Returns and refunds

Under the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations 2013 you may cancel your order for any reason within 14 days of the day you, or someone you nominate, receives the goods. You then have a further 14 days from telling us to send the goods back.

To cancel, email info@avrenza.co.uk with your order number and the items concerned, or write to Avrenza Group Ltd, 1/2 71 Fairley Street, Glasgow, Scotland, G51 2SN. A clear statement is enough — you do not have to use a particular form.

You may examine goods as you would in a shop. If their value is reduced because you handled them more than that — for example a used or partly consumed product — we may deduct that reduction from your refund.

• Sealed health, hygiene, cosmetic or personal care products that have been unsealed after delivery.
• Sealed food and drink products that have been unsealed after delivery, and any goods liable to deteriorate quickly.
• Goods made to your specification or clearly personalised.
• Items that have been mixed inseparably with other goods after delivery.

These exclusions never apply where an item is faulty, damaged or not as described — those rights always stand.

Tell us within 30 days of delivery and you can choose a full refund or a replacement, and we pay the return postage. After 30 days, and for up to six months, we will repair or replace, and refund if that is not possible.

Where you are cancelling because you changed your mind, you pay the cost of returning the goods and we recommend a tracked service. Where an item is faulty, damaged or wrong, we cover the return cost and will send you a prepaid label.

We refund to your original payment method within 14 days of receiving the goods back, or of you proving you have sent them, whichever is sooner. Refunds include the standard outbound delivery charge; if you chose express delivery we refund the standard rate. Bank processing usually takes a further 3 to 5 working days.