1. Changed Your Mind Before Dispatch?

If you contact us before your order has shipped, we'll cancel it and issue a full refund immediately. Email [support@avorienne.com] with your order number as soon as possible.

2. Your 30-Day Right to Change Your Mind

You have 30 days from the date you receive your order to let us know you'd like to return it, for any reason.

This is more generous than the 14 days required by law, because we want you to shop with confidence.

To start, email [support@avorienne.com] with your order number and let us know you'd like to return your item.

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Once you've told us, you'll have a further 14 days to send the item back to us:

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• Items must be unused;

• in their original packaging

• and with all accessories and seals intact.

 

You're welcome to inspect the product the way you would in a shop, but if it shows signs of use beyond that, we may deduct an amount from your refund to reflect the reduced value.

3. Items That Can't Be Returned Once Opened

Several of our products are personal care devices that come into direct contact with skin, hair, or scalp — for example:

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• LED masks;

• Cleansing devices;

• Scalp tools

 

For hygiene reasons, items that are sealed cannot be returned once that seal has been broken or the item has been used, unless the item is faulty. Any product this applies to will say so clearly on its product page before you buy. If the hygiene seal is intact and the item is unused, it remains eligible for return under Section 2.

 

4. Faulty, Damaged, or Incorrect Items

 

If your item arrives faulty, damaged, or different from what you ordered, you're covered regardless of the timelines above:

Within 30 days of delivery:

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• you're entitled to a full refund or replacement, your choice.

After 30 days but within 6 months:

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• we'll offer a free repair or replacement first.

• If that doesn't fix the problem, you're entitled to a refund or a partial refund.

Email [support@avorienne.com] :

• with your order number and a photo (or short video) of the issue.

 

This helps us resolve things quickly, and in many cases means you won't need to send the item back at all.

We cover return postage whenever the fault, damage, or error is on our side.

5. How to Start a Return

Please email [support@avorienne.com] before sending anything back. We'll confirm your return and send you the correct return address and instructions.

This extra step helps make sure your parcel doesn't get lost or delayed, and that your refund is processed without delays.

6. Who Pays for Return Postage

Reason for return   /   Who pays

Changed your min   /   You

Faulty, damaged, or incorrect item/Avorienne

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7. Refunds

 

Once we've received your returned item (or valid proof that you've posted it), we'll process your refund within 14 days, to your original payment method.

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We refund the full item price plus standard delivery charges; if you chose an upgraded/express delivery option, we'll refund the equivalent of our standard delivery cost.

8. Non-Returnable Items

Gift cards, promotional items received free with an order, and any items marked as final sale or clearance on the product page are not eligible for return, unless faulty.

9. Delivery Delays or Lost Parcels

Your order remains our responsibility until it reaches you. If your parcel hasn't arrived within the estimated delivery window shown at checkout, or appears to be lost in transit, contact [support@avorienne.com] and we'll investigate — with a reshipment or full refund if it can't be located.

10. Your Statutory Rights

This policy sits alongside, and does not reduce, your statutory rights as a UK consumer, including your rights under the Consumer Rights Act 2015.

11. Contact Us

Email: support@avorienne.com