items you wish to return
• The reason for the return, if you would like to provide one

Please wait for return instructions before sending anything. Items returned without contacting us first may be delayed or may not reach the correct return location.

RETURN CONDITIONS

To qualify for a change-of-mind return, products must be:

• Unused and unopened
• In their original condition
• In their original packaging, with any seals intact
• Returned with proof of purchase

You may inspect an item as you would in a shop. However, we may reduce the refund if the item has been handled beyond what is necessary to establish its nature, characteristics and condition.

For health, hygiene and safety reasons, we cannot accept a change-of-mind return for sealed cosmetics, skincare, beauty, body-care or personal-care products once their protective seal, wrapping or hygiene packaging has been opened or removed.

This exclusion does not apply where an item is faulty, damaged, incorrectly supplied or not as described.

RETURN POSTAGE

You are responsible for the cost of returning an unwanted item. We recommend using a tracked postal service and keeping your proof of postage, as the item remains your responsibility until it reaches the return address supplied by us.

If an item is faulty, damaged, incorrect or not as described, please contact us before returning it. Where appropriate, we will arrange or reimburse reasonable return postage.

REFUNDS

Once we receive and inspect your return, we will let you know whether the refund has been approved.

Approved refunds will be made to your original payment method within 14 days of receiving the returned goods or, if earlier, receiving acceptable evidence that they have been sent back.

For a valid cancellation of the complete order, we will also refund the basic standard delivery charge originally paid. If you selected a more expensive delivery service, the additional delivery cost will not be refunded.

Your bank or payment provider may require additional time to show the refund in your account.

FAULTY, DAMAGED OR INCORRECT ITEMS

Please inspect your order when it arrives. Contact hello@avaluce.co.uk as soon as possible if an item is faulty, damaged, not as described or if you have received the wrong product.

Please include your order number and clear photographs showing the product, packaging and any damage where relevant. We will assess the issue and provide an appropriate remedy, which may include a refund, repair or replacement.

Nothing in this policy limits your rights under the Consumer Rights Act 2015 or other applicable consumer law.

CANCELLING BEFORE DISPATCH

If you wish to cancel an order before it has been dispatched, contact hello@avaluce.co.uk as soon as possible. We will try to stop the order, but this cannot be guaranteed once fulfilment has begun.

If the order has already been dispatched, you may use the returns process described above.

REFUSED AND UNCOLLECTED DELIVERIES

If an order is returned because delivery was refused, the address supplied was incorrect or the parcel was not collected, we will contact you. Any refund will be handled in accordance with your statutory rights. Additional delivery charges may apply if you ask us to send the order again.

EXCHANGES

We do not currently offer direct exchanges. If you would like a different item, please return the eligible product for a refund and place a new order.

CONTACT US

For return or refund enquiries, contact:

AvaLuce
Email: hello@avaluce.co.uk
Website: avaluce.co.uk

This policy was last updated on 12 August 2026.