Refund Policy

 

Returns & Right of Withdrawal

Please note: we do not offer free returns. All return shipping costs are the responsibility of the customer.

Returns

Can I return my order?
Yes, you can.
If you are not satisfied with your order, you may return it within 30 days of receipt, provided the following conditions are met:

  1. The order still contains all appropriate parts and components, and the packaging is in the same condition as received.

  2. Only normal handling of the product is visible; breakage due to careless handling is excluded.

  3. Products for which hygiene is important have been thoroughly cleaned before being returned.

  4. Any defects were reported immediately upon receipt.

  5. Return shipping costs are borne by the customer.

  6. A return will be processed within 7 working days. If all conditions are met, the return will be officially acknowledged within this period.

We reserve the right to refuse returns if we suspect that items have been used or damaged through no fault of our own.

How can I return my order?

If your order meets the above conditions, please follow these steps:

  1. Send an email to: info@auveandco.com

  2. Include the following details in your email:

    • Order number

    • Reason for return request

    • Photo of the product in case of breakage

    • First and last name of the customer

    • Customer’s address

We will then provide you with the correct return address.
Never send your return to the sender’s address on the package. The correct return address will be given to you once you contact us.
The customer is responsible for all return shipping costs.

Right of Withdrawal (Consumers)

Consumers (natural persons who are not acting for commercial, business, craft, or professional purposes) have a statutory right of withdrawal under the following terms:

A. Cancellation Conditions

Right of cancellation
You have the right to withdraw from this contract within 14 days without giving any reason. The withdrawal period expires 14 days after the day you, or a third party indicated by you (other than the carrier), received the goods.

Automated processing & cancellation before delivery
We operate with a fully automated system; orders are executed immediately after being placed. Once goods are in transit, cancellation is not possible. However, once received, you may return them within the withdrawal period.

Exercising your right of withdrawal
To exercise your right of withdrawal, you must inform us (Auve & Co) of your decision to withdraw from the contract by means of a clear statement (e.g., by email): info@auveandco.com.
Withdrawal is completed only once we have received the goods. The cost of return shipping is the responsibility of the buyer.

Goods in transit
As our goods are shipped from Asia, longer transit times may occur beyond our control. If the goods are already on their way to you, cancellation is not possible. Please wait until the goods have been delivered and then return them to us. Of course, you may inform us in advance of your cancellation.
To ensure the fastest possible processing, please provide us with a shipping/return confirmation.

Consequences of withdrawal

If you withdraw from this contract, we will refund all payments received from you, excluding delivery costs (and excluding any additional costs if you chose a delivery method other than the cheapest standard option offered by us). Refunds will be made without undue delay and no later than 14 days from the day we receive both your withdrawal notification and the returned goods.

Refunds will be issued using the same payment method you used for the original transaction, unless otherwise agreed. No fees will be charged for the refund.

All returns must be sent to our central warehouse in Asia at the customer’s expense.

If you have any questions, please contact us at info@auveandco.com.

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